Senior Manager, Customer Migration & Transformation

Role Summary

The Sr Manager, Customer Migration & Transformation is accountable for designing, industrializing, and scaling the end-to-end services delivery model for customer conversions to CLS. This role goes beyond execution - it builds a repeatable, system-driven conversion engine, ensuring predictable delivery, strong margins, and optimized customer experience. The role owns the migration delivery strategy, operating model design, capacity strategy, and customer lifecycle orchestration, partnering closely with Sales, Support, Product, Contracts, and Marketing within the CLS Conversion Program.

Clinisys' AI Philosophy

Building an AI‑first organization is central to Clinisys' purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI‑enabled, cloud‑based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier and safer communities.

Operating across more than 30 countries, Clinisys expects all colleagues-regardless of role or function-to work confidently with AI‑enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve. We must drive an AI-first sense of purpose and urgency.

Key Responsibilities - Industrialized Delivery Model & Strategy

* Own the services conversion model across differing migration plays, ensuring right-fit delivery approaches by complexity and scale.

* Design and scale a standardized, industrialized delivery system for conversions to CLS, transitioning from bespoke execution to a repeatable, factory-based model.

* Define and maintain migration paths, playbooks, service scopes, and reusable assets by customer segment.

* Stand up and evolve a conversion factory / pod-based delivery model, optimizing for speed, quality, and cost efficiency.

* Own end-to-end capacity planning and demand modeling for conversion services across regions and functions.

* Design a blended global delivery model (onshore, offshore, and third-party partners) to optimize cost, scalability, and expertise.

* Actively manage utilization, margin, and delivery efficiency, ensuring strong financial performance while maintaining customer outcomes.

* Operate as the Services leader within the CLS Conversion Program governance model, ensuring alignment to program priorities.

* Define and manage delivery through clear KPIs and metrics, including:

* Predictable delivery timelines

* Margin improvement

* Reduction in hyper care intensity

* Increased reuse of tools and playbooks

Skills Needed to be Successful:

Delivery Leadership & Operating Model Expertise

* Systems thinking mindset with the ability to design scalable, repeatable service delivery models.

* Ability to translate delivery challenges into standardized processes, tooling, and automation solutions.

* Strong financial and operational acumen, including capacity modeling, margin management, and utilization optimization.

* Experience balancing customer experience, delivery speed, and cost efficiency in decision-making.

Cross-Functional Influence & Execution

* Ability to influence stakeholders and drive execution without direct authority across global teams.

* Strong executive communication and cross-functional leadership skills.

* Proven ability to enable, train, and drive adoption of standardized tools, templates, and processes.

Continuous Improvement & Performance Optimization

* Focus on reducing variability, cycle time, and manual effort through standardization and process discipline.

* Data-driven mindset with experience using KPIs and metrics to drive performance and continuous improvement.

AI & Automation Enablement

* Practical experience leveraging AI and automation to improve service delivery efficiency, including reducing manual effort and accelerating migration timelines.

* Ability to identify, evaluate, and implement AI-driven solutions (e.g., workflow automation, intelligent data mapping, predictive capacity planning).

* Experience…