Senior Service Delivery Excellence Specialist, SEA

Boston Scientific; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

Boston Scientific is seeking a Senior Service Delivery Excellence Specialist to lead strategic initiatives across Southeast Asia, driving service efficiency, quality, and customer satisfaction. The role requires cross-functional leadership, data-driven decision making, and strong stakeholder management in a regional context.

You will partner with country teams and regulatory partners to ensure compliant, scalable improvements across installation, maintenance, repair, and service contracts,

Qualifications

• Bachelor's degree or above in Engineering, SCM, or Business.
• 10+ years of experience across equipment service operations, project management, quality, or supply chain, including at least 5 years in the medical device industry.
• Experience across multiple Southeast Asian markets is highly preferred.
• Fluent English; proficiency in a Southeast Asian language is an advantage.
• Strong understanding of end-to-end service processes, from service request through case closure.

Responsibilities

• Leads CETS strategic projects across Southeast Asia, coordinating cross-functional teams and reporting to service leadership.
• Drives end-to-end equipment service process improvements, including installation, maintenance, repair, parts management, and warranty administration.
• Develops and tracks KPIs, dashboards, and governance to improve service quality, productivity, and customer experience.
• Builds regional alignment by facilitating workshops and standardizing processes while respecting local regulatory requirements.
• Leads VIP value-improvement programs and coordinates implementation and change adoption with stakeholders.

Skills

End-to-end service processes

Project management

Data-driven decision making

Cross-cultural collaboration

Stakeholder influence

Education

Bachelor's degree or above in Engineering, SCM, or Business

Tools

BI platforms

AI-enabled tools

Job description

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Senior Service Delivery Excellence Specialist, SEA

Onsite Location(s):

Kuala Lumpur, MY

Additional Locations: N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we'll give you the opportunity to harness all that's within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we'll help you in advancing your skills and career. Here, you'll be supported in progressing - whatever your ambitions.

This is an exciting opportunity to play a key role in shaping the future of Capital Equipment Technical Services (CETS) across Southeast Asia.

You will lead strategic initiatives that strengthen service excellence, improve end-to-end processes, and enhance operational performance across the region. Working closely with country service teams and cross-functional partners, you will turn service challenges into scalable solutions that improve customer experience, quality, efficiency, compliance, and sustainable business growth.

The role is ideal for an experienced service or operational excellence professional who enjoys solving complex problems, leading regional projects, using data to drive decisions, and influencing stakeholders across multiple markets.

Main responsibilities:

• Leads CETS strategic projects:Develops and executes project plans covering scope, milestones, timelines, governance, resources, dependencies, risks, and benefits. Leads cross-functional project teams and provides clear progress updates, decisions, and escalations to service leadership and key stakeholders.
• Drives end-to-end CE process improvement:Leads the identification, prioritization, and execution of process improvement initiatives across the full CE service value stream, including installation, technical support, preventive maintenance, repair operations, service centers, spare parts management, warranty administration, and service contracts. Utilizes Lean, Kaizen, and structured problem-solving methodologies to enhance efficiency, quality, customer experience, and operational performance.Strengthens the service quality framework:Partners with Quality, Regulatory, and CETS stakeholders toestablishand sustain consistent service quality standards, governance, controls, and performance measures. Supports compliance with applicable quality policies, procedures, work instructions, and regulatory requirements, while improving audit readiness and process adherence.
• Improves service performance management:Defines andmonitorsservice KPIs, dashboards, and review mechanisms toidentifytrends, constraints, and improvement opportunities.Usesdata to supportprioritization, root-cause analysis, management decisions, and measurable improvement in service quality, productivity, responsiveness, and customer experience.
• External Service Provide performance tracking: Develop an External Service Provider performance tracking system to guarantee service consistency and data integrity. Facilitate regular vendor reviews to identify improvement opportunities and enforce corrective measures where required.
• Manages implementation and change adoption:Develops implementation and change plans, including process documentation, roles and responsibilities, training, communications, stakeholder engagement, and adoption measures.Works with country and functional teams to embed new ways of working and sustain improvements after project completion.
• Develops recommendations and business cases:Translates service challenges and opportunities into practical recommendations, implementation options, and investment proposals. Assesses operational, quality, customer, resource, and financial implications, and tracksbenefitsrealizationagainst agreedobjectives.
• Builds regional alignment and capability:Facilitatesworkshops, process mapping, best-practice sharing, and problem-solving sessions with country service teams and cross-functional partners. Promotesstandardizationwhere it adds value whilerecognizingjustified local regulatory, market, and operational requirements
• Lead VIP: Lead value improvement program which include build value improvement training, promotion activity, reward and recognition, leadership reporting and etc. Coordinate VIP system update and track the projects’ progress, own project saving target. Build the KPI, problem & project system loop which include control tower setting, black hole and PKP(Problem solving, Kaizen, Project) mechanism

What You Bring

• Bachelor’s degree or above in Engineering, Supply Chain Management, Business, or a related field.
• 10+ years of experience across equipment service operations, project management, quality, or supply chain, including at least 5 years within the medical device industry.
• Experience working across multiple Southeast Asian markets is highly preferred.
• Strong understanding of end-to-end service processes, from service request through case closure.
• Strong analytical capability with experience using Excel, BI platforms, and AI-enabled tools to generate insights and support decision-making.
• Knowledge of medical device quality management systems and regulatory requirements, including ISO 13485, is an advantage.
• Fluent English, with proficiency in a Southeast Asian language considered an advantage.

What Will Help You Succeed

You are a structured problem solver who combines strategic thinking with hands-on execution. You are comfortable navigating complexity, using data to challenge the status quo, and bringing diverse stakeholders together around a common solution. You will thrive in this role if you can:

• Influence and collaborate effectively across countries, cultures, and functions.
• Identify problems early and translate them into practical, scalable solutions.
• Lead complex initiatives without relying on direct authority.
• Balance regional standardization with local market realities.
• Work independently and maintain momentum in a dynamic environment.
• Turn operational data into clear insights, decisions, and measurable business improvements.

Boston Scientific transforms lives through innovative medical technologies that improve the health of patients around the world. As a global medical technology leader for more than 45 years, we advance science for life byprovidinga broad range of high-performance solutions that address unmet patient needs and reduce the cost of healthcare. Our portfolio of devices and therapies helps physicians diagnose and treat complex cardiovascular, respiratory, digestive, oncological,neurologicaland urological diseases and conditions. Learn more at www.bostonscientific.com and follow us on LinkedIn .