Senior Implementation Manager

Position Type:  Full Time

Department:  Commercial Excellence

Work Location: Markham, ON

Work Arrangement:  Hybrid

Work Hours:  Monday to Friday - standard business hours

Travel Required:  Yes

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include  Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.

Come and join our team! But first, let us tell you why we love working here:

• We are 100% Canadian with locations across the country


• State-of-the-art facilities to provide high-quality products and services


• The opportunity to be a part of a winning, high-performing team


• Collaborative, engaging workplace culture – we are passionate about our people!


• Flexible working environment that promotes a healthy work-life balance


• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued


• High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year

The Opportunity:

Reporting to the Director, Department of Operational Excellence, the Senior Implementation Manager is responsible for reviewing, analyzing, and evaluating business requirements and processes for existing and future business and technology solutions. 

Excellent communication, analytical skills and sound judgement are required for success. The Implementation Manager is accountable to document requirements, define scope and objectives, and formulate and communicate to stakeholders to support the strategic Sentrex business solutions. Expert knowledge of UX/UI Design tools is highly desired. 

We are looking for a highly accountable and flexible individual with passion and ability to work in a high growth-matrix organization. The right candidate will be adept at handling many competing priorities supporting Product Management, Software Development, Quality and Business Solution teams to ensure requirements are testable and unambiguous in developing leading edge Healthcare solutions.  

A Day in the Life (What you will do here):

• Communicate with and manage effectively cross functional stakeholders to understand their business requirements and develop a cohesive implementation approach taking into consideration their specific needs 


• Manage stakeholder and project expectations through regular meetings, and status reports 


• Troubleshoot and recommend solutions to implementation problems or challenges 


• Identify potential risks and issues and proactively develop mitigation strategies 


• Monitor the post-implementation solution to ensure it is functioning as intended and providing expected results 


• Document best practices and lessons learned to continuously improve the implementation process and stakeholder satisfaction 


• Proactively identify areas of growth, improvement opportunities and their associated issues and solutions for consideration while participating in leadership meetings 


• Facilitate Business reviews to perform analysis of existing current state and future state processes and business solutions 


• Collaborate with various stakeholders to obtain requirements and translate needs and high-level technical specifications to ensure that operational requirements are accurately represented 


• Analyze and model business functions, processes, information flows, and data structures using methodical and consistent techniques 


• Develop or assist in the development of SOPs, Work instructions, Forms, SOWs, scripting and process flows as part of the implementation 


• Deliver user flows, wireframes, UX/UI mock-ups, interactive prototypes as defined by each project objective using leading industry design tools 


• Identify information flows, processes/procedures, and data objects meeting business requirements 


• Manage information collection from various sources and stakeholders to store, maintain and version manage the information. Ensure that processes, design standards and procedures are followed 


• Understand the relationships, dependencies, and impact of relevant business functions 


• Prepare technical reports by collecting, analyzing, and summarizing information and trends 


• Perform reviews and analyses of current processes using operational metrics and reports as required 


• Conduct ad hoc analyses to investigate ongoing or one-time operational issues 


• Consult on issues such as business processes, workflow, productivity, quality, and solution design  


• Participate in strategic customer meetings and other business reviews to ensure understanding of customers’ business requirements.  


• Collaborate and communicate with internal stakeholders to support organizational initiatives as required. 

What you need to ensure you are set up for success:

• Minimum of 5 + years of experience as technical Business Analyst role supporting technology enabled initiatives. 


• Ideally minimum of 5 years of experience in implementing cross functional initiatives 


• Ideally minimum of 5 years in  system development, database and analysis and two to three years in prototyping and requirements analysis is desired. 


• Ideally minimum of 5 years of experience with user personas, empathy maps, user journeys, user flows, wireframes, mock-ups, presentations, and reports 


• Expert knowledge of UX/UI Design tools is highly desired. 


• Strong organizational skills 


• Expert knowledge of industry requirements gathering analysis and prototyping design tools 


• Strong Knowledge of project/IT lifecycle using Agile methodology in sprint-based development 


• Maintains current knowledge of trends in technology and business processes 


• Strong interpersonal skills with ability to motivate and influence  


• Proven customer facing and facilitation experience    


• Critical thinking, judgement, strong analytical, conceptual, and problem-solving skills with a demonstrated track record of delivery on various design projects  


• Healthcare Business background with PSP (Patient Support Programs) and/or HCP (Health Care Providers) support is an asset 


• Impeccable written and spoken communication skills  


• Excellent listening and facilitation skills 


• Bachelor’s Degree or comparable work experience 

What makes you a great fit for this team: 

• Your commitment to providing a high level of service to your internal and external clients.


• You are highly adaptable with a track record of success during times of growth and organizational change.


• You have a proven track record of developing trust and influence at multiple levels.


• You demonstrate an impactful and candid communication style.


• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.

Why join Sentrex?

We value our employees! Our permanent full-time employees are provided with a:

• Competitive Salary and generous vacation entitlement


• Wellness Program (5 paid days off for your well-being!)


• Paid Sick Days


• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance


• Employee & Family Assistance Program


• RRSP Matching Program


• The anticipated base salary hiring range for this role is $105K to $122.5K annually. The final base salary will be determined based on relevant experience, skills, and internal equity.

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.

We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!

Accommodations can be made available upon request for those candidates taking part in the selection process.

Sentrex hiring managers may use artificial intelligence tools to assist them in the recruitment process.

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