Customer Data Delivery Lead (Director)

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

The PPD™ clinical research business of Thermo Fisher Scientific is a leading provider of global CRO solutions to customers in pharmaceutical, biotechnology, medical device, academic and government industries. Our Digital Solutions group is re-designing the clinical research model with purpose-built, CRO-owned technology integrated into every study. Our forward-thinking, AI-enabled solutions accelerate and optimize every phase of the clinical development journey.

Position SummaryThe Customer Data Delivery Lead (known internally as IT Director, band 9) serves as a senior sponsor-facing data leader within the Clinical Research Group of Thermo Fisher (CRG) Digital, partnering directly with CRO sponsors and clinical stakeholders to understand their clinical trial data needs and translate those requirements into actionable data solutions.

This role operates at the intersection of clinical trial operations, clinical data, and technology, working closely with sponsors to define meaningful data deliverables that support trial oversight, operational decision-making, and program performance.

The Customer Data Delivery Lead acts as the bridge between sponsor requirements and CRG Digital’s technical and data platform teams—translating clinical and business needs into clear functional requirements and solution designs. While this role collaborates closely with engineering and platform teams, it does not own platform operations or governance, instead focusing on customer engagement, solution definition, and end-to-end delivery coordination.

Reporting to the Head of Data Capabilities, CRG Digital, this role leads Customer Solutions Specialists, BSAs, and cross-functional delivery teams in a matrixed environment to ensure sponsors receive high-quality, timely, and impactful data solutions.  

Key ResponsibilitiesSponsor Engagement & Clinical Data Partnership

• Serve as the primary data engagement partner for sponsors, building strong relationships with clinical, operational, and analytics stakeholders.
• Engage directly with sponsors to understand their clinical trial oversight, operational reporting, and data access needs, translating these requirements into actionable data solutions.
• Lead structured discovery conversations and working sessions with sponsor teams to clarify business objectives, data requirements, and success measures.
• Collaborate with Customer Success and account teams to support customer discussions, solution workshops, and RFIs, ensuring CRG Digital’s data capabilities align with sponsor needs.
• Provide clear communication with sponsor stakeholders regarding scope, timelines, and delivery expectations.

Solution Design & Requirements Translation

• Translate sponsor business and clinical data needs into clear functional and technical requirements for internal delivery teams.
• Define solution approaches that align sponsor requirements with CRG data sources, systems, and delivery mechanisms, including datasets, dashboards, APIs, or file-based deliverables.
• Act as a clinical data subject matter expert during solution design discussions, ensuring technical teams understand the context and purpose of the data being delivered.
• Partner closely with Business Systems Analysts, data engineers, and platform teams to ensure solution feasibility and alignment with CRG Digital architecture.
• Identify opportunities to standardize repeatable solutions and reusable data packages across sponsor engagements.

Delivery Leadership & Coordination

• Lead the end-to-end coordination of sponsor data deliverables, ensuring alignment between sponsor expectations and internal technical execution.
• Work across CRG Digital teams—including Data Platforms, CRG IT, Customer Success, and business stakeholders—to ensure data is sourced, modeled, and delivered effectively.
• Manage delivery timelines, dependencies, and risks while maintaining clear communication with internal teams and sponsor stakeholders.
• Ensure data solutions are delivered with high quality and meet agreed-upon timelines, SLAs, and acceptance criteria.

Value Realization & Innovation

• Ensure sponsor data solutions deliver meaningful value by supporting improved trial oversight, operational insight, and decision-making.
• Identify patterns across sponsor requests to help develop scalable, repeatable data capabilities that expand CRG’s data delivery offerings.
• Collaborate with product and platform teams to evolve CRG Digital’s data capabilities based on sponsor feedback and emerging industry needs.
• Contribute to data innovation initiatives that improve how sponsors access and leverage clinical trial data.

People & Organizational Leadership

• Lead and develop a team of Customer Solutions Specialists, BSAs, and delivery partners, including both internal team members and external partner resources.
• Foster a customer-first mindset, emphasizing collaboration, accountability, and continuous improvement.
• Provide leadership and coordination across matrixed teams to ensure alignment on priorities and delivery objectives.
• Ensure external partner teams operate as a seamless extension of CRG Digital delivery capabilities.

Experience

• Bachelor's degree or equivalent and relevant formal academic / vocational qualification (Advanced degree preferred).
• 10+ years of experience working with clinical trial data within a CRO, eClinical technology provider, sponsor organization, or digital health/data company.
• At least 5 years of experience in sponsor-facing roles involving clinical data delivery, analytics, or solution design.
• Demonstrated experience translating complex clinical data and operational requirements into technical or analytical solutions.
• Strong understanding of clinical trial operations and associated data ecosystems, including areas such as: Clinical operations, Patient recruitment, Study start-up, Data management, Risk-based monitoring (RBM), Safety and pharmacovigilance
• Experience leading cross-functional delivery teams in global matrix organizations.
• Strong ability to work collaboratively with engineering, data platform, and product teams to deliver complex solutions.

Preferred Qualifications

• Experience working with CRG / PPD clinical systems and data sources.
• Prior experience delivering data or analytics solutions directly to sponsors in CRO environments.
• Familiarity with clinical data standards, interoperability models, or clinical analytics platforms.

Competencies:

Sponsor Partnership & Account LeadershipBuilds trusted relationships with sponsor stakeholders and serves as a strategic partner in defining and delivering clinical data solutions.

Clinical Data FluencyDemonstrates deep understanding of clinical trial operational and subject-level data, including how data is captured, managed, and used to support trial oversight and decision-making.

Solution Design & Technical TranslationTranslates sponsor requirements into structured solution designs, identifying relevant data sources, defining requirements, and collaborating with technical teams responsible for implementation.

Delivery OrchestrationCoordinates cross-functional teams to deliver sponsor data solutions efficiently while managing timelines, dependencies, and quality.

Stakeholder Influence & Matrix LeadershipLeads across teams without direct authority, aligning stakeholders across CRG Digital, Data Platforms, Customer Success, and technical teams.

Continuous Improvement & InnovationIdentifies opportunities to streamline delivery processes, standardize common solutions, and improve the overall sponsor data experience.

At Thermo Fisher Scientific, we are committed to fostering a healthy and harmonious workplace for our employees. We understand the importance of creating an environment that allows individuals to excel. Please see below for the required qualifications for this position, which also includes the possibility of equivalent experience:

• Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.
• Able to work upright and stationary for typical working hours. 
• Ability to use and learn standard office equipment and technology with proficiency.
• Able to perform successfully under pressure while prioritizing and handling multiple projects or activities. 
• May require as-needed travel (0-25%).

 

Location: Remote US (east coast preference). Relocation assistance is NOT provided.  

*Must be legally authorized to work in the United States without sponsorship. *Must be able to pass a comprehensive background check, which includes a drug screening.  

The annual salary range estimated for this position in North Carolina is $185,000-215,000 USD. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy.