[Hiring] Head of Service Excellence and Adoption @Siemens Healthineers

Role Description

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. This role is well suited to an ambitious, experienced professional ready to take the next step in their management career. As Head of Service Excellence and Adoption in Service Operations Support organization, you will be responsible for:

• High performing, future-ready team:
  • Build, lead, and develop a high-performing team with expertise in service operations, performance improvement, and change management.
  • Keep the team future-ready by continually advancing capabilities in artificial intelligence, data-driven improvement, and process optimization.
  • Apply these capabilities to improve process efficiency and automation, improve service operations performance and drive sustained adoption and behavior change in the field.
• Process Ownership:
  • Own the Service Lifecycle Management process and service enablement processes ensuring consistency, optimization, and modernization.
  • Own global service operations processes where worldwide consistency and alignment benefit customers and the business.
  • Develop and execute strategic plans for continuous process improvement, informed by data and industry-leading practices.
  • Lead a cross-regional community to continuously optimize, harmonize, implement, adopt and monitor global processes that improve efficiency, scalability, and customer satisfaction.
• Business Owner of Service Solutions:
  • Define and execute the strategy for Service Solutions used by Customer Service Engineers, Application Specialists, and Customer Services Management.
  • Partner with regional teams to establish requirements and business cases, prioritize needs, and drive rollout and user adoption.
  • Partner with digital solution teams to identify, implement, and sustain IT Solutions that support and enhance global service operations.
• Service Operations Performance Improvements:
  • Identify global service operations performance gaps and improvement opportunities, determine root causes and corrective actions, and support regional implementation.
  • Collaborate with digital solution teams to automate performance-gap detection and apply artificial intelligence to root-cause analysis and action development.
  • Coordinate global improvement efforts for critical accounts or specific markets in distress due to specific product performance.
• Additional Responsibilities:
  • Ensure compliance with global standards and QMS regulations while addressing regional requirements.
  • Report process performance, improvement initiatives, and outcomes to senior leadership, providing strategic insights and recommendations.
  • Perform additional responsibilities as assigned to support organizational goals and initiatives.

Qualifications

• Proven track record in leading and managing large-scale transformation activities across multiple regions or organizations.
• Extensive experience in managing and developing high-performing, future-ready teams, with strong leadership and people management skills.
• Demonstrated ability to navigate and influence within a complex matrix organization, aligning diverse stakeholders toward common goals.
• Expertise in executing strategic programs and projects at both regional and global levels, ensuring alignment with organizational objectives.
• Strong background in managing strategic initiatives, with the ability to drive cross-functional collaboration and deliver impactful results.
• In-depth experience in service operations, preferably within the healthcare or related industries, with a solid understanding of industry-specific challenges and opportunities.
• Exceptional communication and interpersonal skills to effectively represent business needs and priorities to IT and other corporate functions.
• Strong analytical and problem-solving skills, with the ability to leverage data to drive decision-making and process improvements.

Requirements

• Master’s degree, MBA, or equivalent in Business Administration, Operations Management, or a related field.
• Project Management certification (e.g., PMP, PRINCE2) or a similar qualification is highly preferred.
• Process Improvement certification (e.g. Six Sigma) or similar qualification highly preferred.
• Minimum of 10 years of relevant work experience in service operations, process optimization, or a related field, with at least 5 years in a senior leadership role.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term and short-term disability insurance
• Paid parking/public transportation
• Paid time off
• Paid sick and safe time