Service Delivery Leader UK&I

1 day ago

Chalfont St Giles, Buckinghamshire, United Kingdom GE HealthCare Full time
Job Description SummaryThe Service Delivery Leader is responsible for the definition, establishment and execution of the service delivery strategy and providing service delivery leadership across UK&I to ensure customer satisfaction, problem resolution, revenue generation, process improvement, optimization, simplification and compliance to laws and regulations through the coordination of resources and efforts among and between multiple customer and GE functions / teams.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.Job DescriptionKey responsibilities/essential functions include
  • Definition and execution of the UK&I Service Delivery Strategy
  • Driving the function with Customer Service and Experience at its core.
  • Leading service delivery team to deliver excellence in "wing to wing" service processes focused on customer needs, process standards, quality and productivity in alignment with LCT leadership
  • Driving Customer Service Center Processes, Customer Experience and Customer Problem/Complaint Escalation Processes and Programs, Quality and Compliance Programs, Capacity and Workforce Planning Initiatives, Field Efficiency Improvement Programs, Service Tool Management Processes
  • Coordinating SMax efficiency and continuous improvement and development across the function.
  • Driving establishment of the required operational processes and infrastructure, and leading digitization in alignment with International Service Team
  • Continuous development of the organization and its partners to improve efficiency and customer satisfaction.
  • Monitoring and improvement of key service performance indicators
  • Continuously monitoring and exploring new ways to improve the customer experience.
  • Ensuring compliance to quality and regulatory requirements
  • Driving projects for service delivery performance improvement
  • Monitoring and improvement of service delivery productivity
  • Optimizing the utilization of service resources
  • Driving resource, capacity and capability development and alignment strategies
Qualifications
  • Bachelor's Degree level
  • 5 years of Operational or Program Management Experience in service, technology or operations, preferably in Healthcare Business
  • Minimum 10 years of progressive work experience in business environment
  • Strong analytical and quantitative skills
  • Experience on statistical and/or data management tools
  • Excellent verbal, written, and communication skills
  • Demonstrated ability to motivate others and achieve results
  • Change agent with strong credibility and influence in the organization
  • Customer-focused in defining quality and establishing priorities
  • Proficient in the soft skills necessary to be an effective program manager
  • Proven leadership and effective decision-making capabilities
  • Ability to monitor and manage critical path elements of consolidated projects
  • Ability to make executive level presentations (internal and external)
  • Demonstrated experience in leading multicultural and remote teams
Preferred Qualifications
  • Green Belt / Black Belt certified or familiar with Six Sigma quality concepts and tools
  • Knowledge of ISO 13485 and CE Mark requirements
Inclusion & Diversity

We are proud to be an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees.

We are also proud signatories of the Armed Forces Covenant and actively welcome applications from Armed Forces Engineers, veterans, and reservists. Your skills, discipline, and experience are highly valued here.

Total Rewards

We offer a competitive salary and benefits package designed to support your ambitions and well-being. You'll also have access to global career development opportunities in a culture that fosters innovation and support.

Ready to make a difference in healthcare?

Apply now and be part of a team that's transforming lives through technology. Creating a World where Healthcare has no limits.

#LI-KP3

Additional Information

Relocation Assistance Provided: No

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