Service Excellence Director

JOB REQUIREMENTS: Agfa HealthCare, is a division of the Agfa-GevaertGroup which is headquartered in Mortsel, Belgium and traded on EuronextBrussels (AGFB). At Agfa HealthCare, we support healthcare professionalsacross the globe to transform the delivery of care. Our focus is 100% onproviding best-of-suite Imaging IT software solutions that enablesecure, effective and sustainable imaging data management. From productdevelopment to implementation, our unified Enterprise Imaging Platformis purpose-built to reduce complexity, improve productivity and deliverclinical value. We use our proven track record as an innovator, ourin-depth medical knowledge and our strategic guidance to help healthcareproviders achieve their clinical, operational and business strategies.The Service Excellence Director for AGFA Healthcare North America willbe a pivotal leader responsible for daily management, strategicdirection, and overall performance of all service operations within theregion. This role collaborates with the functional leaders overseeingimplementation, technical support, and customer success teams to ensureexceptional customer satisfaction, operational efficiency, andprofitability. This leader will define and execute strategictransformation initiatives to elevate service delivery capabilities andgrowth, for example, the shift to Saas/Cloud. The ideal candidate is adynamic and results-oriented leader with a proven track record indriving service excellence and implementing transformative initiativeswithin the healthcare IT or medical device industry. What You'll Do(Duties & Responsibilities): Daily Management & Operational ExcellenceEnsure service delivery meets and exceeds customer expectations bydelivering on-time implementations with high quality, adhering toservice level agreements (SLAs), managing ticket backlogs, optimizingresponse times, facilitating technology adoption and customer outcomes.Develop and maintain robust Standard Operating Procedures (SOPs) toensure consistency, quality, and compliance across all servicefunctions. Define, monitor, and analyze key performance indicators(KPIs) such as uptime, customer satisfaction scores, billableutilization, contract renewals, and customer outcomes. Instill themechanisms and rigor of daily management to drive consistent achievementof annual performance targets Serve as Chief of Staff, supporting theSVP of Client Services in the region Lead the service administrationback-office team Driving Improvement Initiatives & BusinessTransformation Champion and lead continuous improvement initiatives toenhance productivity, reduce costs, and improve service quality. Utilizemethodologies such as Lean, Six Sigma, or ITIL to identify processbottlenecks and implement innovative solutions. Lead... For full infofollow application link. Agfa HealthCare Corporation is an EqualOpportunity Employer of Minorities/Women/Individuals withDisabilities/Protected Veterans. APPLICATION INSTRUCTIONS:Apply Online: ipc.us/t/900B3D752CE046F5

Created: 2025-12-22