Delivery Manager

The Delivery Manager (DM) will manage the delivery and success of complex, global healthcare primary market research (PMR) programs for key customers. This role owns end-to-end project management from planning and setup to oversight, optimization, and reporting. The DM acts as the strategic partner for high-value clients, ensuring operational excellence, adherence to SLAs, stakeholder alignment, and continuous improvement across all engagements. The individual will also lead a team of Project Managers providing guidance, removing roadblocks, and ensuring smooth execution within a dynamic and complex operational environment.

Essential duties and broad responsibilities

• Lead the planning, design, and execution of Global healthcare PMR programs across multiple therapeutic areas and regions
• Define, track, and report performance metrics aligned with program SLAs (e.g., timelines, updates, sample delivery, quality and compliance)
• Conduct periodic project reviews with internal teams and clients, highlighting progress, risks, dependencies, and opportunities. Investigating and managing project escalations
• The Delivery Manager will be responsible for ensuring the project is completed on time and to the satisfaction of the client
• Monitor operational workflows to identify inefficiencies and improvement areas
• Collaborate with internal cross-functional teams (Ops, Panel, QA, etc.) to implement enhancements and standardize best practices across projects
• Provide recommendations on screener/survey questionnaire, project design, sampling plan, operational workflows and timelines
• Strengthen long-term client relationships through consultative engagement and consistent value addition
• Working closely with the Director of operations to adapt, develop and initiate processes, enforce process adherence & procedures, and support or contribute towards system enhancements
• Responsible for approving leaves, review handover allocation, project documentation, and quarterly & yearly reviews of their direct reportsQualifications

• Graduate in any stream (MBA will be an advantage)
• 7+ years experience in managing global PMR projects with at least 3 years in a client facing role
• 5+ years experience in global data collection and PMR project management
• Hands on experience in managing both quantitative and qualitative projects leveraging internal & external panels
• Ability to manage complex global data collection projects
• Strong understanding of healthcare PMR methodologies, sampling, panel operations, and data collection workflows
• Strong understanding of screeners and questionnaires, including the ability to provide critical recommendations to clients for optimization, feasibility & IR improvement, and better data quality
• Ability to handle escalations and strategize solutions keeping in mind the project timelines
• Exceptional client-facing communication and presentation skills
• Strong problem-solving ability with a proactive and structured approach
• Ability to collaborate across cross-functional teams in a fast-paced environment
• Leadership qualities with experience guiding teams through complex project requirements
• High attention to detail, prioritization, and multi-tasking capability
• Should have the ability to identify and deliver positive change and bring in performance efficiencies and know when to escalate any appropriate problems or malpractice to management
• Should have the ability to comprehend survey logics and assist team members during project briefing
• Proficient in using MS excel, word & power point
• Must possess excellent interpersonal skills