Remote Service Leader

About the role

The Remote Service Leader coordinates strategic planning and execution of large‑scale service delivery initiatives, ensuring alignment with organisational goals and client expectations while driving continuous improvement across all service operations.

Key responsibilities

• Coordinate and execute large‑scale service delivery projects, working with cross‑functional teams to meet or exceed customer satisfaction targets.
• Act as the primary point of contact for high‑profile clients, building long‑term relationships and tailoring services to support their business objectives.
• Analyse service performance metrics, identify improvement areas and implement data‑driven strategies to enhance quality and efficiency.
• Develop and enforce best practices, processes and methodologies to ensure consistency, reliability and scalability across projects.
• Drive innovation by staying abreast of industry trends, emerging technologies and customer feedback.
• Collaborate with product development, sales and support teams to align service delivery with product capabilities and customer expectations.

Required profile

• Bachelor's or Master's degree in Healthcare, Engineering, Business Administration or equivalent.
• Minimum 8 years of experience with a Bachelor’s (or 6 years with a Master’s) in service delivery management, customer relationship management or related fields within the medical devices industry.

Required skills

• Data analysis & interpretation
• KPI monitoring and reporting
• Customer service software
• Project management
• Stakeholder management
• CRM software
• Project planning & scheduling