Director, Managed Services

At IntegriChain, we are transforming the way Life Sciences manufacturers commercialize therapies. Our Managed Services division plays a critical role in delivering operational excellence across business process outsourcing engagements. We are seeking a seasoned Director to lead and evolve our service delivery model, focused on performance, scalability, and customer value.

As Director, Managed Services, you will lead high-performing operational teams delivering critical services in the Life Sciences, U.S. Healthcare, or Insurance domains. You ll drive excellence across service delivery, process efficiency, and customer satisfaction while ensuring contractual SLAs and KPIs are consistently met or exceeded.

This is a strategic leadership role with accountability for both operational results and continuous improvement initiatives, ideal for a collaborative leader who thrives in fast-paced, quality-driven environments.

Key Responsibilities:

• Lead and inspire a high-performing team to consistently meet or exceed business goals across commercial success, quality standards, and service delivery excellence.
• Oversee end-to-end service delivery operations, ensuring all contractual service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded for in-scope functions.
• Establish and monitor performance dashboards, using key metrics to drive continuous improvement in productivity, accuracy, and service quality.
• Champion operational excellence by leveraging industry-leading methodologies such as Lean, Six Sigma, and Kanban to streamline workflows, automate processes, and implement scalable improvements.
• Develop and grow team capabilities through structured coaching, real-time feedback, and performance development plans aligned to business priorities.
• Collaborate cross-functionally with U.S.-based stakeholders, driving alignment on service expectations, co-creating improvement initiatives, and resolving operational challenges with a problem-solving mindset.
• Own and resolve escalations with urgency and professionalism, ensuring issues are addressed promptly and root causes are identified to prevent recurrence.
• Maintain a customer-first mindset, actively seeking to understand pain points from the end-user perspective and deliver thoughtful, effective solutions.
• Prepare and present executive-level reporting, summarizing key insights, risks, and progress against goals for senior leadership. Qualifications

What you ll bring to the table:

• 10+ years of experience managing business process operations in the Life Sciences, U.S. Healthcare, or Insurance industries.
• Proven experience in service delivery leadership, including process improvement, quality management, and performance reporting.
• Strong familiarity with claims validation management, Medicaid, Managed Care Claims, and Government Pricing, Gross to Net, and/or State Price Reporting operations (preferred).
• Demonstrated ability to lead, coach, and scale high-performing teams in a metrics-driven environment.
• Excellent written, verbal, and presentation communication skills for internal and client-facing engagement.
• Deep understanding of the Life Sciences commercial ecosystem, including payer/provider dynamics.
• Ability to navigate and influence in matrixed, cross-functional environments.
• Prior experience managing global delivery teams or working in offshore/nearshore delivery models.

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