[Hiring] Service Excellence Director @AGFA

Role Description

The Service Excellence Director for AGFA Healthcare North America will be a pivotal leader responsible for daily management, strategic direction, and overall performance of all service operations within the region. This role collaborates with the functional leaders overseeing implementation, technical support, and customer success teams to ensure exceptional customer satisfaction, operational efficiency, and profitability. This leader will define and execute strategic transformation initiatives to elevate service delivery capabilities and growth, for example, the shift to SaaS/Cloud.

• Ensure service delivery meets and exceeds customer expectations by delivering on-time implementations with high quality, adhering to service level agreements (SLAs), managing ticket backlogs, optimizing response times, facilitating technology adoption and customer outcomes.
• Develop and maintain robust Standard Operating Procedures (SOPs) to ensure consistency, quality, and compliance across all service functions.
• Define, monitor, and analyze key performance indicators (KPIs) such as uptime, customer satisfaction scores, billable utilization, contract renewals, and customer outcomes.
• Instill the mechanisms and rigor of daily management to drive consistent achievement of annual performance targets.
• Serve as Chief of Staff, supporting the SVP of Client Services in the region.
• Lead the service administration back-office team.

• Champion and lead continuous improvement initiatives to enhance productivity, reduce costs, and improve service quality.
• Utilize methodologies such as Lean, Six Sigma, or ITIL to identify process bottlenecks and implement innovative solutions.
• Lead the business transformation of service business model, including the successful transition from traditional on-premise models to a cloud and SaaS-centric approach.
• Collaborate with global service teams and other departments (e.g., Sales, Product Development) to align strategies and drive organizational change.

• Conduct financial analysis and reporting to senior leadership, providing insights into operational performance through a shared dashboard and recommending strategic adjustments.
• Improve revenue forecast accuracy.
• Develop and monitor annual budgets, forecasting expenditures, and optimizing resource allocation to maximize profitability.
• In partnership with Client Success team, implement strategies to increase recurring service revenue, including managing contract renewals and identifying opportunities for upselling and adding new value-added services.

Qualifications

• Bachelor's degree in Business, Engineering, or a related field; MBA is preferred.
• Minimum of 10 years of senior leadership experience in service operations, preferably within the healthcare IT or medical imaging industry.
• Proven ability to lead organizational transformation, with specific experience in adapting service delivery from on-premise to cloud/SaaS models.
• Demonstrated experience leading large, multi-layered teams across a geographical region.
• Proven application of Lean, Six Sigma, or other process improvement methodologies.
• Exceptional financial acumen with a strong understanding of P&L management, budgeting, and financial reporting.
• Strong analytical, problem-solving, and communication skills.
• Ability to travel up to 25% within North America.

Benefits

• Rewarding career in a field that impacts lives.
• Opportunity to work with a talented and committed team of individuals.
• Training and career development programs.
• Competitive compensation and benefits package.