Global Healthcare Service Operations Lead

Siemens Healthineers AG; Riyadh; On-site; SAR 1,200,000 - 1,800,000; Full time

Job summary

Siemens Healthineers in Riyadh region seeks a seasoned operations leader to drive exceptional service performance and customer satisfaction across the Customer Care Center. You will lead cross-functional teams, monitor KPIs, and ensure compliance with safety and regulatory standards while optimizing processes and budgets.

The role emphasizes escalation handling, SPIRIDON ERP usage, and data-driven decision making to sustain profitable service operations and high-quality outcomes for customers.

Qualifications

• Proven experience in operations management, preferably within ES sector.
• Strong leadership and team management abilities.
• Excellent problem-solving and decision-making skills.
• Ability to analyze operational data and generate insights.
• Experience with project management tools and methodologies.
• Knowledge of industry regulations and compliance standards.
• Ability to manage budgets and resource allocation.
• Adaptability to changing business environments.

Responsibilities

• Ensure consistently high operational performance to achieve customer satisfaction.
• Manage and follow up on customer complaints, ensuring timely resolution and preventive actions.
• Foster a customer-centric culture within the service team.
• Ensure the full functionality and day-to-day operation of the Customer Care Center (CCC).
• Implement and monitor the SERVOR process.
• Provide qualified resources for pre-clarification, technical support, and application inquiries.
• Define and supervise the escalation process
• Introduce, maintain, and operate the ERP/Service Management System (SPIRIDON).
• Ensure proper data entry and collection for every service incident.
• Generate and submit key performance indicators (KPIs) as required by Siemens Healthineers standards.
• Support digital service tools integration where applicable.
• Provide regular operational reports to regional management, including service situation summaries and escalation updates.
• Ensure compliance with safety, quality, and regulatory standards.
• Ensure commercial efficiency and profitability of the service operation within the project scope.
• Review and analyze technical and financial performance (Scorecards, dashboards, cost KPIs)

Skills

Operations management

Leadership

Problem solving

Process optimization

Data analysis

Communication

Project management

Regulatory compliance

Budget management

Adaptability

Job description

Siemens Healthineers in Riyadh region seeks a seasoned operations leader to drive exceptional service performance and customer satisfaction across the Customer Care Center. You will lead cross-functional teams, monitor KPIs, and ensure compliance with safety and regulatory standards while optimizing processes and budgets.

The role emphasizes escalation handling, SPIRIDON ERP usage, and data-driven decision making to sustain profitable service operations and high-quality outcomes for customers.