Service Delivery Manager

1 week ago

Dubai, United Arab Emirates GE Healthcare Full time

**Job Description Summary**: Middle East Service Delivery Manager is responsible for the definition, establishment and execution of the service delivery strategy and providing service delivery leadership across Middle East. Service Delivery Manager's goal is 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 GEHC functions/teams.

**Key Responsibilities**
- Definition and execution of the ME Service Delivery Strategy
- 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
- Working with the LCT Channel Partners to set up sustainable service delivery structures, resourcing, and capacity building to provide corresponding service to indirect customers.
- Operationalizing the indirect service support teams for the LCT
- Coordinating S-Max deployment in the zone together with EMEA and Emerging Markets S-Max teams.
- Driving establishment of the required operational processes and infrastructure, and leading digitization in alignment with Emerging Markets Service Team
- Monitoring and improvement of key service performance indicators
- 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
- 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
- Being process-oriented
- 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

**Additional Information**:
**Relocation Assistance Provided**:No

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