Director, elluminate Service Management

eClinical Solutions helps life sciences organizations around the world accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud – the foundation of digital trials. Together, the elluminate platform and digital data services give clients self-service access to all their data from one centralized location plus advanced analytics that help them make smarter, faster business decisions. 

You will make an impact: 

The Director, elluminate Service Management for elluminate Run Services will lead the global Run Service organization responsible for the operations, support, and governance of elluminate Clinical Data Cloud® platform services delivered to clients. This role ensures highly availability, reliability, and performance of the elluminate® platform across multiple client instances, while establishing a culture of proactive service management, continuous improvement, and customer-centric excellence.

You will govern the service delivery framework for elluminate® support service operations, aligned to ITIL best practices, and lead teams that provide incident, problem, change, and release management, ensuring compliance, service quality, and efficiency.

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare.  

Your day to day: 

• Service Leadership & Operations
  • Lead and manage the global elluminate Run Service organization, including incident response, service operations, product support and continuous improvement functions
  • Define and execute the elluminate Run Service strategy, ensuring scalability, reliability, and customer satisfaction
  • Work closely with support, product and delivery teams in evolving the support function into a world class operation with focus on customer experience
  • Own service availability, SLAs, and KPIs, driving a metrics-driven culture for service excellence
  • Adopt AI tools to drive innovation in services operations focusing on delivering value for customers
  • Oversee platform upgrades, patches, and releases in coordination with Product, Engineering, and Cloud Infrastructure teams
• Governance & Process Excellence
  • Establish and maintain ITIL-based service management processes (Incident, Problem, Change, Release, and Configuration Management)
  • Implement strong governance frameworks for service delivery, reporting, and compliance across client accounts
  • Collaborate with Security, Compliance, and QA teams to ensure adherence to GxP, validation, and data privacy requirements
• Client & Stakeholder Engagement
  • Act as a key escalation point for clients and internal stakeholders on elluminate operational matters
  • Partner with Delivery, Customer Success, and Product teams to ensure seamless handoffs from implementation to steady-state operations
  • Regularly review service performance with clients and internal executives, identifying opportunities for improvement and innovation
• People & Organizational Leadership
  • Build and lead a high-performing team of service managers, data engineers, and platform support specialists
  • Foster a culture of accountability, knowledge sharing, and continuous learning within the Run Service organization
• Other duties as assigned

Take the first step towards your dream career. Here is what we are looking for in this role.  

Qualifications: 

• Bachelor’s or Master’s degree and/or equivalent work experience preferred
• 10+ years of experience in SaaS service delivery, platform operations, or support leadership roles preferred
• 5+ years in a leadership role managing large-scale service & support operations for enterprise SaaS platforms preferred
• Proven experience with ITIL frameworks and demonstrated success in implementing or optimizing ITIL-based processes
• Strong knowledge of SaaS operations and service management platforms (e.g., ServiceNow, Zen Desk, Jira etc)
• Experience working with life sciences or clinical development software (EDC, data management, analytics platforms) strongly preferred
• Demonstrated ability to build and manage global teams and operate in a matrixed environment.
• Experience with process change and supporting customer audits
• Excellent communication, stakeholder management, and executive reporting skills

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare. We have shared our story, now we look forward to learning yours!

eClinical is a winner of the 2025 Top Workplaces USA Award for Remote Work! We have also received numerous Top Workplaces Culture Excellence Awards celebrating our exceptional company vision, values, and work-life balance. See all the details here: https://topworkplaces.com/company/eclinical-solutions/

eClinical Solutions is a people first organization. Our inclusive culture values the contribution that diversity brings to our business. We celebrate individual experiences that connect us and that inspire innovation in our community. Our team seeks out opportunities to learn, grow and continuously improve. Bring your authentic self, you are welcome here!

We are proud to be an equal opportunity employer that values diversity. Our management team is committed to the principle that employment decisions are based on qualifications, merit, culture fit and business need.