Service Operations General Manager EAGM Zone

Job Description:

The 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.

• Lead 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.

• With 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

• Build 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…