Service Operations General Manager, EAGM Zone

Job description

Job Description SummaryThe EAGM Service Operations General Manager will be responsible for leading service delivery across the EAGM Region, driving customer experience, service quality, operational performance, Field and cost productivity, cash collection, margin expansion and strong P&L outcomes. This leader will build and execute a future-ready service delivery strategy across RCIS, TCA, MESA & Africa LCTs, supported by Global Markets Services and Global Services Standard operating framework that establishes standards, tools, systems, processes, KPIs and performance management routines. The role requires a global, enterprise-minded service leader with deep experience leading complex large-scale service organizations, delivering P&L performance, improving field and remote service productivity, and building a high-performance culture for world class services. The ideal candidate will bring strong lean operating discipline, customer obsession, cross-functional leadership, and the ability to balance global standardization with market-specific execution needs. This leader will play a critical role in strengthening customer outcomes while improving cost efficiency, cash performance, patient safety, employee safety, and employee experience. The role will drive the adoption of standard service delivery processes and tools, simplify and harmonize processes across LCTs where appropriate, and ensure that service delivery operates as one connected and accountable team across LCTs, EAGM leadership, and Global Markets. Job DescriptionEssential ResponsibilitiesService Delivery Strategy and Operating ModelLead the development and execution of the EAGM service delivery strategy, aligned to enterprise priorities, customer needs, and regional growth objectives. Analyze and understand the competition - ensure delivery and the service sales strategy are aligned Define and drive overall customer satisfaction indicators and levels. Translate global markets services and EAGM priorities into clear service delivery mechanisms, measurable outcomes, and disciplined execution routines. With utilization of standard service delivery processes, tools, Drive simplification, transformations and harmonization of service processes across LCTs, including business operations, service delivery, product service, field operations, customer experience, and patient, employee safety. Partner with Global Service Organization, EAGM leaders, AIS, Service Sales, OTR, Finance, HR, Quality, EHS, and Zone Presidents to ensure aligned strategy, clear interfaces, and accountable execution. Assess the effectiveness of service delivery through CSAT, benchmarking, and best practice sharing (applied time, time to repair, fix right first time, …etc.) and address main opportunities. P&L, Productivity, and Operational PerformanceWith Service Operations leadership team, own/drive and develop operational and financial growth initiatives and targets, cost control measures, contribution margin, cash, billing, contract execution support, warranty, operational efficiency and process improvements. Develop metrics on field service profitability and resource models to maximize productivity while protecting customer experience, service quality, and frontline effectiveness. Lead operating reviews and daily management systems to monitor performance, identify gaps, and drive corrective actions. Improve field and remote service productivity through standard work, capacity management, resource optimization, digital tools, and continuous improvement. Drive operational rigor across installed base, installations, contracts, warranty, point of sale, billing, ODS, cost, cash, productivity, and service execution metrics. Ensure the service delivery model enables strong performance across modalities and product segments. Build a working environment which values teamwork to the overall benefit of customer satisfaction and growth. Support large strategic deals in regions and POS strategy Customer Experience, Quality, and Escalation ManagementBuild and maintain strong customer relationships by ensuring consistent, high-quality service delivery across all LCTs. Provide leadership and direction in crucial customer interfaces. Own customer CSO escalations and drive for fast and effective resolution. In conjunction with EAGM Service PSD, LCT Leaders and Commercial Product Managers (equipment sales) Drive continuous improvement in customer experience, including CSAT, time to resolution, first-call resolution, service quality, and escalation management. Ensure customer escalations are managed with urgency, ownership, transparency, and strong cross-functional coordination Create one consistent customer-facing service experience where possible, while preserving necessary market, regulatory, clinical, and technical specialization. at direct and indirect markets. Use service business intelligence, performance data, customer feedback, and operating reviews to identify systemic issues and drive sustainable improvements. Lean, Heartbeat, and Continuous ImprovementChampion Heartbeat and the GEHC business system across Service Delivery, with a strong emphasis on the core four, standard work, daily management, problem solving, and operating cadence. Lead by example in deploying lean management, visual management, bowler/KPI discipline, root-cause problem solving, and continuous improvement. Establish clear performance standards, governance mechanisms, and accountability routines across zones and central service teams. Drive process improvement across service delivery, field operations, remote service, customer operations, service quality, digital tools, training, and extended channels. Create a culture where teams use data, standard work, and customer feedback to solve problems at the source. Organizational Leadership and CultureLead, coach, mentor, and develop LCT and Zone service leaders to ensure alignment with enterprise priorities, operating standards, cultural expectations, and customer commitments. Recruit top talent leaders and successfully develop, engage and coach them for roles of increasing responsibility. Build a positive, inclusive, high-performance culture grounded in accountability, collaboration, servant leadership, safety, quality, and enterprise-first decision making. Strengthening leadership capability across the service organization, with a focus on service execution, customer orientation, change leadership, and talent development. Ensure the organization has the right structure, spans, layers, capabilities, and operating mechanisms to deliver current commitments and future growth. Lead through transformation with transparency, resilience, and strong change management. Cross-Functional PartnershipBuild a working environment which values teamwork to the overall benefit of customer satisfaction and growth. Support large strategic deals in regions and POS strategy Partner closely with Service Sales to support service growth, renewal execution, customer retention, and commercial operating rhythms, while maintaining clear accountability between sales capture and service delivery execution. Collaborate with Global Markets Operation, COO and GSO to deploy standards, tools, training, global parts interfaces, service quality processes, and customer escalation mechanisms. Work with Global Markets Operation, PSD & EAGM Zone product/segment leaders to improve serviceability, reliability feedback loops, product service performance, customer outcomes, and modality-specific operating needs. Partners with EAGM OTR, HPM, Commercial Operations, Finance, HR, Quality, Regulatory, Compliance, Legal, Digital, IT, Security, Zone & Global ITC and EHS to ensure strong execution across the full customer lifecycle. Support budgeting, long-term strategy, LTS, BPR processes, operating reviews, and resource planning for the zone Safety, Compliance, and Risk ManagementPromote a safe work environment and ensure full compliance with all applicable