Senior Director, Service Operations

STERIS Canada Corporation; Leicester; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A leading global healthcare provider is seeking a Senior Director for Service Operations based in the UK. This pivotal role involves leading EMEA service operations, supporting over 250 associates, and driving revenue growth exceeding $50M. The ideal candidate will have extensive experience in operational excellence within the medical equipment sector, strong leadership skills, and a commitment to implementing innovative service solutions. Join to help create a healthier, safer world through operational excellence.

Qualifications

• 20+ years of experience in a leadership and operational excellence role.
• Minimum of 10 years in the medical equipment industry.

Responsibilities

• Lead the EMEA Service Operations function and support 250+ Associates.
• Drive $50M+ in revenue and operational performance across multiple areas.
• Implement global operations strategy and ensure operational efficiency.

Skills

Strategic Planning and Execution

LEAN knowledge

Change management

Influencing skills

Cross-functional collaboration

Service pricing and planning

Education

Bachelor’s degree in Business

MBA

Job description

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Job Category: Customer Operations/Customer Support

Location: Leicester, LEC, GB, LE1

Workplace Type: Hybrid

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

HOW YOU WILL MAKE A DIFFERENCE

About you:

Do you want to spend your working time making a difference in the world around you? Are you motivated by driving strategic business growth across EMEA? Do you have a passion for Operational Excellence, developing trusted partner relationships with country leaders, and possess strong change management skills? If so, then a career with STERIS in our Global Service Operations team could be a great fit for you.

About Us:

At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE.

We are currently recruiting for a Senior Director; Service Operations, this role could be based in the UK as well as Italy, France, Germany, Portugal, Netherlands, and Belgium.

WHAT YOU WILL DO

This role will be responsible for leading the EMEA Service Operations function, supporting 250+ Associates and hundreds of dealer associates, driving $50M+ in revenue. This role partners with Global Services and EMEA Commercial leadership to design and implement the global operations strategy and roadmap, including integration of potential acquisitions and ensures operational efficiency, innovation and alignment.

Reporting to the Group VP & GM, Global Services, and working closely with VP & MD EMEA, the Senior Director is responsible for operational performance across Service Engineering, Technical Support, Technical Writing, Training, Business Systems, Contract Administration, & Business Intelligence. Key responsibilities include:

They will be the EMEA liaison to the US and the service operations lead responsible for the development of an aligned EMEA roadmap, design and implementation of Operational Excellence (OE) initiatives to create, manage, and deliver technical service content and back-office support for all services lines within the EMEA Commercial Ops organization.

They will be a champion to effectively achieve buy-in and adoption of new transformative processes and service offerings by partnering with country leaders and service leaders to identify, design, and implement standardized and innovative best practices across Global Services.

Duties - cont'd

• In alignment with Global Services’ strategy, formulate and implement the EMEA OE strategic roadmap for assigned functions. Effectively execute the end-to-end process of creating, managing, and delivering technical service content and validation, learning, technical/engineering support, contract administration, business systems and tools, business intelligence, LEAN, compliance, workforce planning, and marketing programs for the EMEA Service businesses (direct and dealers).
• Collaborate with country leaders and their service directors to design global solutions while supporting local requirements.
• Aligns operational initiatives and KPIs with Global Service strategy and financial objectives.
• Partners closely with the Global Services leadership team to identify, plan and execute aligned and effective solutions for EMEA.
• Support/Lead integration and acquisition initiatives to improve ROI and reduce Customer impacts.
• Drive change management for effective implementation of OE initiatives and mentor others on effective change management principles and planning.
• Act as an Extended Core Team member (interfacing with R&D) of the NPD process to provide critical input on functional aspects involving new product development to improve products, product launches, serviceability, connectivity, and installation improvement opportunities.
• Provides input into the development of New Product & Service Offering Strategies to support brand and business unit initiatives, including contract strategy and transactional pricing strategies.

Operational Excellence

• Build effective reporting and monitoring system for OE programs.
• Drives and improves results by leveraging Agile principles, lean tools, consulting skills, change management processes, and leading the implementation of lean initiatives within operational functions and their associated value streams.
• Supports initiatives to develop resource capacity planning, tools and processes that achieve effective planning and budget priorities.
• Collaborate with Sales, Service, Marketing and Manufacturing in developing solutions for product and/or process quality issues and to roll out new services.
• Liaison to Supply Chain to ensure service parts planning and distribution are meeting published KPIs.
• Directly manages EMEA technical training team responsible for deployment of training’s, technical documentation, and 2nd level escalation support. Provides governance of the technical service-learning management system.
• Establishes subcontractor/vendor/distributor goals, qualifications, and service quality measures, including controls and monitoring to achieve program, compliance, and financial objectives.
• Provides oversight of Service processes and procedures to drive compliance with our Quality Management Systems.
• Work with liaison for US counterparts for existing business systems and development of EMEA business requirements, implementation, change management and support of new technology. Responsible in conjunction with other pertinent counterparts to drive progress, development and compliance of technology tools for EMEA Legal entities.
• Work with US counterpart to develop and manage detailed monthly, quarterly and annual financial analysis regarding Mix, Volume, Price & Profitability for all service lines. Ensure development and management of cascading daily revenue predictive tools informing executive, area and country management, Sales to drive service revenue performance to achieve or exceed revenue goals.
• Partner with country leaders and Business Unit Marketing organizations to ensure an aligned approach to pricing, pricing changes and the associated financial impact relative to Business Unit operating plans.
• Drive development, maintenance and improvement of the profitability analysis to enable views of profitability by repair/service line, contract and Customer and enable contract pricing and guide contract negotiations and other key strategic decisions.
• Participates as EMEA service representative in Customer Data Governance Steering Committee.
• Drive reduction in process inefficiencies and perceived inconsistencies in source data through the adoption of common approaches to data issues.
• Integrate ongoing Data Governance work with Business Intelligence deployment initiatives.
• Lead development of data analytics best practices utilizing cutting edge tools and methods.

Contract Management

Leads and Supports:

• Team managing contract conversion and renewal process which includes unique Customer agreements and supports the field in driving 30 million annually.
• Development and maintenance of standard contract template terms and conditions.
• Development and maintenance of Knowledgebase systems across Service offerings.
• Framework for Customer negotiated requests to change to standard legal & Business terms and conditions.
• Development and execution of standard internal and external communications of executed contracts
• Team responsible for service contract setup and execution in STERIS Operational Systems including effective dates, eligible products and plans, products, pricing and rebate calculations.
• Effective cross-functional decision making and implementation of contracts.
• Compliance with all related company policies and procedures. Keeps abreast of legal changes and regulatory requirements affecting contract services and agreements.
• Development and maintenance of metrics delivering insight regarding project & contract win / loss, yield with associated rationale to guide contracting strategy.

Leadership & Team Development

• Develops learning culture, including focus on problem solving, project management and planning skills to operationalize practices that build employee empowerment and experiential development.
• Coaches and develops functional leaders in creating long term activity roadmaps and lean transformation projects for the business including Kaizen and step change projects. Enable exponential growth in the delivery of solutions to improve Customer, field, and quality experiences.
• Supports initiatives to develop resource capacity planning, tools and processes that achieve effective planning and budget priorities. This includes flexible resource and work structures that are scalable and adaptive to Customer/market impacts.
• Develop leaders to support org structure and culture transformation within operations and with key stakeholders to drive accountability and delivery of on-time initiatives.

Required Experience

• Bachelor’s degree in Business. MBA strongly preferred. 20+ years of combined experience in a leadership and operational excellence role.
• Minimum of 10 years in medical equipment industry.

Skills

• Strategic Planning and Execution with strong LEAN knowledge and practical experience
• Leading change management initiatives
• Influencing home-based distributed workforce
• Exceptional cross functional collaboration and coordination skill
• Service pricing, planning, and contract administration
• Strong history of project execution within timelines and budget
• Demonstrated ability to deliver quality Customer outcomes and profitability
• Demonstrated leadership of large, cross-functional teams in a matrixed environment

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit www.steris.com .

STERIS strives to be an Equal Opportunity Employer.

Job Category: Customer Operations/Customer Support

Job Segment: Operations Manager, Infection Control, Business Intelligence, Patient Care, Operations, Healthcare, Technology