Patient Services Governance Lead

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Job Description

About the role

The Patient Services Governance Lead provides enterprise-level governance leadership for Patient Services and related patient support activities across the patient journey. The role focuses on PSPs and other structured services that support diagnostic testing, access and reimbursement, treatment start and administration, home care or treatment logistics, adherence, monitoring, and ongoing disease or wellbeing support. It may also provide governance input for patient education and awareness activities where these require dedicated Patient Services review.

Operating within the Medical Governance Office, this role establishes and maintains clear standards, decision criteria, review pathways, documentation expectations, and oversight requirements for these activities. The role helps teams determine the appropriate governance approach for PSPs, diagnostic services, and other patient-facing support, ensuring that the right Medical, Ethics & Compliance, Pharmacovigilance, Quality, Regulatory, Privacy, Legal, Digital/DD&T, Access, Procurement, and Vendor Management reviews are built into the process where relevant.

The role balances compliance rigor with practical execution, enabling responsible innovation through simple tools, templates, clear accountabilities, and consistent ways of working across markets. Working closely with Strategic Portfolio Division (SPD), Marketing and Commercial Excellence (MCE), and local market organizations, the role helps translate enterprise governance standards into compliant local execution aligned to patient journey needs, healthcare-system realities, and country-specific regulatory requirements. It does not own Patient Services strategy, asset-level launch planning, or local program delivery; instead, it provides the governance standards, risk-management framework, and advisory support needed for compliant, scalable, and patient-centric execution globally

The role also serves as a key Medical Governance Office partner to Digital/DD&T and Patient Solutions stakeholders, ensuring that digital patient services, technology-enabled patient support programs, patient-facing platforms, and emerging AI-enabled solutions are governed through appropriate risk-based oversight, data governance, privacy, security, quality, and compliance frameworks. This includes helping define governance standards for increasingly integrated digital and non-digital patient support ecosystems. Recent governance discussions have emphasized the need to synchronize digital and non-digital patient service governance and clarify ownership across overlapping governance domains.

How you will contribute

• Establish, maintain, and evolve enterprise governance standards for Patient Services to ensure consistent quality, transparency, accountability, appropriate oversight, and compliance across markets.

• Define practical decision criteria and review tools that help teams determine whether an activity should follow PSP governance, diagnostic service governance, or another appropriate patient support governance pathway.

• Partner with SPD, MCE, LOC Patient Services leaders, and country organizations to establish governance frameworks that enable compliant local implementation of patient support solutions while maintaining alignment with enterprise standards, local patient journey requirements, evolving regulations, and global risk-management expectations.

• Define lifecycle governance expectations for Patient Services and PSPs, from concept/intake through review, approval, implementation readiness, monitoring, change management, and close-out or retirement, ensuring clear documentation and accountability at each stage.

• Translate governance expectations into usable operating materials, including intake questions, checklists, templates, documentation requirements, SOP/standard inputs, training materials, and knowledge-management resources.

• Enable consistent governance review by coordinating required functional input from Medical, Ethics & Compliance, Pharmacovigilance, Quality, Regulatory, Privacy, Legal, Digital/DD&T, Access, Procurement, Vendor Management, and local Medical teams where relevant, ensuring governance decisions appropriately reflect both enterprise risk considerations and local execution realities.

• Assess new, changing, or scaled Patient Services and related patient support activities to determine the appropriate governance pathway, required functional review, documentation expectations, and oversight needs.

• Maintain visibility of emerging patient support models across markets, identifying trends, common risks, and opportunities for harmonization, simplification, and scalable governance approaches that balance global consistency with necessary local flexibility.

• Define enterprise expectations for third-party governance in Patient Services and PSPs, including role clarity, qualification expectations, training, documentation, oversight, issue escalation, and performance visibility, while local or program owners remain accountable for vendor execution and day-to-day management.

• Provide governance advisory support for new, changing, or scaled patient support models, including launch-related PSPs, diagnostic services, access support, treatment-start services, and home care or monitoring models, while not owning asset strategy, launch execution, or local implementation.

• Build and maintain governance visibility for Patient Services and related patient solutions through inventories, repositories, documentation standards, review status tracking, issue visibility, follow-up actions, and leadership-ready summaries.

• Support audit readiness, governance reviews, risk assessments, gap analyses, remediation planning, issue escalation, and CAPA-related activities for Patient Services / PSP governance, in collaboration with the broader Medical Governance Office and relevant enterprise functions.

• Define and continuously evolve governance standards for digital patient services, including patient portals, digital adherence programs, remote monitoring solutions, patient applications, AI-enabled support capabilities, and other technology-enabled patient engagement models, ensuring responsible innovation while protecting patient safety, privacy, trust, and regulatory compliance.

• Bring responsible innovation by introducing reusable tools, digital intake and workflow solutions, governance automation, dashboards, analytics, AI-enabled oversight capabilities, and continuous-improvement practices that improve transparency, efficiency, risk visibility, and governance effectiveness without adding unnecessary bureaucracy.

• Represent the Medical Governance Office in relevant PSP, diagnostic services, patient support, vendor, data/digital, and cross-functional governance discussions, ensuring enterprise governance expectations are clearly understood and practically embedded.

• Capture and share learnings, best practices, and common market needs to strengthen the enterprise governance foundation.

• Serve as the primary Patient Services governance interface to Global Digital/DD&T for digital patient services, patient-facing technologies, digital health solutions, data-enabled support models, and emerging AI-enabled patient engagement capabilities, ensuring governance expectations are integrated across Medical, Quality, Regulatory, Privacy, Cybersecurity, and Digital functions.

Dimensions and Aspects

• Operates at the intersection of global governance standards and local market execution, requiring a deep appreciation for varying healthcare systems, patient journeys, reimbursement environments, service-delivery models, digital maturity levels, and country-specific regulatory requirements.

• Enterprise-level scope as applicable to the Medical governance operating model.

• Supports governance for increasingly integrated patient support ecosystems that combine traditional services, digital health solutions, data-driven patient engagement, remote monitoring capabilities, and AI-enabled technologies, requiring coordination across Medical, DD&T, Privacy, Quality, Regulatory, and Compliance stakeholders.

• Operates in a highly regulated, matrixed, multi-country environment with variation in local regulation, healthcare infrastructure, vendor models, data requirements, and Patient Services maturity.

• Requires strong judgment to match governance requirements to the nature and complexity of the service, including level of patient interaction, data use, third-party involvement, treatment relevance, and patient safety considerations.

• Acts as a strategic governance and quality partner rather than a procedural gatekeeper, helping teams apply consistent standards in a practical, risk-based way.

• Balances patient impact, compliance, quality, operational agility, and innovation enablement, acting as a strategic governance partner.

• Establishes enterprise standards and oversight expectations that enable consistent and auditable execution.

Leadership

• Builds trusted, collaborative partnerships across Medical, Ethics & Compliance, PV, Quality, Regulatory, Privacy, Legal, Digital/DD&T, Access, Vendor Management, SPD, MCE, Patient Services leaders, and country organizations to enable compliant, patient-centric execution.

• Influences without direct authority across functions, geographies, and levels of seniority, creating alignment around common governance standards and practical ways of working.

• Acts as a strategic connector between global governance functions, digital innovation teams, and local market organizations, helping ensure that governance frameworks accelerate rather than inhibit responsible innovation and patient impact.

• Translates complex governance, compliance, risk, and operational requirements into clear, usable standards and decision tools for global, regional, and local teams.

• Builds confidence in the governance model by making expectations clear, practical, and easy to apply across markets with different levels of maturity.

• Supports change management by helping teams adopt new governance expectations, tools, processes, and ways of working with clarity and confidence.

• Champions a risk-based, patient-centered approach to digital and non-digital Patient Services governance, helping stakeholders navigate emerging technologies, evolving regulations, and changing patient expectations with confidence and clarity.

• Models Takeda’s values and strengthens a patient-first, quality-minded, accountable governance culture across Patient Services and related patient support activities.

Decision-making and Autonomy

• Owns Patient Services governance standards, decision criteria, review tools, templates, and supporting guidance within the Medical Governance Office mandate.

• Advises on governance requirements and risk considerations for digital patient services, patient-facing technologies, AI-enabled patient support capabilities, and technology-enabled service delivery models, determining when additional enterprise-level review or specialized expertise is required.

• Recommends the appropriate governance pathway, required functional input, minimum documentation, review expectations, and follow-up actions based on the nature and complexity of the proposed activity.

• Determines when additional cross-functional review, senior input, or escalation is needed for higher-complexity patient support activities or cases with unclear governance boundaries.

• Advises the Head, Medical Governance Office and relevant Medical leadership on Patient Services governance risks, recurring gaps, audit findings, market needs, and operating model implications.

• Exercises judgment under ambiguity while ensuring decisions remain aligned to enterprise policies, functional requirements, local regulations, and Takeda’s ethical standards.

Skills and qualifications

• Degree in life sciences, pharmacy, healthcare management, or related discipline preferred.

• 8+ years of experience in Medical Affairs, Patient Services / Patient Solutions, PSP governance, Medical Operations, Quality, Compliance, Risk Management, or related functions within biopharma or healthcare.

• Strong understanding of PSPs, Patient Services, diagnostic services, patient support models, patient journey needs, vendor-enabled healthcare services, and global/local execution realities.

• Experience developing or implementing governance frameworks, standards, SOPs, control models, risk assessments, audit-readiness activities, dashboards, or cross-functional operating models.

• Experience working across multiple countries, regions, or markets with varied maturity levels and regulatory environments preferred.

Competencies

• Ability to translate enterprise governance expectations into simple, usable tools and guidance that support local implementation without adding unnecessary complexity.

• Strong understanding of digital health ecosystems, patient-facing technologies, patient data governance, privacy requirements, platform governance, and emerging AI-enabled patient engagement capabilities.

• Strong governance, risk-based thinking, and systems-thinking capability, with the ability to convert complexity into practical enterprise standards and decision tools.

• Excellent cross-functional leadership, communication, influence, and stakeholder-management skills across cultures and seniority levels.

• Ability to balance compliance rigor with operational practicality, avoiding unnecessary bureaucracy while maintaining strong patient, quality, and company safeguards.

• Strong analytical capability and comfort with inventories, dashboards, metrics, issue tracking, and continuous improvement.

• Ability to support transformation and change management by helping teams adopt new standards, tools, processes, and ways of working.

• Commitment to Takeda’s values and to advancing a patient first, ethically grounded medical culture globally

Locations

Zurich, Switzerland

Base Salary Range:

CHF189,400.00 - CHF260,480.00

The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

For information about our benefits, please click here.

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time