Alimentiv logo

Director, Project Management

Alimentiv

Canada, PolandFull-timeDirector

Job description

ABOUT ALIMENTIV Alimentiv is a global CRO with a singular focus: advancing therapies for patients with gastrointestinal diseases. GI is our WHY and for more than 30 years that purpose has driven our scientific rigour, operational excellence, and deep therapeutic expertise, including supporting more than 70% of IBD compounds in development. We operate as a private, profit-with-purpose company, channeling our commercial success back into scientific research, technology, and our people. With approximately 700 people across multiple countries and three service lines, we are growing deliberately, and the capability of our leaders and our organization is central to how we get there. If you want to do meaningful work, build something real, and invest back in research that changes lives — we want to meet you.THE OPPORTUNITY Lead and inspire the global delivery of full-service clinical trials by providing strategic oversight to project management and project finance teams, ensuring seamless execution, operational excellence, and an exceptional client experience across every stage of the project lifecycle. As a key member of the senior leadership team, help shape and execute organizational strategy, driving innovation, scalable processes, and best-in-class practices that elevate customer service, strengthen talent development, and enhance operational performance. Champion initiatives that support sustainable growth, high-quality reporting, and the achievement of both short- and long-term divisional goals aligned with the organization’s vision and mission. This role plays a critical part in advancing operational effectiveness through process optimization, policy development, quality oversight, compliance monitoring, and strategic resource planning. Provide leadership and mentorship to global staff and contractors while fostering a culture of accountability, collaboration, and continuous improvement. Act as a trusted partner to sponsors and clients, representing project management and finance teams throughout the clinical trial lifecycle and ensuring delivery of high-quality, timely, and compliant services aligned with industry and regulatory standards. In addition, support Business Development efforts through strategic input into proposals, bid development, and client defenses, contributing to the organization’s continued growth and market leadership. Positions Available: 1; Note this position is cross-listed in multiple countries. Responsibilities This role will include a combination of the following: Operational Planning & Oversight (40-50%) As part of the senior management team, participates in the operational planning process identifying and advocating on behalf of the functional area and the stakeholders it supports. Guides the departmental planning and implementation process to transform strategic plans and direction into measurable operational short- and long-term goals and targets. Oversee and/or participate in the project development process working with Sponsors and functional Directors to negotiate and deliver quality product(s), assessing resource and financial and safety requirements, assigning resources, overseeing trial conduct, information, and data confidentiality, and supporting project teams by assisting the troubleshooting and resolution process while ensuring all align with corporate objectives. Responsible to ensure sufficient project level staffing and maintain utilization targets. Represent project operations on cross-department planning initiatives. Unit Leadership, Team Management and Engagement (30-40%) Serve as a role model, motivator, and mentor to members of the Clinical Project Operations team ensuring functional areas are adequately staffed with qualified personnel, providing ongoing support to managers and/or leaders in the areas of work allocation, resource planning, staff allocation, training and development, employee engagement, team development and performance management (staff evaluation, performance improvement and lost time management). Acts as senior representative of project operations team at client meetings. Represent project operations at business development meetings including but not limited to bid defenses, general capabilities, and scientific conferences. Attend and present at investigator meetings as needed. Product Service/Excellence (10-15%) Works in collaboration with leadership team to achieve excellence in project services, evaluating and implementing recommendations to minimize organizational risk, meet all regulatory and/or industry standards, while creating and promoting programs that support the Organization's growth as a world class provider of clinical research and research services. Budget Planning & Financial Risk Management (10-15%) Working in conjunction with members of the senior leadership team to plan, manage, advocate and report on behalf of the department during the budget and annual operational review processes. Maintain knowledge of financial and regulatory risks and requirements related to department service delivery and direct the development of methodologies to review, monitor, and manage risks and requirements. Work in conjunction with business development to prepare budgets and proposal text in response to requests for proposal, requests for information and statements of work. Oversee change order development for full-service projects ensuring realization of project costs are achieved in line with work performed. Qualifications Job Experience & Education Requirements: Undergraduate university degree (Bachelor or Honors Bachelor) + minimum of 10 years related experience and training/continuous ongoing development OR College diploma/degree and a minimum of 15 years related experience. Deep experience in full-service project management leadership, coaching and leading a team with an excellence mindset. Financial Resource Management: significant financial responsibility (extensive parti

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