We are a growing SaaS company seeking an experienced Program Director to oversee our strategic offshore development partnership. This role will be critical in ensuring delivery excellence and optimizing our relationship with our development partner.
Background In mid-2023, Signant Health entered a multi-million-dollar contract with a third-party offshore development company to provide development and maintenance for one of our SaaS products designed to manage and deliver clinical trials for dozens of global pharma and biotech companies.
Position Overview The Program Director will be responsible for managing our relationship with our offshore development partner, with a focus on delivery quality, issue resolution, and continuous improvement. This role requires both strong technical acumen and business management skills.
The Program Director will directly manage the vendor's development and maintenance teams and ensure that they are delivering – in conjunction with the company's internal cloud operations team – on commitments, including the successful integration of the product into customers' operations.
The Program Director will be accountable for improving the software quality by reducing the number of bugs, ensuring successful software releases, quickly resolving customer issues, reducing waste, delivering on committed timelines, and making sure that seamless handoffs and collaboration occurs between working teams. The Program Director will be expected to renegotiate and improve the Service Level Agreements (SLAs) with the vendor. Lastly, the Program Director will ensure that the vendors' employees understand the way the technology is used as a solution in our customers' operations.
The position will report to Signant Health's Chief Technology Officer and will work closely with the General Manager of the business.
The position will be based in [City/Metro Area], India.
Key Responsibilities Serve as the primary liaison between our company and offshore development partnerDrive delivery quality through established KPIs and performance metricsManage issue resolution and escalation processesOversee contract compliance and vendor governanceImplement and maintain quality assurance frameworksLead strategic planning for resource allocation and capacity managementProvide regular reporting on vendor performance and project statusRequired Qualifications 7+ year's experience managing offshore development teams, preferably with Indian IT service providersProven track record of improving delivery quality in SaaS environmentsStrong technical background with understanding of modern SaaS architecture and development practicesExperience with vendor SLAs, KPIs, and performance management frameworksBachelor's degree in Computer Science, Information Technology, or related fieldTechnical Skills Understanding of cloud architecture and SaaS developmentExperience with agile development methodologiesAbility to review and evaluate technical solutionsFamiliarity with quality assurance frameworks and best practicesBusiness Skills Vendor contract management and negotiationRisk and issue managementStrategic resource planningBudget management and cost controlSoft Skills Excellent communication abilities across cultural and geographical boundariesStrong analytical and problem-solving capabilitiesProven leadership and influence skillsAbility to manage multiple priorities in a fast-paced environmentWhat Success Looks Like Improved delivery quality metrics within first 6 months.Established robust issue management and resolution processes.Enhanced transparency and communication between onshore and offshore teams. The two key teams: Products and Cloud Ops ---- Vendors maintenance and Engineering.Optimized vendor performance and resource utilizationTravel Requirements Occasional travel to vendor locations may be required (10-15%)
#J-18808-Ljbffr