Director, Service Enablement

DeepHealth; Somerville (MA); Remote; USD 160,000 - 200,000; Full time

Job summary

DeepHealth, in the United States, seeks a Director of Service and Delivery to lead Service Enablement, ensuring product releases are prepared, supported, and scalable across regions. You will own release readiness and coordinate with Implementation, Support, Product and Development to ensure documentation, training, tooling, and operational readiness before customer availability.

The role oversees SRE, Technical Writing and Training teams, manages budgets and staffing, and partners with

Qualifications

• Bachelor's degree in technical or business field, or equivalent experience.
• 10+ years in software or healthcare technology services.
• 5+ years leading managers or multi-function teams.
• Proven program management across release readiness and operations.
• Experience leading technical documentation, training, or customer enablement.
• Ability to influence across teams without direct reporting lines.
• Strong planning, budgeting, and vendor management skills.
• Clear written and verbal communication with executives and technical staff.
• Preferred: networking expertise relevant to services and development.
• Preferred: familiarity with medical imaging or clinical software.

Responsibilities

• Own the program that confirms services readiness for each release.
• Ensure documented readiness reviews with sign-off before customer availability.
• Lead and develop Release Readiness, Manufacturing, SRE, Technical Writing, and Technical Training teams.
• Secure capacity and timing from regional leaders for cross-department enablement work.
• Ensure documentation and training are complete and on schedule for releases.
• Partner with Product on customer needs during end-of-life periods.
• Oversee enabling technologies such as SRE tooling and Jira Service Management.
• Turn customer and escalation insights into readiness improvements with Strategic Account teams.
• Align readiness plans with business priorities and represent Service Enablement in leadership forums.
• Manage planning, budgeting, and vendor/contractor needs for enablement functions.

Skills

Program management

Leadership

Cross-functional collaboration

Communication

Budgeting

Vendor management

Influence without authority

Documentation & training

Networking knowledge

SRE familiarity

Hardware lifecycle

Education

Bachelor's degree or equivalent

Tools

Jira Service Management

Job description

Job Summary

The Director, Service and Delivery is responsible for leading Service Enablement, a multi-function connector organization that prepares Services to implement, support, and scale product releases across regions. This role owns Services release readiness and leads Release Readiness, Manufacturing, SRE, Technical Writing, Technical Training, and related enabling-technology work, partnering with Implementation, Support, Product, and Development so documentation, training, tooling, and operational readiness are in place before customer availability.

Essential Duties and Responsibilities

• Own the program that confirms Services organizational readiness for each release, coordinating work across Implementation, Support, Product, and Development.

• Ensure every release has a documented readiness review with Services sign-off before customer availability.

• Lead, coach, and develop the Release Readiness, Manufacturing, SRE, Technical Writing, and Technical Training teams, including priorities, owners, staffing plans, performance management, and hiring.

• Secure capacity and timing from regional implementation and support leaders when enablement work draws on resources outside the department.

• Ensure technical documentation and training are complete, accurate, and available on schedule for releases and product transitions.

• Partner with Product on customer needs during end-of-life periods, including documented specifications and contract language for exceptions.

• Oversee enabling technologies such as SRE tooling and Jira Service Management so stakeholder needs are incorporated into solutions.

• Work with Strategic Account teams to turn customer and escalation insights into readiness improvements.

• Align readiness plans with business priorities and represent Service Enablement in Services leadership forums.

• Manage planning, budgeting, and vendor or contractor needs for assigned enablement functions.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

• Bachelor's degree in a technical or business field, or equivalent professional experience (required).

• 10+ years of experience in software or healthcare technology services (required).

• 5+ years leading managers or multi-function teams (required).

• Proven program management across release readiness, implementation, support, or operations (required).

• Experience leading technical documentation, training, or customer enablement functions (required).

• Ability to lead through influence across teams that do not report directly (required).

• Strong planning, budgeting, and vendor or contractor management skills (required).

• Clear written and verbal communication with executives, customers, and technical staff (required).

• Preferred: Networking expertise relevant to Services and Development environments.

• Preferred: Familiarity with medical imaging, radiology, or clinical software, including on-premise and hosted deployments.

• Preferred: Experience with site reliability engineering and remote support models.

• Preferred: Experience managing hardware lifecycle, manufacturing handoffs, or end-of-life transitions.

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.

• Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.

• Follows all local, regional and country laws concerning employment.

• Follows all DeepHealth policies and procedures.

• Follows data privacy, compliance, safety and confidentiality standards at all times.

• Practices universal safety precautions.

• Promotes good public relations on the phone and in person.

• Adapts and is willing to learn new tasks, methods, and systems.

• Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines.

• Completes job responsibilities in a quality and timely manner.

Travel

This position may require occasional travel.

Working Environment

Remote (United States).

Physical Demands

The employee must be able to perform the essential duties and responsibilities of the position, with or without reasonable accommodation.

Salary: Dependent Upon Experience: 160,000-200,000 USD