Director, SaaS Implementation & Service Delivery

Role Overview We are seeking a Director, SaaS Implementation & Service Delivery, who will be responsible for the end-to-end delivery strategy, execution excellence, and organizational performance of the Commercial Compliance implementation function. This role oversees all implementation team members, project managers, and functional delivery resources across Transparency and Stakeholder Engagement solutions. The Director ensures consistent, scalable, and high-quality delivery of MediSpend’s Commercial Compliance suite—owning project governance standards, resource planning, delivery KPIs, client escalation management, and cross-functional alignment with Product, Engineering, Customer Success, and Sales. This leader is accountable for on-time, on-budget implementations, improved time-to-value, reduced delivery risk, and operational maturity across the implementation organization. Scope of Leadership: Oversight of all Commercial Compliance implementation team members Accountability for delivery methodology, governance, and execution standards Enterprise project escalation and executive client engagement Resource capacity planning and utilization management Delivery performance metrics and reporting to executive leadership Key Responsibilities Implementation Strategy & Delivery Governance Own and continuously refine the Commercial Compliance implementation methodology. Establish standardized governance frameworks including: Steering committee structures RAID management processes Milestone gating and scope controls Release readiness standards Ensure alignment of implementation timelines with contractual scope and regulatory obligations. Drive consistency across implementations. Organizational Leadership & Team Development Lead, mentor, and develop Implementation Leads, Project Managers, and functional configuration specialists. Define clear role expectations, accountability models, and performance standards. Conduct workforce planning and resource allocation to support bookings growth. Identify skill gaps and build structured enablement programs. Partner with leadership on hiring plans aligned to growth and risk mitigation strategy. Delivery Performance & KPI Ownership Establish and monitor delivery KPIs, including: On-time project completion Budget adherence Time-to-go-live Resource utilization Post-go-live stabilization metrics Replace manual tracking with scalable reporting dashboards. Provide executive-level reporting to Commercial Compliance leadership. Client & Escalation Management Serve as executive escalation point for high-risk or complex enterprise implementations. Participate in strategic client meetings and executive governance sessions. Drive remediation plans for at-risk projects. Ensure smooth transition from implementation to Customer Success and Managed Services. Cross-Functional Alignment Partner with Product Management to align implementation readiness with product roadmap and regulatory updates. Collaborate with Engineering to manage integration timelines, defect prioritization, and release planning. Work closely with Customer Success to ensure adoption and post-go-live stabilization. Align with Sales on realistic scoping, pre-sale solutioning, and delivery commitments. Functional & Technical Oversight Oversee integrations including ERP, Concur, CRM, S2P systems, and HCP master data sources. Ensure consistent data migration, validation, and reconciliation practices. Drive quality assurance standards across configuration and development enhancements. Maintain alignment between Transparency and Stakeholder Engagement modules for seamless data flow. Operational Maturity & Continuous Improvement Develop and maintain implementation playbooks, templates, and documentation. Establish structured change management processes. Identify automation opportunities to increase scalability. Lead post-mortem reviews and continuous improvement initiatives. Qualifications 10+ years of experience in SaaS implementation, product delivery, or professional services leadership. 5+ years of people leadership experience managing managers and cross-functional teams. Proven success leading enterprise implementations in regulated industries. Strong knowledge of life sciences commercial compliance (e.g., CMS Open Payments, EFPIA, FMV governance, HCP engagement frameworks) preferred. Experience overseeing system integrations and data migrations in cloud-based environments. Bachelor’s degree required; PMP or equivalent certification preferred. Key Competencies Executive presence and ability to influence cross-functional leaders. Strong operational rigor and structured governance mindset. Strategic thinker with hands-on execution capability. Ability to manage complexity across multiple workstreams and product lines. Exceptional organizational discipline and risk management capability. Calm leadership under pressure with clear escalation judgment. Strong financial acumen related to project budgets and resource utilization. What we provide: Merit-based compensation – Competitive base salary plus bonus Work from anywhere – Roles are open to candidates located anywhere in the US (United States) Unlimited PTO (Paid Time Off), including Paid Holidays and Sick Leave 401k+ Match Comprehensive health, dental, and vision insurance Paid Parental Leave Health and wellness perks including life & disability insurance, healthcare funding options like FSAs (Flexible Spending Accounts) and HSAs (Health Savings Account), Dependent Care, an EAP (Employee Assistance Program) program, discounts, Learning and Development Working Conditions/Physical Demands: This position is fully remote, with limited travel that may be required for occasional team meetings, training sessions, or business events. Work is performed primarily in a home-office environment using standard office equipment such as a computer, keyboard, mouse, and phone. Employees are expected to maintain a safe, ergonomic, and confidential workspace with reliable high-speed internet access suitable for professional remote work. The role generally requires extended periods of sitting, viewing a computer screen, and communicating through written and verbal means. Occasional light physical activity (e.g., lifting materials or equipment up to 20 pounds) may be necessary. Reasonable accommodations will be provided in accordance with the Americans with Disabilities Act (ADA) and other applicable laws to enable qualified individuals with disabilities to perform the essential functions of the job. Employees working remotely must ensure their workspace meets company standards for safety, ergonomics, and data security as outlined in organizational policy. Disclaimer: This job description identifies the general duties and minimum level of skills required to perform this job. It is not intended to represent a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned. Notice for all applicants: we are seeking a permanent full-time employee, this is not a contractor position. Notice for Colorado and Washington applicants: In compliance with applicable pay transparency laws, the expected annual base salary for this role is $120,000–$150,000, plus eligibility for bonus and benefits. MediSpend is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law. To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.