Service Delivery Process Leader International

Job Description Summary

The Service and OTR Operations Organization plays a critical role creating and delivering value to our customers and aim at being a competitive advantage in the market to support GE HealthCare’s success in the International Region.

As a candidate, you must feel engaged by this vision, be willing to contribute to our transformation with a change agent mindset, bring a strong positive energy and value collaboration and collective success

Service Delivery Process Leader International is essential to improve service quality and operational efficiency in GEHC's indirect markets across the International. This role supports strategic initiatives, enhances partner performance, and drives the adoption of key tools and platforms. The Service Delivery Process Leader International will build, deploy and monitor the utilization of the service processes, tools and platforms. interpret internal and external indirect service delivery challenges and recommend/deploy best practices to drive operational excellence, partner autonomy and service capabilities. The role requires strategic thinking, collaboration, proactive problem-solving approach and strong project management skills to deliver superior service outcomes.

Job Description

Key Responsibilities

• Operational Strategy Execution: Implement and execute Indirect Service Delivery strategies in collaboration with the International and Global Service Teams to drive operational excellence in the indirect markets
• Change Enablement: Support International Zones Service Teams in operationalizing changes to the service delivery model and channel management structure
• Center of Excellence: Act as a subject matter expert and central point of contact for all Indirect Service Delivery processes, promote process standardization and facilitate best practices sharing across International Zones.
• Technology and Tools Deployment: Lead the deployment and adoption of service technologies, tools and platforms including but not limited to ServiceMax CPx, MyGEHC, ServiceShop in coordination with the Global and International Service Teams
• Utilization Monitoring and Enhancement: Monitor the usage of the service tools and platforms by both internal teams and Channel Partners. Identify gaps, recommend and implement improvements to enhance adoption and effectiveness.
• Performance Analytics and Improvement: Own the tools and mechanisms for collecting and analyzing service data. Use insights to recommend and implement improvements that enhance Channel Partner autonomy and overall service performance.
• Documentation and Standard Work: Ensure the maintenance and regular updates of key documentation, including the Channel Partner Handbook, IDSC Standard Work, job aids for International Zone Service Teams, and other service delivery process materials.
  
  

• Bachelor's degree preferred from an accredited university with strong experience in Operational or Program Management Experience in service, technology or operations, preferably in Healthcare Business
• Proven experience working in geographically dispersed, multicultural teams. Ability to collaborate effectively with cross-functional stakeholders and build strong relationships with internal teams and external partners.
• Familiarity with CRM and ERP platforms such as ServiceMax, Oracle. Ability to identify and resolve operational bottlenecks through technology.
• Strong analytical mindset with attention to detail. Ability to think clearly, solve problems proactively, and quickly grasp new concepts.
• Excellent verbal and written communication skills in English. Ability to influence and engage multiple teams to resolve challenges and drive initiatives forward.
• Demonstrated ability to manage multiple priorities, work under pressure, and meet tight deadlines.
• Proven track of projects/process improvements within operations function.
• Familiarity with Lean and/or Six Sigma methodologies.