Service Excellence Director

Agfa Health Care, a division of the Agfa‑Gevaert Group headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB).

At Agfa Health Care, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best‑of‑suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management.

From product development to implementation, our unified Enterprise Imaging Platform is purpose‑built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in‑depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.

The Service Excellence Director for AGFA Healthcare North America will be a pivotal leader responsible for daily management, strategic direction, and overall performance of all service operations within the region. This role collaborates with the functional leaders overseeing implementation, technical support, and customer success teams to ensure exceptional customer satisfaction, operational efficiency, and profitability. This leader will define and execute strategic transformation initiatives to elevate service delivery capabilities and growth, for example, the shift to SaaS/Cloud.

The ideal candidate is a dynamic and results‑oriented leader with a proven track record in driving service excellence and implementing transformative initiatives within the healthcare IT or medical device industry.

• Ensure service delivery meets and exceeds customer expectations by delivering on‑time implementations with high quality, adhering to service level agreements (SLAs), managing ticket backlogs, optimizing response times, facilitating technology adoption and customer outcomes.
• Develop and maintain robust SOPs to ensure consistency, quality, and compliance across all service functions.
• Define, monitor, and analyze key performance indicators (KPIs) such as uptime, customer satisfaction scores, billable utilization, contract renewals, and customer outcomes.
• Instill the mechanisms and rigor of daily management to drive consistent achievement of annual performance targets.
• Serve as Chief of Staff, supporting the SVP of Client Services in the region.
• Lead the service administration back‑office team.

• Champion and lead continuous improvement initiatives to enhance productivity, reduce costs, and improve service quality.
• Utilize methodologies such as Lean, Six Sigma, or ITIL to identify process bottlenecks and implement innovative solutions.
• Lead the business transformation of the service business model, including the successful transition from traditional on‑premise models to a cloud and SaaS‑centric approach. This includes adapting implementation and support methodologies to align with the new service delivery model.
• Collaborate with global service teams and other departments (e.g., Sales, Product Development) to align strategies and drive organizational change.

• Conduct financial analysis and reporting to senior leadership, providing insights into operational performance through a shared dashboard and recommending strategic adjustments.
• Improve revenue forecast accuracy.
• Develop and monitor annual budgets, forecasting expenditures, and optimizing resource allocation to maximize profitability.
• In partnership with Client Success team, implement strategies to increase recurring service revenue, including managing contract renewals and identifying opportunities for upselling and adding new value‑added services.

• Bachelor’s degree in Business, Engineering, or a related field; MBA is preferred.
• Minimum of 10 years of senior leadership experience in service operations, preferably within the healthcare IT or medical imaging industry.
• Proven ability to lead organizational transformation, with specific experience in adapting service delivery from on‑premise to cloud/SaaS models.
• Demon…