Director, Escalations – BL OSS

Elekta; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading MedTech company is seeking a Director, Escalations to ensure effective resolution of customer issues. This hybrid role requires strong leadership and crisis management skills. You will engage with senior stakeholders, drive process improvements, and lead a dedicated team, making a significant impact on patient care and satisfaction.

Benefits

Comprehensive benefits

Opportunities for growth

Supportive working environment

Qualifications

• 10+ years in service operations, supply chain, product quality, or order fulfillment.
• Expertise in RCA, 8D, Six Sigma, and process improvement.
• Ability to manage multiple escalations in a fast-paced global environment.

Responsibilities

• Lead all critical escalations across BLOSS, ensuring timely and effective resolution.
• Serve as the central contact for high-priority customer concerns, engaging senior stakeholders.
• Implement structured root cause analysis to prevent recurrence.

Skills

Strong leadership

Stakeholder management

Crisis management

Excellent communication

Process improvement

Tools

Salesforce

Job description

Are you a current Elekta employee?

Please click here to apply through our internal career site Find Jobs - Elekta.

Want to join a team with a mission to improve and save lives?

We continually look for motivated and skilled individuals who are interested in supporting our customers – healthcare professionals who use our products to help patients and their communities.

We currently have the following opportunity available - please contact us for more details!

We don’t just build technology. We build hope for everyone dealing with Cancer.

At Elekta, we believe every patient deserves the best care. That’s why we’re committed to developing precision radiation therapy solutions that improve, prolong, and save lives. As Director, Escalations, you’ll play a pivotal role in ensuring our customers receive timely, effective support when it matters most.

What you’ll do at Elekta

As a Director, Escalations, you will lead and manage critical escalations across our Business Line OSS (BLOSS), ensuring swift resolution and clear communication for high-impact internal and external customer issues. This strategic role requires strong leadership, operational expertise, and a passion for continuous improvement.

You’ll act as the primary liaison between regional and central service teams, mobilizing the right support at the right time.

• This is a Hybrid role, and we are open to hiring in Crawley (UK), Stockholm (Sweden), Agrate Brianza (Italy), Madrid (Spain), and Lisbon (Portugal).

Responsibilities

Escalation Management & Resolution

• Lead all critical escalations across BLOSS, ensuring timely and effective resolution.

• Serve as the central contact for high-priority customer concerns, engaging senior stakeholders and executive leadership.

• Maintain real-time visibility of major cases and elevate blockers to leadership.

• Define and enforce escalation governance, including prioritization, response frameworks, and timelines.

• Coordinate with Product Development, Supply Chain, Service, and Quality teams to resolve issues efficiently.

• Implement structured root cause analysis to prevent recurrence.

Cross-Functional Collaboration

• Align with Product Development, Product Management, Engineering, Regulatory, and Quality teams.

• Partner with Sales and Regional Leaders to maintain strong customer relationships and proactive communication.

Process & Continuous Improvement

• Develop proactive escalation prevention strategies using data insights and post-mortem learnings.

• Share global learnings to enable proactive mitigation.

• Provide feedback to BLOSS leadership to drive product and process improvements.

• Optimize workflows in Salesforce, ServiceNow, or other tools for visibility and traceability.

• Track and report key escalation metrics to executive leadership.

Leadership & Stakeholder Management

• Engage with executive leadership and global operations to align on escalation handling.

• Act as a trusted advisor to internal teams and customers, balancing business needs with excellence.

What you bring

• 10+ years in service operations, supply chain, product quality, or order fulfillment, with a focus on escalations.

• Strong leadership and stakeholder management experience.

• Expertise in RCA, 8D, Six Sigma, and process improvement.

• Experience with Salesforce for case management.

• Customer‑centric mindset and crisis management skills.

• Ability to manage multiple escalations in a fast‑paced global environment.

• Excellent communication and negotiation skills.

Preferred Qualifications

• Experience in Medical Devices, Healthcare, or High‑Tech Manufacturing.

• Certifications in Lean Six Sigma, PMP, or ITIL.

We encourage you to apply even if you don’t meet every requirement—your unique skills and experiences might be exactly what we’re looking for!

Why should you join Elekta?

In this role, you will work for a higher purpose; hope for everyone dealing with cancer, and for everyone regardless of where in the world, to have access to the best cancer care. You will be part of our international innovative team and given the opportunity to learn and develop.

We support your growth, well‑being, and success with benefits tailored to each location.

Local benefits will apply depending on location.

Hiring process

We are looking forward to hearing from you! Apply by submitting your application and résumé in English, via the “Apply” button. Please note that we do not accept applications by e‑mail.

Your Elekta contact

For questions, please contact the responsible Global Talent Acquisition Partner, Nidhi Pousette, [e-mail].

We are an equal opportunity employer

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, genetic information, national origin, disability, veteran status, or any other status protected by law in the locations where Elekta operates.

About Elekta

Here at Elekta, you will make a difference. We are a MedTech company that provides software and hardware to hospitals and clinics all over the world.

We have a responsibility toward our partners and customers to deliver solutions in a secure and sustainable way. Both when it comes to financial and environmental matters, but also for our employees to feel that they bring value, wherever in the organization they may work.