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Service Delivery Manager, India & South Asia

10.00 to 15.00 Years   Bengaluru/ Bangalore (Karnataka)   29 Jan, 2025
GE Healthcare Ltd
Job LocationBengaluru/ Bangalore (Karnataka)
EducationAny Graduate
SalaryAs per Industry Standards
IndustryHealthcare, Biotechnology/Pharmaceutical/Medicine
Functional AreaIT Software : Software Products & Services
EmploymentTypeFull-time

Job Description

SummaryIndia and South Asia (ISA) Service Delivery Manager is responsible for the definition, establishment and execution of the service delivery strategy and providing service delivery leadership across ISA to ensure customer satisfaction, problem resolution, revenue generation, process improvement, optimization, simplification and compliance to laws and regulations through the coordination of resources and efforts among and between multiple customer and GE functions / teams.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.Roles and Responsibilities:

  • Definition and execution of the ISA Service Delivery Strategy
  • Leading service delivery team to deliver excellence in wing to wing service processes focused on customer needs, process standards, quality and productivity in alignment with LCT leadership
  • Driving Customer Service Center Processes, Customer Experience and Customer Problem/Complaint Escalation Processes and Programs, Quality and Compliance Programs, Capacity and Workforce Planning Initiatives, Field Efficiency Improvement Programs, Service Tool Management Processes
  • Coordinating SMax deployment in ISA together with International SMax teams
  • Driving establishment of the required operational processes and infrastructure, and leading digitization in alignment with International Service Team
  • Monitoring and improvement of key service performance indicators
  • Ensuring compliance to quality and regulatory requirements
  • Driving projects for service delivery performance improvement
  • Monitoring and improvement of service delivery productivity
  • Optimizing the utilization of service resources
  • Driving resource, capacity and capability development and alignment strategies
Qualifications & Experience:
  • Bachelors Degree with 15 years of overall experience
  • Should have at least 5 years of operational or program management experience in service, technology or operations, preferably in Healthcare Business
  • Minimum 10 years of progressive work experience in business environment
  • Strong analytical and quantitative skills
  • Experience on statistical and/or data management tools
  • Excellent verbal, written, and communication skills
  • Demonstrated ability to motivate others and achieve results
  • Change agent with strong credibility and influence in the organization
  • Customer-focused in defining quality and establishing priorities
  • Proficient in the soft skills necessary to be an effective program manager
  • Proven leadership and effective decision-making capabilities
  • Ability to monitor and manage critical path elements of consolidated projects
  • Ability to make executive level presentations (internal and external)
  • Demonstrated experience in leading multicultural and remote teams
Preferred Qualifications:
  • Green Belt / Black Belt certified or familiar with Six Sigma quality concepts and tools
  • Knowledge of ISO 13485 and CE Mark requirements
Inclusion and DiversityGE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership always with unyielding integrity. Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything youd expect from an organization with global strength and scale, and youll be surrounded by career opportunities in a culture that fosters care, collaboration and support.DisclaimerGE HealthCare will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide employment with GE HealthCare. If you suspect you have received a fraudulent call, please fill out the form below: Report Fraud#LI-MA6Additional Information
  • Relocation Assistance Provided: Yes
  • Locations - Location: Bengaluru, Karnataka, India, 560066

Keyskills :
service delivery management customer satisfaction focus process improvement strategies team leadership skillscompliance and quality assurance program management digitization service delivery manager program manager business environment infrastru

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