Head of Service Excellence and Adoption

Siemens Healthineers; United States; Remote; USD 196,000 - 269,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Long-term and short-term disability

Job summary

Siemens Healthineers AG is seeking a senior leader to head Service Excellence and Adoption within the Service Operations Support organization. The role focuses on building a high-performing, future-ready team and driving process optimization across global service operations.

The position emphasizes ownership of service lifecycle management, solution strategy, and cross-regional collaboration to deliver superior efficiency, adoption, and customer satisfaction.

Qualifications

• Master’s degree in Business Administration, Operations Management, or a related field; MBA preferred.
• Project Management certification (e.g., PMP, PRINCE2) or similar; highly preferred.
• Ten years of relevant work experience in service operations, with at least five years in a senior leadership role.

Responsibilities

• Own the Service Lifecycle Management process and service enablement processes for global consistency and modernization.
• Define and execute strategic plans for continuous process improvement based on data and industry practices.
• Lead a cross-regional community to optimize and harmonize global processes and monitor adoption.
• Define and execute strategy for Service Solutions used by Customer Service Engineers and related teams.
• Partner with digital solution teams to identify, implement, and sustain IT Solutions for global operations.

Skills

Leadership

Change management

Strategic programs

Service operations

Communication

Analytical skills

Education

Master’s degree / MBA

Project Management certification

Process Improvement certification

Job description

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.This role is well suited to an ambitious, experienced professional ready to take the next step in their management career. As Head of Service Excellence and Adoption in Service Operations Support organization, you will be responsible for:High performing, future-ready team:Build, lead, and develop a high-performing team with expertise in service operations, performance improvement, and change management.Keep the team future-ready by continually advancing capabilities in artificial intelligence, data-driven improvement, and process optimization.Apply these capabilities to improve process efficiency and automation, improve service operations performance and drive sustained adoption and behavior change in the field.Process Ownership:Own the Service Lifecycle Management process and service enablement processes ensuring consistency, optimization, and modernization.Own global service operations processes where worldwide consistency and alignment benefit customers and the business.Develop and execute strategic plans for continuous process improvement, informed by data and industry-leading practices.Lead a cross-regional community to continuously optimize, harmonize, implement, adopt and monitor global processes that improve efficiency, scalability, and customer satisfaction.Business Owner of Service Solutions:Define and execute the strategy for Service Solutions used by Customer Service Engineers, Application Specialists, and Customer Services Management. Partner with regional teams to establish requirements and business cases, prioritize needs, and drive rollout and user adoption.Partner with digital solution teams to identify, implement, and sustain IT Solutions that support and enhance global service operations.Service Operations Performance Improvements:Identify global service operations performance gaps and improvement opportunities, determine root causes and corrective actions, and support regional implementation.Collaborate with digital solution teams to automate performance-gap detection and apply artificial intelligence to root-cause analysis and action developmentCoordinate global improvement efforts for critical accounts or specific markets in distress due to e.g. specific product performanceAdditional ResponsibilitiesEnsure compliance with global standards and QMS regulations while addressing regional requirements.Report process performance, improvement initiatives, and outcomes to senior leadership, providing strategic insights and recommendations.Perform additional responsibilities as assigned to support organizational goals and initiativesThis position may suit you best if you are familiar with what is below, and would like to do develop your career with Healthineers· Proven track record in leading and managing large-scale transformation activities across multiple regions or organizations.· Extensive experience in managing and developing high-performing, future-ready teams, with strong leadership and people management skills.· Demonstrated ability to navigate and influence within a complex matrix organization, aligning diverse stakeholders toward common goals.· Expertise in executing strategic programs and projects at both regional and global levels, ensuring alignment with organizational objectives.· Strong background in managing strategic initiatives, with the ability to drive cross-functional collaboration and deliver impactful results.· In-depth experience in service operations, preferably within the healthcare or related industries, with a solid understanding of industry-specific challenges and opportunities.· Exceptional communication and interpersonal skills to effectively represent business needs and priorities to IT and other corporate functions.· Strong analytical and problem-solving skills, with the ability to leverage data to drive decision-making and process improvements.Required skills to have for the success of this roleMaster’s degree, MBA, or equivalent in Business Administration, Operations Management, or a related field.Project Management certification (e.g., PMP, PRINCE2) or a similar qualification is highly preferred.Process Improvement certification (e.g. Six Sigma) or similar qualification highly preferred.Minimum of 10 years of relevant work experience in service operations, process optimization, or a related field, with at least 5 years in a senior leadership role.Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.To find out more about Siemens Healthineers businesses, please visit our company page here.The base pay range for this position is:$195,550 - $268,884Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.Equal Employment Opportunity Statement: Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.EEO is the Law: Applicants and employees are protected under Federal law from discrimination. To learn more, click here.Reasonable Accommodations: Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations.If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here. If you’re unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at [e-mail]. Please note HR People Connect People Contact Center will not have visibility of your application or interview status.California Privacy Notice: California residents have the right to receive additional notices about their personal information. To learn more, click here.Export Control: “A successful candidate must be able to work with controlled technology in accordance with US export control law.” “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.”Data Privacy: We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. Register here to get started.Beware of Job Scams: Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Siemens Healthineers career site.To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.