April 24, 2018

The other day, I was meeting with a customer looking for a Chief Operating Officer role to be created in a Life Sciences contract services small-medium sized enterprise. The job description was that of a typical Head of Project Management with a few unrelated tasks, but as often in smaller organizations eventually you’re expected to juggle differently shaped objects at the same time. Further in our discussion, I was highlighting the need for a Client Services group to be built instead of a Project Management team using the following practical arguments: (1) Project Management is a set of trainable skills, of competencies using different tools primarily geared at delivering a project on time, in full and complaint with the agreed specs, (2) Client Services on the other hand is the overarching process of guiding a customer through the entire project life cycle, navigating ups and downs while making her/his journey as pleasant as possible, it is an attitude which can and should become a c...

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