Senior Director, Global Service Operations, Profitability & Technical Support

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living. The Senior Director, Global Service Operations, Profitability & Technical Support is tasked with driving elite service operations, technical support, and profitability across Smith & Nephew’s global regions. This pivotal role is responsible for ensuring service excellence and operational consistency across the Americas, International, and Emerging Markets. The primary focus is to deliver outstanding customer experiences while ensuring operational efficiency, profitability, and strategic alignment with the company’s long-term objectives.

The Senior Director leads all aspects of all global service center operations, field and remote technical support teams, and service delivery processes. The role demands a visionary leader capable of building and scaling service operations globally while driving teamwork between service, operations, quality and R&D functions.

What will you be doing?

Global Service Operations Leadership

• Oversee the management of Global Service Centers, ensuring seamless operations and support for all service centers in Americas, International & Emerging markets.
• Lead global field and remote service support teams, ensuring optimal resource allocation, efficient scheduling, and the delivery of superior technical services.
• Track and report on key service delivery metrics while maintaining comprehensive documentation of services, parts, and labor.
• Foster strong relationships with customers and regional sales teams, proactively identifying customer needs and ensuring consistent resolution and follow-up.

Strategic Development & Execution

• Lead the development and execution of global service operational strategies aligned with Smith & Nephew’s interpersonal goals, with a focus on Americas, International & Emerging markets.
• Drive service profitability through cross-functional teams, ensuring alignment on service operations, spare parts management, training, and distributor support.
• Lead and run the end-to-end project lifecycle for new service offerings, from concept to field implementation, ensuring that global service standards and best practices are maintained.

Regional Partnerships & Operational Efficiency

• Collaborate with global leadership teams to optimize local service equipment performance and prioritize resources to achieve desired operational outcomes.
• Lead initiatives to continuously improve operational metrics, customer satisfaction, and service delivery effectiveness.
• Partner with customer service teams to ensure that inquiries, orders, and bookings are handled accurately and promptly, meeting customer expectations and enhancing satisfaction.

Service Offering Innovation & Alignment

• Collaborate with global leadership to help design and implement customizable service offerings that can be adapted to regional needs, ensuring alignment with franchise marketing strategies.
• Build service operational capabilities to deliver on new portfolio of value-added services.
• Establish global service procedures to streamline technical support and enhance operational efficiencies.

Compliance & Continuous Improvement

• Oversee inventory control, purchasing, and compliance for all global service centers, ensuring adherence to ISO 9001:2008 standards and internal quality procedures.
• Foster continuous improvement initiatives by leveraging automation tools to enhance workflow, communication, and client engagement, increasing overall efficiency.
• Ensure technical work procedures are consistently updated, with a focus on accuracy, compliance, and alignment with global standards.      

Qualifications:

• 15 years demonstrated ability in service operations or technical support leadership roles, preferably within a global medical device or healthcare industry.
• Minimum 10 years leading cross-functional and geographically teams.
• Consistent track record in driving service operations and profitability regionally.
• Strong understanding of technical service processes, service center management, and field support.
• Demonstrated ability to handle large-scale service operations and service centers across multiple regions.
• Experience in driving operational efficiencies, cost management, and customer satisfaction.
• Strong leadership and communication skills with the ability to influence at all levels of the organization.
• Strategic mindset, capable of aligning service operations with overall business objectives.
• Ability to work optimally in a fast-paced, global environmen