• Provide strategic leadership and governance across ITSM processes: Incident, Problem, Change, and Release Management • Define and execute a roadmap to improve service stability, reduce incidents, and increase operational efficiency • Lead, mentor, and develop a global team of ITSM professionals, fostering a culture of accountability, collaboration, and continuous improvement • Align ITSM practices with ITIL frameworks and Parexel’s business objectives, regulatory requirements, and quality standards • Oversee major incident management, ensuring rapid restoration of services and effective executive communication during critical events • Drive root cause analysis (RCA) and problem management practices to eliminate recurring issues • Govern the Change Advisory Board (CAB) and ensure changes are implemented with minimal risk and disruption • Manage release schedules and ensure seamless coordination across application, infrastructure, and business teams • Act as a business owner/stakeholder for ServiceNow ITSM modules (Incident, Problem, Change, Release) • Partner with platform engineering teams to enhance workflows, automation, and reporting capabilities • Ensure accurate data, reporting, and KPI dashboards to support decision-making and executive visibility • Establish and enforce policies, standards, and procedures across ITSM processes • Ensure compliance with GxP, SOX, and other regulatory requirements as applicable • Define and monitor KPIs such as MTTR, change success rate, incident backlog, and problem resolution effectiveness • Drive continuous service improvement initiatives using data-driven insights and industry best practices • Serve as a key liaison between IT, business stakeholders, and executive leadership

• Drive the evolution of Remote Research Clinicians services by helping expand capabilities, enhance operational effectiveness, and strengthen quality across global clinical research programs • Partner with sponsors, business development, delivery, and functional leaders to support strategic growth initiatives and client engagement • Identify opportunities to improve operational efficiency, scalability, and service excellence • Lead operational transformation initiatives, including technology adoption and workflow optimization • Collaborate with product, technology, and operations teams to implement innovative solutions that enhance clinical trial delivery • Support the development and expansion of new services and operational capabilities • Drive continuous improvement initiatives focused on quality, productivity, and customer experience • Partner with quality and compliance teams to strengthen operational standards, governance, and risk management • Establish performance metrics and reporting frameworks that support business growth and operational excellence

• Partner with executive decision-makers and stakeholders to deliver success and help our customers achieve the desired business value • Partner with internal account teams (Sales, Success, Executive Sponsors, etc) to make sure we are aligned as ‘One Salesforce’ and leveraging all necessary parties to ensure our customers’ success • Drive engagement and/or strategy, leveraging our multi-cloud agentic platform • Drive innovation and implementation efficiency gains, leveraging AI in every phase of project execution, utilizing both Salesforce and Third-Party AI Products • Partner with customers to build a strategic and delivery roadmap tailored to the customer’s business priorities, accelerating their time to value • Proactively make recommendations that provide a direct P&L impact, and enhance or expand the customer’s ability to reach beyond their business goals • Coach and partner with customer executives • Apply strong Salesforce product, business process, methodology & ecosystem knowledge to drive an effective program • Proactively build and expand business relationships which enable better account penetration and development of client partnerships • Anticipates, mitigates, and manages risk to Salesforce and the customer. Takes decisive program action to address risk profiles ensuring every customer achieves successful desired outcomes. • Lead the overall program and the group of PMs under him/her • Effectively leads and inspires the Salesforce Professional Services team members engaged in the services delivery. • Provide coaching, inspiration, and uplift the respective skills of team members. • Identify and manage interdependencies of multiple workstreams within the managed program • Participates in the continued development of internal processes, artifacts and methodologies to support service delivery to our most strategic customers. • Manage the planning, work-stream operations, deliverables, milestones, staffing and financials (i.e. forecasting, budgeting and revenue management). • Have difficult data-driven customer conversations regarding budget, resources, timelines and formally collect and communicate outcomes of those meetings.

• Own the paid acquisition strategy, roadmap, and budget across Meta, Google, and emerging channels — holding full accountability for CAC, ROAS, and revenue targets across B2C and B2I • Lead and grow a team of paid media professionals, setting clear direction, raising the standard of work, and building the skills and structure the team needs to scale • Partner with our external agency and cross-functional teams — creative, merchandising, ecommerce, and finance — to align paid investment with company priorities and maximize return • Design and run a rigorous, continuous testing program across creative, audience, bid strategy, and landing pages, translating results into fast, evidence-based decisions • Build reporting and forecasting that gives leadership clear, honest visibility into spend, acquisition performance, and where the business is headed • Analyze the full paid customer journey — from first impression through conversion — to surface high-impact optimization opportunities both in-channel and on-site