[Hiring] Global Service Excellence Director @Harrison.ai

Role Description

The Global Service Excellence Director is a newly created leadership role in a new organisational structure at Harrison.ai. You will build and lead a globally distributed engineering team — a brand-new squad — accountable for the systems and services that keep our customers and our people productive around the clock. You will own the end-to-end technology support experience across our SaaS customers, our teleradiology customers, and our own employees, and serve as the senior technology leader for our teleradiology business, with accountability for all integration and workflow matters.

The squad's mission is to build and operate a world-class 24/7 support function with follow-the-sun coverage — resolving issues fast enough that no customer or employee is ever blocked from doing their best work. Support is where our product meets reality: clinicians, customers, and colleagues depend on our systems to do work that genuinely matters, and when something breaks, the speed and quality of our response is the difference between a minor friction and a blocked outcome. This role exists to make sure the answer is always the former.

This is a rare opportunity to shape the service backbone of a fast-growing healthcare AI company operating worldwide. As a foundational hire in this new structure, you will report directly to the CEO with a clear mandate, real budget, and executive sponsorship — building from first principles, with org design, tooling, and operating model yours to define.

What You'll Do:

• Lead the squad - Build, grow, and develop a high-performing team of engineers strategically located across time zones to deliver uninterrupted follow-the-sun coverage.
• Run world-class 24/7 support - Design the operating model, tooling, runbooks, on-call rotations, escalation paths, and SLOs that turn support into a competitive advantage.
• Own resolution speed - Define and relentlessly improve the metrics that matter — time-to-acknowledge, time-to-resolve, first-contact resolution, customer effort, and ticket deflection.
• Own the support technology stack - Architect, build, and maintain the systems, automation, and self-service that scale support without scaling headcount linearly.
• Lead teleradiology integrations and workflow technology - Act as the senior technical owner for integrations with customer PACS, RIS, worklist, and reporting systems, and for the end-to-end radiologist and operations workflow.
• Serve three customer groups equally well - SaaS customers, teleradiology customers, and internal employees — with tailored service models for each.
• Partner across the business - with Engineering, Product, Clinical Operations, Security, and Customer Success to turn recurring incidents into permanent product fixes.
• Own major incidents - Be the calm, accountable leader during Sev-1s; drive rigorous post-incident reviews and close the loop on systemic improvements.
• Report to the CEO - on service health, risk, and investment priorities with clear, evidence-based narratives.
• Comply with all company policies, procedures and guidelines including those relating to information security.

Qualifications

• Proven track record leading global, distributed support or service engineering organisations at scale, ideally in a SaaS and/or regulated healthcare environment.
• Deep experience operating 24/7 follow-the-sun models — rotations, hand-offs, tooling, and the culture that makes them work humanely and sustainably.
• Strong technical depth across cloud infrastructure, observability, integration platforms, APIs, identity, and the automation patterns that make support scalable.
• Hands-on familiarity with healthcare or teleradiology integrations — HL7, DICOM, FHIR, PACS/RIS/worklist, and radiology reporting workflows — or the demonstrated ability to come up the curve quickly.
• A customer-obsessed mindset paired with the operational rigour to run on SLOs, error budgets, and evidence.
• Exceptional leadership of distributed teams across cultures and time zones, with a bias for clarity, written communication, and trust.
• Executive presence and the judgement to represent service and reliability at the CEO and board level.

Benefits

• 🌍 Innovate for Global Good - Join us to pioneer world-first AI technology that transforms patient outcomes and helps build a healthier, fairer world.
• 🤝 Collaboration Across Continents - Work with brilliant minds from every corner of the globe in a culture built on trust, autonomy, and genuine teamwork.
• 🚀 Well-Funded & Global - Backed by world-class investors including Aware Super, Blackbird Ventures, Skip Capital, and Horizons Ventures, we’ve raised over US$240M to accelerate our global impact.
• 🌱 Scale Your Potential - Tap into yearly L&D budgets, mentoring, hackathons, and secondments—all supported by a transparent growth framework to grow your career.
• 💻 Flex for Life - Work when and where you do your best—with WFH options, flexible hours, and the autonomy to make an impact your way.
• 🙌 Support for Every Family Journey - From fertility to parenthood, loss, and even grandparenthood—we provide inclusive, thoughtful policies to support families in every stage.

What's next?

If you’re inspired by what we're up to, please apply now and we'll be in touch soon. We are proud to be an Equal Opportunity Employer. Diversity’s not a buzzword here, it’s in our DNA. Diverse perspectives shape our culture and make our work better. We’re committed to building inclusive teams that represent a variety of backgrounds and skills. We look forward to hearing from you.