The Project Manager, MedSurg Professional Services & Customer Success, serves as the primary point of accountability for internal and external stakeholders across customer-facing Endoscopy digital implementation projects. Success in this role requires the ability to lead complex, multi-dimensional projects; translate clinical and technical requirements into executable plans; influence without direct authority; identify and resolve risks early; and maintain customer confidence throughout the implementation lifecycle.
Job Responsibilities:
Project leadership and accountability
- Own delivery of assigned Endoscopy digital implementation projects from intake through closure, ensuring alignment to scope, schedule, quality, customer adoption, and measurable outcomes.
- Develop and maintain comprehensive project plans, workstream schedules, milestone plans, RAID logs, decision logs, communication plans, and status reports.
- Lead project kickoffs, governance meetings, technical and clinical workstream meetings, milestone reviews, go-live readiness reviews, and project closeout activities.
- Serve as the primary liaison among customers, internal project teams, sales, clinical product specialists, service engineers, customer success, vendors, and line management.
Endoscopy implementation delivery
- Plan and coordinate implementation activities for Endoscopy medical-device systems, including equipment, workstations, software, network products, and related hospital infrastructure.
- Partner with customer IT, clinical engineering, endoscopy leadership, facility teams, and Client technical resources to confirm site readiness, technical requirements, access, connectivity, configuration, and deployment sequencing.
- Coordinate equipment setup, organization, installation, configuration, testing, updates, and readiness activities in accordance with approved procedures and customer requirements.
- Guide project activities through planning, implementation, training, go-live, stabilization, adoption, and closure while maintaining clear ownership of next steps and acceptance criteria.
Risk, issue, quality, and escalation management
- Proactively identify and manage risks across scope, schedule, cost, technical readiness, clinical workflow, adoption, quality, security, and customer satisfaction.
- Identify, prioritize, and resolve project issues promptly; escalate critical risks, issues, and decisions through the appropriate governance structure.
- Ensure customer complaints or concerns are documented, routed, and escalated in accordance with Client complaint-handling, quality, and service procedures.
- Promote safe, consistent, and repeatable implementation practices across customer sites and project teams.
Stakeholder engagement and communication
- Build effective working relationships with internal and external customers, including technical, clinical, operational, executive, and vendor stakeholders.
- Translate complex technical and clinical information into clear decisions, actions, status updates, and recommendations for different audiences.
- Facilitate alignment among stakeholders with competing priorities and influence outcomes without direct authority.
- Maintain customer confidence by setting expectations clearly, communicating proactively, and following through on commitments.
Differentiating factors
- Autonomy: Operates independently with minimal supervision and determines effective approaches to complex implementation challenges.
- Organizational impact: Drives the success of significant customer projects and processes while building consensus across functions and organizations.
- Innovation and complexity: Solves multi-dimensional problems spanning clinical workflows, technical infrastructure, medical devices, software, customer adoption, and operational readiness.
- Communication and influence: Engages effectively with hospital leaders, customer executives, technical and clinical teams, vendors, and Client leadership to negotiate outcomes and support informed decisions.
Schedule:
- Ability to travel to customer sites as required; travel will vary by project phase and customer needs. This is a home-based role with travel as needed. Demonstrated ability to work independently and collaboratively is a necessity in prior experience.
- This role may require onsite work in hospitals and customer facilities, including equipment setup, implementation support, training, verification activities, and go-live support.
- Expected schedule for this role is 40 hours per week.
Required Qualifications:
- Bachelor's degree in business, healthcare, information technology, engineering, clinical sciences, or related fields. Other education and combination of experience in lieu of a Bachelor's degree will be considered in similar roles.
- Minimum of 3 years of experience in healthcare IT, medical-device implementation, SaaS implementation, professional services, consulting, or related project management work.
- Experience leading complex customer-facing projects involving multiple technical, clinical, operational, or vendor workstreams.
- Demonstrated experience developing project plans, managing scope and schedule, coordinating stakeholders, tracking risks and issues, and reporting project status.
- Working knowledge of IT systems and processes, hospital IT practices, software and cloud infrastructure, and hardware/software deployment. Previous EHR integration or familiarity is highly preferred.
- Strong written, verbal, presentation, facilitation, and stakeholder-management skills.
- Strong organizational skills, attention to detail, judgment, urgency, and ability to manage competing priorities.
- Proficiency with Microsoft Office and project, service management, CRM, or related business systems.
- Valid driver’s license and ability to meet customer-site travel requirements.
- Driving is required for this role. Candidates must possess a valid driver’s license and will be subject to a review of their driving record prior to hire.
- Must reside in country where the job is posted.
- This job requires access to various healthcare facilities which may have stricter screening/credentialing requirements. Therefore, you may be required clear vendor credentialing.
Preferred Qualifications:
- PMP, CAPM, or equivalent project management certification.
- Experience implementing medical devices, clinical applications, endoscopy solutions, operating-room technologies, or other healthcare technology.
- Experience with system administration, virtualization, secure networking, infrastructure deployment, cloud migration, or security enhancements.
- Familiarity with service-based software, CRM platforms, EP Evaluator, or similar implementation and verification tools.
- PSA platform experience, preferably Certinia.
- Experience working with hospital clinical engineering, perioperative services, endoscopy, facilities, or biomedical/technical teams.
Benefits:
• This position is eligible for our ACA Medical Benefits and holiday pay
IQVIA is committed to creating an inclusive culture where diverse perspectives are valued, and employees are empowered to do meaningful work that helps improve patient outcomes. We provide equal employment opportunities to all qualified applicants and employees in accordance with applicable laws.
Note: This role is not eligible for visa sponsorship. Candidates must have authorization to work in the US without the need for sponsorship.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
The potential base pay range for this role is $50 per hour. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.