Technology Delivery Manager - Salesforce Health Cloud

Manager, Patient Strategy & Services (PSS) Technology We are looking for experienced leaders with strong Salesforce CRM/PRM (health cloud) implementation expertise to lead large, complex patient services transformation programs. This role is accountable for endtoend delivery, solution development, team leadership (including contractors and technofunctional specialists), and growth of new client programs. The Manager sits at the intersection of strategy, solution architecture, delivery execution, and business development, working closely with senior client stakeholders, ZS leadership, and multidisciplinary delivery teams. The ideal candidate brings handson implementation experience, a proven ability to build and lead diverse delivery teams, and demonstrated success in selling and scaling new programs across global life sciences clients. 1. Program Leadership & Delivery Ownership Own endtoend delivery of largescale Patient CRM / PRM implementations on Salesforce Health Cloud and Life Sciences Cloud, from discovery through golive and hypercare. Lead multiple workstreams across enrollment, case management, reimbursement, patient engagement, nurse educator workflows, and AIenabled capabilities. Establish delivery governance including scope, roadmap, release planning, risk management, quality assurance, and executive reporting. Ensure solutions are scalable, compliant, and reusable across brands, markets, and therapeutic areas. 2. Solution Development & Architecture Leadership Lead solution development by shaping endtoend functional and technical designs in partnership with solution architects and engineering leads. Drive key design decisions across Health Cloud data models, service processes, integrations, security, and extensibility patterns. Ensure alignment between business objectives, Salesforce platform capabilities, and longterm client technology strategy. Champion an OOTBfirst, acceleratordriven approach to improve speedtovalue and consistency across programs. 3. Team Leadership & Resource Management Build, lead, and mentor diverse delivery teams, including ZS consultants, offshore/onshore resources, contractors, and specialized technofunctional roles. Own staffing strategy, onboarding, performance management, and capability development across programs. Foster strong collaboration across business analysts, architects, developers, QA, data/integration specialists, and change management teams. 4. Stakeholder Management & Client Advisory Serve as the senior client advisor, engaging with executive stakeholders across business, IT, operations, and compliance. Lead executivelevel workshops to define futurestate operating models, KPIs, governance structures, and transformation roadmaps. Advise clients on best practices in patient services, reimbursement models, digital adherence, specialty and rare disease programs. Manage escalations, align expectations, and ensure sustained client satisfaction and value realization. 5. Selling & Program Expansion Identify, shape, and sell new programs within existing and new client accounts. Lead or significantly contribute to pursuits, RFPs, and proposals, including solutioning, scope definition, estimates, resourcing models, and delivery approach. Partner with ZS leadership to grow longterm client relationships and expand PSS technology footprint. Contribute to development of reusable assets, accelerators, and thought leadership to support gotomarket efforts. 6. Data, Integration & Insights Leadership Provide oversight on integration strategy across HUB vendors, specialty pharmacies, EMR partners, and broader patient ecosystems. Guide data and reporting strategy for therapy initiation, adherence, operational performance, and patient outcomes . Ensure analytics and insights are embedded into solution design to support decisionmaking and continuous improvement. Required Skills & Experience 12-14 years of experience in technology consulting, with significant handson Salesforce implementation experience . Proven track record leading endtoend CRM/PRM implementations , preferably on Salesforce Health Cloud or Life Sciences Cloud . Strong background in life science/pharma essential. Experience and exposure to pharma patient services is preferable . This includes HUB operations, reimbursement, specialty therapies, oncology, or rare disease programs. Demonstrated experience managing large, diverse teams , including contractors and specialized technofunctional roles. Proven ability to sell, scope, and grow new programs with senior client stakeholders. Excellent leadership, communication, and executivelevel presentation skills. Preferred Qualifications Salesforce certifications: Health Cloud Consultant, Life Sciences Cloud, or Architecture certifications. Experience working with large global pharma clients across multibrand and multimarket programs. Exposure to AIdriven, agentic, or automationled workflows in patient services or CRM ecosystems.