Service Operations General Manager, EAGM Zone

Job Description SummaryThe 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.

Job DescriptionEssential Responsibilities

Service Delivery Strategy and Operating Model

• 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.

P&L, Productivity, and Operational Performance

• 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
   

Customer Experience, Quality, and Escalation Management

• 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 management.
• Ensure customer escalations are managed with urgency, ownership, transparency, and strong cross-functional coordination
• Create one consistent customer-facing service experience where possible, while preserving necessary market, regulatory, clinical, and technical specialization. at direct and indirect markets.
• Use service business intelligence, performance data, customer feedback, and operating reviews to identify systemic issues and drive sustainable improvements.

Lean, Heartbeat, and Continuous Improvement

• Champion Heartbeat and the GEHC business system across Service Delivery, with a strong emphasis on the core four, standard work, daily management, problem solving, and operating cadence.
• Lead by example in deploying lean management, visual management, bowler/KPI discipline, root-cause problem solving, and continuous improvement.
• Establish clear performance standards, governance mechanisms, and accountability routines across zones and central service teams.
• Drive process improvement across service delivery, field operations, remote service, customer operations, service quality, digital tools, training, and extended channels.
• Create a culture where teams use data, standard work, and customer feedback to solve problems at the source.

Organizational Leadership and Culture

• Lead, coach, mentor, and develop LCT and Zone service leaders to ensure alignment with enterprise priorities, operating standards, cultural expectations, and customer commitments.
• Recruit top talent leaders and successfully develop, engage and coach them for roles of increasing responsibility.
• Build a positive, inclusive, high-performance culture grounded in accountability, collaboration, servant leadership, safety, quality, and enterprise-first decision making.
• Strengthening leadership capability across the service organization, with a focus on service execution, customer orientation, change leadership, and talent development.
• Ensure the organization has the right structure, spans, layers, capabilities, and operating mechanisms to deliver current commitments and future growth.
• Lead through transformation with transparency, resilience, and strong change management.

Cross-Functional Partnership

• 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
• Partner closely with Service Sales to support service growth, renewal execution, customer retention, and commercial operating rhythms, while maintaining clear accountability between sales capture and service delivery execution.
• Collaborate with Global Markets Operation, COO and GSO to deploy standards, tools, training, global parts interfaces, service quality processes, and customer escalation mechanisms.
• Work with Global Markets Operation, PSD & EAGM Zone product/segment leaders to improve serviceability, reliability feedback loops, product service performance, customer outcomes, and modality-specific operating needs.
• Partners with EAGM OTR, HPM, Commercial Operations, Finance, HR, Quality, Regulatory, Compliance, Legal, Digital, IT, Security, Zone & Global ITC and EHS to ensure strong execution across the full customer lifecycle.
• Support budgeting, long-term strategy, LTS, BPR processes, operating reviews, and resource planning for the zone

Safety, Compliance, and Risk Management

• Promote a safe work environment and ensure full compliance with all applicable EHS policies, procedures, and regulatory requirements.
• Drive operational discipline across quality, compliance, service documentation, training, escalation management, and customer commitments.
• Identify and mitigate operational & other security risks associated with organizational consolidation, market complexity, service disruption, customer impact, and loss of specialized focus.
• Ensure that service delivery remains connected to local market needs, especially in large, complex, indirect and or small-scale services organizations with prioritization together with LCT leadership.

Key Outcomes / Measures of Success

• Service P&L performance, contribution margin, fixed cost productivity, and cash outcomes.
• Customer experience, CSAT, escalation resolution, Strategic, Key Account Management, service quality
• Standard work adoption and Heartbeat operating discipline.
• Patient and Employee Safety, quality, compliance, and EHS performance.
• Service delivery consistency across zones.
• Contract, warranty, billing, ODS, installed base, and cost/cash execution.
• Field, material, OVC and remote service productivity.
• Talent development, leadership effectiveness, and organizational health.
• Successful simplification of the service delivery model without disruption to customers or frontline teams.
• Delivery of committed financial and productivity targets.

Qualifications/Requirements:

• Bachelor's degree (BA/BS)
• Extensive experience working in Healthcare Services, Service delivery, Technical Operations, OTR or supply chain management
• 10+ years of senior level sales management, product, and/or general management experience
• Proven business/financial acumen, including demonstrated ability to motivate, influence, solve complex problems, and drive change at all levels of the organization
• Extensive experience in process improvement, lean, project management, and solid analytical skills
• Willingness and ability to travel within international geography
• Proven leadership and ability to orchestrate resources and motivate teams and experience of managing remote teams and influencing organizations
•  An inclusive leader who builds a connection to the workforce through personal involvement and trust
• Good balance of strategic thinking and strong operating rigor
• Ability to influence, effectively understand and manage diversity (cultural, nationality, religion, gender, other) engage as a horizontal team player and drive change across-functionally in a highly matrixed environment
• Ability to operate effectively in a multi-tasking, dynamic environment, while maintaining a forward thinking and customer-first attitude
• Demonstrated tendency to challenge the status quo and drive constant improvement in process and ability to achieve organizational goals
• Excellent communication, influencing, and team-building skills. Must be highly skilled at written and verbal communication both inside the company and with external customers
• Servant leader – serves team by connecting at all levels and removing barriers for optimal engagement and business results
• Unyielding personal Integrity translating into culture of transparency and compliance
• Lean practitioner
• Fluency in English language

Desired Qualifications/Requirements

• Master’s/MBA degree.
• MedTech Industry experience beyond the GEHC product and solution portfolio
• Familiarity with other GE HealthCare segments and supply chain structures
• This is multi-location posting as the role can be conducted from any country within EAGM. The final location will be the successful candidate's location or mutually agreed alternative location within EAGM.

Additional Information