Service Delivery Director



INSTEM provides advanced and best-in-class IT solutions to the global health and life sciences community which improves the productivity of their processes in the discovery and development of new drugs, therapies and products.




The Delivery Director  is responsible for the daily line management and supervision of the India Outsourcing Services Team. The main role is to ensure a continuous delivery environment to support client projects and specific internal projects.  


When projects or programs are assigned to the Indian office for delivery, the Delivery Director is responsible for execution of the assigned work aligning with relevant company processes and guidelines, meeting or exceeding expectations for quality and timeliness and mitigating any issues specific to the India team’s productivity that may arise.  


MAJOR ACCOUNTABILITIES include the following,


  • Provide SEND (or other) related services as needed with a focus on innovation, training/mentoring, and support.  Ensure appropriate resource deployment as needed to support activities and timelines.
  • Ensure that a high level of quality is maintained on project tasks for completeness and correctness per Instem standards.  Verify that final customer and/or agency deliverables meet all applicable Instem and regulatory standards.
  • Manage departmental interpretations and best practices.
  • Ensure that individuals are trained and comply with all corporate and departmental standard operating procedures and work instructions.  Facilitate customer audits.
  • Function as liaison with the customer or internal Instem contact in the definition, coordination, organization, and management of services projects to meet defined timelines within budget.
  • Plan, manage, and facilitate training for presentations and workshops.  Ensure that staff has the appropriate background and experience in order to support services contracts. 
  • Build/create an agile delivery approach and monitor utilization and capacity per agreed upon standards.




  • Line management of staff and team leads.  Manage objective setting, career advancement activities, and skill development for direct reports and ensure appropriate performance assessments.  Ensure team leads are appropriately managing their direct reports.
  • Support recruitment activities including, resume review, and participate in interview and candidate short-listing activities.
  • Liaise with Human Resources representatives on staffing matters as needed.




  • Assist with budgeting services, estimates and reporting departmental revenue.  General support of Program/Project/Finance activities. 




To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Understanding of drug development process.
  • Strong leadership and line management skills.
  • Ability to manage, mentor and support a large team.
  • Ability to effectively liaise with a global management team.
  • Ability to work in a fast-paced environment




  • Bachelor’s degree or equivalent in life sciences or technology-related discipline.
  • Previous pharmaceutical industry experience preferably within the regulatory or regulatory operations environment. 
  • Strong project management and mentoring experience.
  • Agile and/or Lean experience required




Proficient in Microsoft Windows environment including, but not limited to, Microsoft Office products; Employs advanced troubleshooting techniques to efficiently address process inefficiencies.   Ability to learn new technology and apply to business needs.




Effective oral and written communication to internal and external audiences; Excellent problem-solving, time management, analytical, adaptability, listening, negotiation, leadership, diplomacy, supervisory, and employee development skills; Ability to work independently and in a team environment; Strong organizational and interpersonal skills with a customer service focus; Excellent attention to detail; Ability to work under pressure and adhere to deadlines.




Liquent Certified Expert Publisher and/or Administrator Certification




The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Office-based role with up to 20% travel potential.




=         Good compensation package

=         21 days paid holiday plus

=         Public holidays

=         Private group medical insurance which covers you, your spouse, your parents and two dependent children under the age of 18

=         Private group personal accident insurance

=         Ongoing training


Apply today and learn more about how along with us, you can help our customers bring life enhancing products to market faster.


For the more than 400 clients around the world, we are supplying breakthrough technology and services that help them efficiently access, capture, manage and enrich a wide array of data while generating new insight to advance their mission.


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