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Service Delivery Lead IHS KSA


Posted on November 27, 2019

5 - 6 years Saudi Arabia - Saudi Arabia

Other(Other), Any Graduation. Any Nationality

Opening 01

Job Description

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Integrated Health Solutions (IHS) team members are seasoned professionals with in-depth knowledge of the healthcare value chain, as well as breadth of experience across multiple disciplines. They partner with hospital management teams and payers to drive complex transformational change, implement innovative growth strategies, streamline patient-focused care pathways and optimize operations.
IHS currently has a solid customer base, with 5 live sites (Installed Base) in the Kingdom of Saudi Arabia (KSA) where a combination Cath Lab/OR Managed Services are being provided. Turnkey, Manage, Optimize and Growth service offerings are all provided to most account. The Manage offering includes Material Management, Procurement of Medtronic and 3rd party products, on-site staffing, IHS clinical and inventory management systems, and Managed Equipment Services; these are key building blocks for Service Delivery. With a healthy pipeline, it is expected that in FY20 the customer base and Installed Base will further grow. With this size, service offering, market complexity and growth perspective, a local Service Delivery lead IHS KSA is required to manage local operations going forward.
In this role you lead all activities performed by the Service Delivery team in the Kingdom of Saudi Arabia (KSA), part of the Arabian Peninsula States region (APS). You are responsible for maintaining and developing relationships with existing customer(s) to ensure excellent operational performance according to contractual commitments. You act as the Medtronic Service Delivery liaison for our customers and as the interface with C-suite and Sr. Management within our clients organizations for all operational matters.
You are the linking pin between IHS Business Management / Business Development, IHS Service Activation, IHS Consulting community and IHS Capabilities, as applicable on local and/or MEACAT and/or EMEA level. You engage these different IHS stakeholders for smooth service delivery and you will address operational performance issues and escalate to IHS Operations Leadership to rally further support as needed.
The Service Delivery Lead KSA is part of the IHS EMEA Operations Community and has a direct reporting into the Regional Service Delivery Lead MEACAT. To ensure alignment with the business priorities and as part of the IHS Leadership in KSA, the Service Delivery Lead KSA has a dotted reporting line into the IHS Sr Business Manager APS. All on-site Service Delivery personnel in KSA will report into the Service Delivery Lead KSA. Whereas the Account Service Delivery Lead (if applicable)/ Cath Lab/OR Manager is responsible for client relationship and performance at allocated account level, you are responsible for the overall / consolidated Operational performance of IHS at KSA level.
Supports Service Activation and participate in activation projects for the successful startup of new partnership accounts.
Together with Capabilities, defines required resources to be allocated in business cases, service offerings and budgets for new accounts.
Leads the recruitment of required personnel for new upcoming partnerships in KSA and of additional/replacement service delivery staff as required, to manage the existing installed base in KSA.
Manages the Service Delivery community in the KSA region.
Ensures flexibility in and (re)allocates staffing capacity to the different accounts based on business need/workload, including contingency plans and temporary coverage.
Arranges Service Delivery new hire onboarding, training in Service Delivery processes and systems, and professional training & development opportunities as needed.
Ensures that designated Service Delivery processes (related but not limited to Material Management and Managed Equipment Services) and IHS Quality requirements are adhered to
Supports Service Delivery teams in case of performance or collaboration issues.
Builds standardization and deploys performance tracking at Installed Base accounts
Provides Weekly, Monthly or Quarterly reporting as needed/agreed to clients, IHS Business Management, Medtronic KSA management or BU s, IHS Operations on Service Delivery performance at the Installed Base accounts.
Identifies best practice services and build reference cases based on that
Sets up best practice sharing methodologies between accounts.
Lead required operational/strategic initiatives to Manage and further improve the Managed Service performance at Installed Base accounts.
In collaboration with IHS Consulting, drives or supports required initiatives for the delivery of Growth and Optimize services, to enhance value creation and delivery at Installed Base accounts.
In collaboration with IHS Business Management, IHS Finance and IHS Capabilities, drives or supports required initiatives to enhance profitability of the IHS business at installed Base accounts.
Master s degree in a relevant functional area, MBA is desired
Fluent in English and Arabic, both verbally and in writing
Lean 6 sigma experience at (Master) Black Belt or Champion level is strongly desired
At least 10 years of experience in a healthcare environment.
A proven track-record of at least 10 years in Service Delivery, Operations Management and/or Consulting roles with increasing responsibilities.
At least 5 years of experience in (senior) leadership positions in matrix organizations.
Experience in dealing with hospitals C-suite/Sr. Management/stakeholders.
Experience in change management approaches.
Experience in people management, driving engagement and managing virtual teams.
Experience in working in a large corporate environment / multinational is a plus.
Experience in working in a hospital in a Cath Lab department or OR department is a plus.
Strong customer focus.
Excellent communication, analysis and presentation skills.
Ability to develop and foster relationships with continuously changing stakeholders.
Thorough knowledge of the decision-making process within hospitals (physicians, C-suite, economic buyers) and of care-pathway and care cycles characteristics.
Strong business acumen & linking pin to commercial business development.
Strong people management (technical and interpersonal) skills.
Ability to provide structure and define the organizational setup and needs for a growing Service Delivery operation.
Resilient to work under pressure, against tight deadlines with occasional peaks in workload, in an uncertain and political challenging environment.
Knowledge about the local landscape of healthcare (service) providers, industry and distributors.
Knowledge about local / regional healthcare and reimbursement systems is a plus.

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Service Delivery Lead IHS KSA


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