Service Excellence Leader

5 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia ITH Icoserve Full time

Job Summary:

We are seeking a highly skilled Service Excellence Leader to join our team in Riyadh, Saudi Arabia.

In this role, you will be responsible for optimizing and streamlining standard business procedures to augment overall operational effectiveness.

You will facilitate communication and cooperation among various departments to guarantee adherence to the objectives of the organization.

The ideal candidate will have 7+ years of successful experience in service management and excellent organizational skills.

They should also possess superior communication skills (written and oral) and ability to effectively communicate with stakeholders at many levels within the organization.

About ITH Icoserve:

We are a leading healthcare company that is pioneering breakthroughs in healthcare. 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.

Your Role:

  1. Optimize and streamline standard business procedures to augment overall operational effectiveness.
  2. Facilitate communication and cooperation among various departments to guarantee adherence to the objectives of the organization.
  3. Supervise regional initiatives to ensure they remain on schedule, within allocated funds, and by strategic objectives of the organization.
  4. Proactively identify cost-saving opportunities to implement mitigation strategies for potential threats to business operations.
  5. Drive growth and development to accomplish company goals.
  6. Maintain highest customer satisfaction including profitability within framework of Siemens Healthcare, Customer Services.
  7. Plan and draft annual Healthcare target agreement and quarterly business reviews.
  8. Overview resource development and execute required manpower calculation related to I-base development and budget frame.
  9. Develop staff training in coordination with respective supervisors/managers.
  10. Ensure efficient execution of all CS Business Management Processes related to assigned business unit and products in order to drive CS Revenue and market growth:
    1. Market analysis and competitive transparency.
    2. Customer base analysis and business potential identification.
    3. Contract management.
    4. Service portfolio, offerings and pricing.
      1. Ensure extensive sales support to local sales organization / modality manager.
      2. Ensure technical collaboration and knowledge transfer during sales offers and projects.
      3. Manage all external Service Partner Processes within Customer Service as economic unit with process-oriented organization, Following local and HQ defined business objective for achieving required operating profit.
      4. Manage application activities for all Healthcare Business Units; ensure external and internal customer excellence in all Application Services (Support & Training); enable Application business development; drive optimal synergies between CS organization, Application team and Sales.
      5. Hold disciplinary responsibility for staff assigned.
      6. Inform staff about economic development of business.

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