Head of Business Excellence

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Our global Service Operations Support team (SOS) in Customer Services for Laboratory Solutions (CS-LS) IS a team of approx. 200 highly dedicated employees enabling and supporting our Service Teams (Engineers and Application Specialists) around the Globe. We closely collaborate with R&D to ensure efficient and effective serviceability of our in-vitro laboratory solutions. We ensure that our service teams around the globe are ready to deliver customer focused and effective service and applications. We also provide our deep knowledge and expertise to them when solution support is needed.

This is a role well suited for an ambitious, senior leader, looking for the next step in their career. As the Head of Business Excellence in the global Service Operation Support organization (CS-LS SOS), you will be defining our service enablement strategy based on emerging serviceability and service delivery trends and innovation, and will be driving transformational initiatives within the SOS organization to execute on the strategy:

One focus will be on how service and applications delivery should further advance e.g. in Remote Delivery and AI capabilities. This means identifying and incorporating identified service industry trends into our product serviceability, service readiness and escalation approaches. This will ensure that the service and applications delivery to our customers continues to be at the forefront of innovation and state-of-the-art.

Another important focus will be increased SOS process efficiency, effectiveness, modernization, innovation, adoption, and quality. As a Lean Six Sigma Master Black Belt Practitioner, you will leverage your extensive expertise in Value Stream Mapping (Current, Future, and Interim State), DMAIC methodology, and Kaizen events to lead high-impact, cross-functional projects that deliver substantial operational improvements in SOS.

In this leadership role, you are leading a team of currently 6 employees who will support you in the responsibilities outlined here.

Specifically, your responsibilities include but are not limited to the following:

• Defining and implementing the mid-to-long term service enablement strategy ensuring that state-of-the-art and innovative approaches and industry best practices are identified and incorporated into our serviceability and service readiness as well as into our internal CS-LS SOS processes. This also required cross-organizational collaboration.
• Lead and manage strategic projects based on the service enablement strategy to drive innovation, modernization, efficiency, and adoption in alignment with SOS and Customer Services organizational strategic goals, delivering measurable results.
• Serve as the process owner for all SOS processes, ensuring consistency, optimization, harmonization, modernization and alignment across the entire SOS organization, as well as process interfaces to other functions such as Service Region, R&D, SCM, Procurement, Quality, etc. Organize and lead process improvement events (e.g. Six Sigma and Kaizen) that engage cross-functional teams and deliver immediate, impactful results
• Ensure compliance with global standards and QMS regulations while ensuring an agile process environment.
• Develop a high performance team with the right skills to drive process improvement and adoption in SOS, challenging the status-quo.
• Act as a key change agent within the SOS organization, challenging conventional thinking and influencing management to adopt innovative methodologies that enhance business processes
• Collaborate closely with digital solution teams to identify, implement, and maintain data and technology needs and solutions that support and enhance our operations.
• Report to senior leadership on process performance, improvement initiatives, and outcomes, providing strategic insights and recommendations.
• Perform additional responsibilities as assigned to support organizational goals and initiatives

This position reports directly to the Senior Vice President of CS-LS SOS.

This position may suit you best if you have strong experience with what is below, and would like to do develop your career with SIEMENS Healthineers