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Service Delivery Leader
Experienced
Services
Field Services
Kenya
Nairobi
No
Responsible for driving client satisfaction, problem resolution, and revenue generation of installed customers through the coordination of resources and efforts among, and between, multiple GE and customer project teams.
Act as single point of contact for assigned portfolio, ensuring customer's ongoing satisfaction; including gathering client VOC and funneling to appropriate internal teams. Provide executive level relationship and account management for assigned customer sites. Manage the Sub-system Release, Step Release and Maintenance Release process for the customer coordinating GE resources and communication plans. Assist customer in escalating critical service/support issues for installed/live products. Work with appropriate internal and external stakeholders to drive escalations to closure by facilitating internal communication and ensuring internal processes are leveraged. Develop knowledge of customer business goals, processes and success measures to act as internal resource of information about the customer (contact information, overall customer temperature, "hot" issues, etc.). Responsible for forecasting and tracking of revenue generated from assigned customers, working collaboratively with the GE sales organization. Leads account reviews with customer on a regular basis and generates customer activity reports. Quality Specific Goals: Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position. Complete all planned Quality & Compliance training within the defined deadlines. Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization. Identify and report any personal quality or compliance concerns immediately to the Quality Organization. Insure timely dispatch closure. Insure completion of all field modifications instructions (FMI's) within prescribed timeframe. Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.
Bachelors degree, or associates degree plus 5 year service and support experience in information technology industry, or equivalent experience of 7+ years in Healthcare IT and Service. Minimum 2 years of service/support leadership and/or project management experience working with customers in the information technology or healthcare industry. Experience working with senior leaders including accountability for customer satisfaction and/or issue resolution. Strong track record working in cross-functional teams Preferred Proficient in clinical workflow with previous clinical information system experience. Ability to handle multiple situations at once, requiring strong work ethic, ability to prioritize workload, consistent delivery on targets. Strong process orientation, problem solving and troubleshooting skills. Excellent communication skills – ability to interface and influence at multiple organization levels. Strong interpersonal and negotiation skills, with a high degree of self-motivation and ability to work independently.
