About Signant Health
At Signant Health, we help bring life-changing treatments to patients faster. We are a global evidence generation company that supports clinical trials with smart technology, scientific expertise, and hands-on operational support — so better data leads to better decisions in healthcare. We embrace AI and advanced technologies to enhance every aspect of what we do, from data analysis to operational efficiency.
Our teams work at the intersection of science, technology, and patient experience, delivering digital solutions powered by AI innovation that make clinical trials more efficient, more accurate, and more accessible around the world. Trusted by leading pharmaceutical companies and CROs, our platforms and services support studies across more than 90 countries and have contributed to hundreds of new drug approvals.
If you are motivated by meaningful work, global impact, and innovation in clinical research and digital health — including the opportunity to work with cutting-edge AI technologies — you will find purpose and opportunity at Signant Health.
About the Role
The Senior Service Operations Lead is responsible for strategically overseeing and optimising our service operations, ensuring consistently high-quality service delivery, and leading cross-functional continuous improvement initiatives. This senior role is critical in maintaining operational excellence at scale, managing operational risk, and aligning IT services and capabilities with current and future business goals.
KEY ACCOUNTABILITIES - Function
- Provide strategic leadership for day-to-day service operations, ensuring efficiency, stability, and consistently high service quality.
- Define, develop, and drive strategic operational initiatives that are tightly aligned with business objectives and future growth needs.
- Lead, mentor, and grow a high-performing team of service professionals, fostering accountability, collaboration, and continuous improvement.
- Oversee analysis of operational data and dashboards to identify trends, systemic issues, and opportunities for optimization at scale.
- Collaborate with senior stakeholders and cross-functional teams to enhance service delivery, customer satisfaction, and business value.
- Establish, refine, and govern robust quality control processes, KPIs, and performance management frameworks for service operations.
- Own strategic vendor and partner management, including contract negotiations, performance reviews, and ensuring service level agreements are consistently met or exceeded.
- Ensure strong compliance posture with relevant regulations, industry standards, audit requirements, and internal company policies.
- Champion innovation and the adoption of best practices and frameworks in IT service management (e.g., ITIL), including the practical use of automation and AI to improve reliability, speed, and customer experience.
- Proactively identify, assess, and mitigate operational risks, driving resilience, business continuity, and operational excellence across all services.
KNOWLEDGE, SKILLS & ATTRIBUTES
Essential:
- Demonstrated ability in the following areas (depth will vary by candidate):
- IT Service Management & ITIL: Solid understanding of ITIL-based service delivery processes (incident, request, problem, change, service level management) and how to apply them in a modern IT environment.
- Service Level & Performance Management: Able to define, interpret, and manage SLAs, OLAs, and KPIs; experienced in using dashboards and reports to track service performance and drive improvements.
- IT Infrastructure & Platforms: Working knowledge of core infrastructure components (networks, servers, cloud services, end-user services) is sufficient to understand impacts, assess risks, and coordinate technical teams.
- Monitoring, Incident & Problem Management: Capable of using monitoring and observability tools to detect issues, coordinate incident response, and support root cause analysis and long-term fixes.
- Change & Release Management: Experience planning and coordinating changes, releases, and maintenance windows to minimize business impact while ensuring service stability.
- Service Continuity & Availability: Understanding capacity, availability, and continuity concepts; able to contribute to resilience planning, disaster recovery exercises, and risk mitigation.
- Vendor & Tooling Ecosystem: Familiar with common ITSM and service delivery toolsets (e.g., Jira Service Management) and experienced working with external vendors and service providers.
Desirable:
- Clear and confident communication skills, with the ability to simplify complex topics for different audiences and stakeholders.
- Strong leadership and people skills, including the ability to coach, give feedback, and handle difficult conversations constructively.
- Advanced problem-solving and critical thinking, especially under pressure and during major incidents.
- High levels of collaboration and teamwork, working effectively across IT, business, and vendor teams.
- Excellent stakeholder and relationship management, balancing operational realities with business expectations.
- Strong prioritization, time management, and organizational skills in a fast-paced, multi-tasking environment.
- Resilience and adaptability, remaining calm, solution-focused, and positive during change and uncertainty.
- Strategic, big-picture thinker who can also dive into operational details when needed.
- Strong ownership mindset, taking accountability for outcomes rather than tasks.
- Proven ability to lead, inspire, and develop high-performing teams through change and ambiguity.
- Data-driven and analytical, using metrics and insights to guide decisions and prioritization.
- Highly collaborative, able to influence and build trust with senior stakeholders and cross-functional teams.
- Constantly seeking improvement, challenging the status quo, and driving adoption of best practices in service management.
- Calm and decisive under pressure, especially during major incidents and operational crises.
Why Signant Health?
At Signant Health, your work has real impact. Everything we build, support, and deliver helps advance clinical research and bring new treatments to patients faster — improving lives around the world. Our teams combine science, technology, and operational expertise to solve complex clinical trial challenges, and every role contributes to that mission.
We offer a collaborative, global environment where you can grow your career while working alongside experts across clinical, technology, data, and operations, with opportunities to learn, take ownership, and drive meaningful innovation — not just maintain the status quo.
If you are looking for purpose-driven work, smart colleagues, and the opportunity to help shape the future of clinical research and digital health, Signant Health is the place to do it.
At Signant Health, accepting difference isn't enough — we celebrate it, we support it, and we nurture it for the benefit of our team members, our clients, and our community. We are proud to be an equal opportunity workplace and an affirmative action employer, committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Prior to their start date, all candidates are required to be verified through a thorough background check and identity verification to confirm eligibility for employment.
Unsolicited resumes submitted by agencies or third-party recruiters directly to hiring managers or any Signant Health employee will not be considered and will not obligate Signant Health to any fees or terms associated with the submission.
#LI-CL1
At Signant Health, accepting difference isn't enough — we celebrate it, we support it, and we nurture it for the benefit of our team members, our clients, and our community. We are proud to be an equal opportunity workplace and an affirmative action employer, committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Prior to their start date, all candidates are required to be verified through a thorough background check and identity verification to confirm eligibility for employment.
