Service Delivery Manager

**Job Description Summary**: The Service Delivery Manager (SDM) is responsible for leading a team of engineers who perform the maintenance and repair of medical equipment. This role is responsible for optimising the use of resources to drive integrated service delivery and customer experience, within the sub segments and modalities. It is important the SDM promotes a strong culture of collaboration between the sales, technical and operational teams and to achieve seamless customer service delivery, with a focus on maintaining a strong communication pathway with customers.

The SDM is responsible for ensuring the team’s compliance with all relevant local laws, local regulatory requirements, EHS and quality policies and shares best practices across the wider ANZ services teams. The SDM is required to manage service operational costs across their region and identify cost-effective service delivery strategies to achieve customer service & financial targets.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

**Leadership**:

- Sets the vision and operational tactics to develop and build a leading Field Operations team, across the various product modalities.
- As an integral part of ANZ Services team, lead and participate in local, regional and global initiatives and projects over and above the role as needed or required to help drive culture, quality and velocity for our customers and front-line teams.
- Actively seek out market and customer drivers to ensure the business adapts quickly and capitalises on shifting trends in Service delivery.
- Coach, manage, mentor and influence individuals and team directly or indirectly, to drive overall accountability, ownership, and progress against goals.
- Ensure team has the right talent, operational structures, and ownership in place to lead, coach and develop Service field teams to deliver outstanding customer experience.
- Create operating mechanisms to ensure the right metrics are in place which reflect the health of the teams and ensure an operating rhythm is in place with the individual team members to review exceptions and address outliers in a timely manner.
- Collaborate with peers in the Service Organisation, Functional teams and Sales teams to drive and execute on key business priorities and drive a customer first approach to resolving issues.
- As part of the role, you will unlock the potential in your people and contribute to their ongoing improvement and growth.

**Customer Support**:

- Utilise and drive financial, operational, and customer-centric metrics which demonstrate the health of the Field Operations delivery model in supporting our customers and financial commitments to the business.
- Implement processes to provide remote, as well as on-site support to customers via the FE teams. Ensure teams are adequately trained to deliver these services and work with Online Engineers (OLE), and Modality Engineers to formulate a robust plan for the ANZ CCS business.
- Manage professional relations with key customers, academia, government and administrative bodies to deepen understanding of customer challenges and needs.
- Work with Call Centre and OLE teams to create virtual and seamless remote support processes, including adherence to remote fix and fix first time metrics.
- Work with Technical Operations Leader to drive detailed investigations and actions for customer satisfaction opportunities and continually implement process changes to improve customer satisfaction.
- Work with supporting teams such as Service Support Operations Centre, Logistics, PMO, Applications, Sales, and Product Specialists to ensure processes are in place to manage successful and timely hand-offs between teams and customer experience is seamless and positive.
- Lead the collaboration with Sales team on customer communication, escalations, and opportunities for through life support activities of customers equipment.
- Supporting the commercial activities for key accounts by providing account-based feedback via the Field teams which assist GEHC to better meet the needs of customers.
- Provide technical input, budget and resource preparation for new product launches including Field engineering education and training to ensure readiness in field for NPI’s.
- Support tender and request for quote submissions as required.

**Operations Rigour**:

- Drive processes for timely escalations - Customer Satisfaction Opportunities (CSO), Quality PQM, Part returns, Dead On Arrival. Lead the region by ensuring representation from a technical and field standpoint for any global / regional calls related to quality / CSO’s.
- Drive adherence to field processes such as parts ordering and return, Service Request (SR) rigour, primary