Senior Director, Service Operations

HOW YOU WILL MAKE A DIFFERENCE

About you:

Do you want to spend your working time making a difference in the world around you? Are you motivated by driving strategic business growth across EMEA? Do you have a passion for Operational Excellence, developing trusted partner relationships with country leaders, and possess strong change management skills? If so, then a career with STERIS in our Global Service Operations team could be a great fit for you.

About Us:

At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW
, LEARN and MAKE A DIFFERENCE
.

We are currently recruiting for a Senior Director;
Service Operations, this role could based in the UK as well as Italy, France, Germany, Portugal, Netherlands, and Belgium.

This role will be responsible for leading the EMEA Service Operations function, supporting 250+ Associates and hundreds of dealer associates, driving $50M+ in revenue. This role partners with Global Services and EMEA Commercial leadership to design and implement the global operations strategy and roadmap, including integration of potential acquisitions and ensures operational efficiency, innovation and alignment.

Reporting to the Group VP & GM, Global Services, and working closely with VP & MD EMEA, the Senior Director is responsible for operational performance across Service Engineering, Technical Support, Technical Writing, Training, Business Systems, Contract Administration, & Business Intelligence.

Key responsibilities include:

They will be the EMEA liaison to the US and the service operations lead responsible for the development of an aligned EMEA roadmap, design and implementation of Operational Excellence (OE) initiatives to create, manage, and deliver technical service content and back-office support for all services lines within the EMEA Commercial Ops organization.

They will be a champion to effectively achieve buy-in and adoption of new transformative processes and service offerings by partnering with country leaders and service leaders to identify, design, and implement standardized and innovative best practices across Global Services.

• In alignment with Global Services’ strategy, formulate and implement the EMEA OE strategic roadmap for assigned functions. Effectively execute the end-to-end process of creating, managing, and delivering technical service content and validation, learning, technical/engineering support, contract administration, business systems and tools, business intelligence, LEAN, compliance, workforce planning, and marketing programs for the EMEA Service businesses (direct and dealers).
• Collaborate with country leaders and their service directors to design global solutions while supporting local requirements.
• Aligns operational initiatives and KPIs with Global Service strategy and financial objectives.
• Partners closely with the Global Services leadership team to identify, plan and execute aligned and effective solutions for EMEA.
• Support/Lead integration and acquisition initiatives to improve ROI and reduce Customer impacts.
• Drive change management for effective implementation of OE initiatives and mentor others on effective change management principles and planning.
• Act as an Extended Core Team member (interfacing with R&D) of the NPD process to provide critical input on functional aspects involving new product development to improve products, product launches, serviceability, connectivity, and installation improvement opportunities.
• Provides input into the development of New Product & Service Offering Strategies to support brand and business unit initiatives, including contract strategy and transactional pricing strategies.

• Build effective reporting and monitoring system for OE programs.
• Drives and improves results by leveraging Agile principles, lean tools, consulting skills, change management processes, and leading the implementation of lean initiatives within operational functions and their associated value streams.
• Supports initiatives…