Delivering scalable, cost-efficient Data Management in Latin America

As a global pharmaceutical company expanded its development pipeline across vaccines, oncology, and
metabolic diseases, it faced mounting pressure to scale data management capabilities quickly without
compromising quality or timelines.

ICON partnered with the organisation to, launch, and rapidly scale a Data Management (DM) Functional Service
Provider (FSP) program in Latin America. Initiated in September 2021, the engagement was established to
support the client’s expanding development pipeline across vaccines, oncology, and metabolism portfolios.

By leveraging a fully remote, LATAM-based workforce aligned to U.S. Eastern Time business hours, ICON
successfully scaled the team from initial launch to more than 70 data management professionals by 2023, with
continued growth projected. This delivery model generated significant cost efficiencies compared with traditional
North American delivery while maintaining strong quality, performance, and integration with client teams.

The client experienced rapid growth in data management demand, driven by expansion across multiple
therapeutic pipelines. This created pressure to quickly onboard skilled data management professionals in
a highly constrained global talent market, a challenge further intensified by pandemic-related workforce
disruptions. At the same time, the client needed to maintain consistent quality, oversight, and delivery
execution across complex therapeutic areas. There was also a critical requirement to establish standardised
governance, documentation, and processes to mitigate execution, quality, and timeline risks commonly
associated with rapid scale-up initiatives.

ICON implemented a scalable, LATAM-based DM FSP model supported by structured workforce
development, standardised training, and strong functional governance. Rapid implementation was enabled
through a combination of leveraging available internal ICON talent and identifying qualified external candidates
through the LATAM ICON Talent Acquisition team.

ICON further supported scale and consistency through three waves of college graduate academies that
delivered standardised training in clinical research fundamentals, data management, and therapeutic area
knowledge. These academies were overseen by a dedicated ICON Functional Management team responsible
for onboarding execution, training compliance, and ongoing performance oversight. A train-the-trainer model
was implemented to align Subject Matter Experts with new hires, accelerating onboarding while ensuring
consistent application of best practices across the program.

In parallel, ICON partnered closely with the client to highlight team members who played key roles in
harmonising data management processes, developing innovative dashboards and macros, and supporting
client-led initiatives aimed at streamlining review timelines and improving operational efficiency.

The LATAM DM FSP model delivered rapid, sustainable growth with strong operational and workforce
outcomes. More than 70 data management professionals were successfully onboarded and fully integrated
by 2023. All academy graduates were sourced through internal referrals, achieved a 100 percent offer
acceptance rate, and demonstrated retention rates exceeding 90 percent.

Governance structures, core documentation, and operating models were established within three months of
program kickoff, enabling effective collaboration and a dedicated local functional oversight model. Ongoing
KPI reviews continue to demonstrate strong retention, training compliance, data delivery performance, and
quality outcomes. The LATAM delivery model consistently provides significant cost savings compared with
equivalent North American delivery.

Based on sustained performance and delivery stability, the program has expanded beyond data
management into additional biometrics roles, supporting the client’s growing near-shore needs required for
2025 and 2026.