Project Manager - Client Services

06 Jan 2021
04 Feb 2021
Project Management
Full Time
Contract Type
Experience Level

Cenduit, an IQVIA business, is a recognized industry leader in the IRT market and eClinical field, and have implemented over 1,600 clinical trials requiring patient randomization, clinical supply distribution and returns/destruction accountability. In over 10 years of operation, Cenduit has worked closely with more than 100 global biopharmaceutical companies and has deep integrations with many CROs, across all geographies. We have successful ongoing relationships with leading clinical supply packaging and distribution organizations, as well as extensive integrations with eClinical systems such as EDC, CTMS and Labs. We are IRT focused - dedicated to quality-first and patient outcomes. Our core expertise is strongly focused on randomization of patients and the management of clinical trials supplies.

Your role

This position is designed to ensure that the expectations of a clinical systems design project (IRT, IVRS, IWRS system) are met, to the client’s satisfaction, and in accordance with SOP’s, policies, and practices.The Project Manager will be responsible for managing the project life cycle; this includes discussions with clients, development of the project specifications, documentation of project set up, coordination with overseas technical operations team, and management of all project related activities through to project completion.This individual will be the primary point of contact to the client teams; as such, the ability to communicate effectively, as well as to build/maintain relationships with clients will be essential to professional success.

The main purpose of this role is to manage the assigned IRT studies in a way that ensures all patients get the study drug on time and the study and data integrity are maintained from study go live to close out. An important aspect of this role is to develop the relationship with the client while the study is ongoing in such a way that they look to Cenduit as a trusted partner.


Client service (40%)

  • Act as main point of contact for the client during study maintenance
  • Organise or participate in regular client meetings
  • Respond to all client requests in a timely manner
  • Manage budget and Change Orders (Cos) as required
  • Provide regular updates to client on study related information
  • Proactively review supply strategy for improvements and identify risks
  • Periodically review study data to identify trends or issues

Data Changes (20%)

  • Author data change requests based on client’s need
  • Pre-approve data change requests raised by Helpdesk staff
  • Coordinate the implementation and review of the data changes

Helpdesk Support (20%)

  • Review Helpdesk tickets that get escalated from Helpdesk to Project Management
  • Take appropriate actions to resolve the tickets as quickly as possible
  • Initiate updates to Helpdesk study guides

Other tasks (20%)

  • Draft study specific user guides and finalise based on PM comments
  • Investigate issues and manage them through to resolution
  • Review study alerts and action or escalate as appropriate in a proactive way
  • May provide information and training to new hires
  • May attend Investigator Meetings, or participate in client audits (representing study)
  • May manage System Change Requests (SCRs) for bug fixes other than the category
    of “PMG”.
  • Work with a system design PM, assisting with User Guides and Helpdesk study guides
    for SCRs as needed
  • Other related duties as required by business need

Skills & Competencies

  • Strong customer service ethic, always providing excellent service to both internal and
    external ‘clients’.
  • Confident in working with external Clients.
  • Accountable to perform tasks on-time, and with high quality. Excellent written and
    verbal communication skills
  • Strong team player with ability to work independently
  • Solid organizational skills including attention to detail and multi-tasking skills
  • Good problem solving and analytical skills
  • Ability to learn a technical system (continued development of technical aptitude)
  • Strong IT skills and working knowledge of Microsoft Office

Education & Experience

  • Bachelor's degree or equivalent combination of education, training and experience
  • Proven clinical research or project management experience
  • Experience working in a customer service environment preferred

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at

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