Head of Service Excellence and Adoption

Siemens Healthineers

6d•$195,550 - $268,884

About The Position

The Head of Service Excellence and Adoption leads the Service Excellence and Adoption function within the Service Operations Support organization. The role builds and develops a high-performing team with expertise in service operations, performance improvement, and change management, while advancing capabilities in artificial intelligence, data-driven improvement, and process optimization to improve efficiency, automate processes, strengthen service performance, and drive sustained adoption and behavior change in the field. The role owns Service Lifecycle Management, service enablement, and other global service operations processes, ensuring consistency, modernization, and continuous improvement. It leads cross-regional collaboration to harmonize, implement, adopt, and monitor processes that improve efficiency, scalability, and customer satisfaction. As business owner of Service Solutions, the role defines and executes strategy for solutions used by Customer Service Engineers, Application Specialists, and Customer Services Management. It works with regional teams to establish requirements and business cases, prioritize needs, and drive rollout and adoption, while partnering with digital solution teams to implement and sustain IT solutions for global service operations. The role identifies service operations performance gaps and improvement opportunities, determines root causes and corrective actions, supports regional implementation, and coordinates global improvements for critical accounts or markets in distress. It also ensures compliance with global standards and QMS regulations while addressing regional requirements, and reports process performance and improvement outcomes to senior leadership. Additional responsibilities may be assigned in support of organizational goals.

Requirements

Master’s degree, MBA, or equivalent in Business Administration, Operations Management, or a related field.
At least 10 years of relevant work experience in service operations, process optimization, or a related field.
At least 5 years of experience in a senior leadership role.
Proven track record leading and managing large-scale transformation activities across multiple regions or organizations.
Extensive experience managing and developing high-performing, future-ready teams, with strong leadership and people management skills.
Ability to navigate and influence within a complex matrix organization and align diverse stakeholders toward common goals.
Expertise in executing strategic programs and projects at regional and global levels, aligned with organizational objectives.
Strong background managing strategic initiatives, driving cross-functional collaboration, and delivering impactful results.
In-depth experience in service operations, preferably within healthcare or related industries, and a solid understanding of industry-specific challenges and opportunities.
Exceptional communication and interpersonal skills to represent business needs and priorities to IT and other corporate functions.
Strong analytical and problem-solving skills, including the ability to use data to drive decisions and process improvements.
Ability to work with controlled technology in accordance with US export control law.

Nice To Haves

Project Management certification (e.g., PMP or PRINCE2), or a similar qualification.
Process Improvement certification (e.g., Six Sigma), or a similar qualification.

Responsibilities

Build, lead, and develop a high-performing team skilled in service operations, performance improvement, and change management.
Advance team capabilities in artificial intelligence, data-driven improvement, and process optimization.
Apply advanced capabilities to improve process efficiency and automation, service operations performance, and sustained adoption and behavior change in the field.
Own the Service Lifecycle Management process, service enablement processes, and global service operations processes where global 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 optimize, harmonize, implement, adopt, and monitor global processes.
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 solution rollout and user adoption.
Partner with digital solution teams to identify, implement, and sustain IT solutions that support global service operations.
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 markets in distress, including cases related to product performance.
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.