General Manager, Functional Service Provider (FSP)

Lead Strategic Partnerships. Drive Operational Excellence. Shape the Future of Clinical Research.

Parexel is seeking an experienced and commercially-minded General Manager, Functional Service Provider (FSP) to lead one of our strategic customer relationships. This executive leadership role combines operational oversight, financial accountability, client partnership, and business growth responsibilities across a large-scale clinical research portfolio.

This position is ideal for a senior leader with deep experience in clinical research, contract research organizations (CROs), pharmaceutical, biotech, or functional service provider (FSP) environments who excels at building high-performing teams, managing complex global operations, and driving long-term customer success.

As the primary executive leader for an FSP account, you will be responsible for ensuring exceptional service delivery, achieving financial and operational targets, strengthening executive-level client relationships, and identifying opportunities to expand our partnership and services.

What You'll Do

Strategic Leadership & Account Management

• Lead the overall strategy, performance, and growth of a significant FSP customer account.
• Establish operational priorities and long-term account objectives aligned with customer needs and Parexel's business goals.
• Build trusted relationships with senior customer stakeholders, including executive and C-suite leaders.
• Lead governance meetings and executive business reviews to ensure alignment, transparency, and customer satisfaction.
• Act as the primary customer contact following contract award and oversee successful transition from sales to delivery.
• Maintain deep knowledge of customer pipelines, development programs, market dynamics, and strategic priorities.

Operational Excellence & Service Delivery

• Provide executive oversight across all functions delivering services within the FSP account.
• Ensure projects and programs are delivered on time, within scope, and at the highest quality standards.
• Drive resource planning, workforce allocation, and operational efficiency across the account.
• Establish and monitor key performance indicators (KPIs) to measure delivery, quality, productivity, and customer satisfaction.
• Lead continuous improvement initiatives that enhance efficiency, reduce risk, and strengthen delivery outcomes.
• Address operational challenges proactively and implement corrective actions when necessary.

Financial Leadership

• Own the financial performance of the account, including:
  • Revenue goals
  • Profitability and margin targets
  • Budget planning
  • Cost management
  • Resource utilization
  • Financial forecasting
• Partner with program and functional leaders to identify and execute margin improvement opportunities.
• Monitor account performance and provide strategic recommendations based on financial and operational data.
• Ensure effective management of customer contracts and commercial commitments.

People Leadership & Talent Development

• Lead, coach, and develop a team of senior leaders, managers, and functional experts.
• Build a high-performing culture focused on quality, accountability, collaboration, and customer success.
• Ensure effective succession planning and development of future leaders.
• Drive performance management, career development, and employee engagement initiatives.
• Partner with Learning & Development teams to identify and implement training strategies.
• Recruit, retain, and develop top talent across the organization.

Client Growth & Business Development

• Identify opportunities to expand services and strengthen strategic partnerships within existing customer accounts.
• Partner with Commercial Account Leads and Solution Consultants to develop and execute account growth strategies.
• Lead repeat business opportunities and support proposal development, RFP responses, and bid defense meetings.
• Represent Parexel in customer interactions, industry forums, conferences, and business development activities.
• Provide subject matter expertise during sales pursuits and strategic account discussions.

Organizational Leadership

• Champion operational improvements, process optimization, and change management initiatives.
• Contribute to corporate and departmental strategy development.
• Promote best practices, compliance, and organizational effectiveness across the business.
• Ensure adherence to regulatory requirements, internal policies, and industry standards.

What We're Looking For

Required Qualifications

• Significant leadership experience within:
  • Clinical research organizations (CROs)
  • Pharmaceutical companies
  • Biotechnology companies
  • Functional service provider (FSP) environments
  • Other healthcare research organizations
• Demonstrated success leading large, matrixed, and geographically dispersed teams.
• Experience managing strategic customer relationships at senior and executive levels.
• Strong financial acumen, including budgeting, forecasting, profitability management, and resource planning.
• Proven experience driving operational performance across complex portfolios, programs, or business units.
• Experience supporting business development activities, proposals, and client presentations.
• Strong analytical, negotiation, influencing, and decision-making skills.
• Excellent verbal, written, and presentation skills.
• Bachelor's degree in Life Sciences, Pharmacy, Nursing, Healthcare, or a related field, or equivalent experience.

Preferred Qualifications

• Advanced degree (MBA, MS, PharmD, PhD, or equivalent).
• Extensive FSP leadership experience.
• Deep knowledge of global clinical development and clinical operations.
• Broad therapeutic area expertise.
• Experience working with major pharmaceutical and biotechnology customers.
• Knowledge of clinical research technologies such as:
  • CTMS (Clinical Trial Management Systems)
  • EDC (Electronic Data Capture)
  • EDMS (Electronic Document Management Systems)
  • IWRS/IRT platforms
  • Microsoft Office Suite

Key Success Measures

In this role, success will be measured by:

• Customer satisfaction and account retention
• Revenue growth and profitability achievement
• Operational delivery performance
• Quality and compliance outcomes
• Employee engagement and talent development
• Expansion of services within strategic accounts
• Continuous improvement in efficiency, productivity, and risk management