Senior Director, Global Head of Client Services - Clinical Trials Division

Work Schedule

Standard Office Hours (40/wk)

Environmental Conditions

Office

Job Description

At Thermo Fisher Scientific, each one of our 100,000+ colleagues has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

DESCRIPTION

Position Summary:

The Senior Director, Global Client Services serves as the global head of client services, leading strategy and execution across client management, demand planning, and project delivery. This role is responsible for driving a globally aligned client experience, ensuring operational excellence, and enabling scalable growth through strong cross-functional leadership. The role partners closely with executive leadership and key business functions to align priorities across project execution, resource planning, and organizational effectiveness, while ensuring delivery excellence across the client portfolio.

Key Responsibilities:

Global Client Leadership & Strategy

• Lead global client management teams, including Engagement/Enterprise Program Managers (EPMs) and Global Program Leads (GPLs)
• Serve as executive sponsor for key client relationships, ensuring alignment, satisfaction, and long-term partnership growth
• Drive consistent global client service strategy and execution across regions and business units

Demand Planning & S&OP Integration

• Oversee enhanced demand planning processes to ensure accurate forecasting and resource alignment
• Partner with cross-functional stakeholders to integrate demand planning into Sales & Operations Planning (S&OP) processes
• Ensure alignment between client demand, capacity planning, and operational delivery

Project Execution & Organizational Effectiveness

• Drive excellence in project execution across global teams, ensuring delivery on scope, timelines, financials, and quality
• Lead organizational effectiveness initiatives, including process optimization, performance management, and operational scalability
• Oversee global project management activities, including Site Project Management (e.g., CAM, Labels), within a matrixed environment

Programs & Strategic Initiatives Oversight

• Provide leadership oversight for key transformational initiatives spanning the Global Client Services team
• Ensure alignment of strategic initiatives with business objectives and client commitments

Talent, Culture & Communication

• Partner with HR Business Partners to drive talent strategy, organizational design, and succession planning
• Lead learning & development and communication initiatives to strengthen team capabilities and engagement

Cross-Functional Leadership

• Collaborate with Finance Business Partners on financial planning, forecasting, and performance management
• Partner with Quality (GCS&P Quality Partner) to ensure compliance and continuous improvement
• Work closely with Executive Leadership Team (ELT) to align on strategic priorities and execution

Governance & Sponsorship

• Act as Executive Sponsor and Division CAS Sponsor for key initiatives and client engagements
• Establish governance frameworks to ensure effective decision-making, risk management, and accountability

Additional Details:

• Direct Report To: Division President, Clinical Trials Division
• Group/Division: PSG/CTD
• Career Track: Management
• Position Location: On-site, in office
• Number of Direct Reports: 4

REQUIREMENTS

Education:

• Bachelor's degree or equivalent required; advanced degree preferred

Experience:

• 12+ years of relevant experience, including significant leadership experience in project/program management and client services
• Proven experience leading global teams and operating within complex, matrixed organizations
• Strong background in demand planning, S&OP, and operational execution

Skills & Competencies:

• Strategic leadership with strong business and financial acumen
• Ability to influence at executive levels and across global, cross-functional teams
• Expertise in client relationship management and large-scale program delivery
• Strong organizational, communication, and change management capabilities