Deployment Implementation Team Business Lead - Customer Services Project Manager in Medical Device Industry

Description

The Unity Program standardises customer service across the company on one global platform, integrated with the company's IT systems.

In scope are call opening, pre-clarification, scheduling and dispatching, site visit support, and specialised reporting.

The program plans a global rollout across more than 70 countries over the coming years, and it is a strategic initiative for the company.

The company is a global medical technology business with more than 72,000 staff in over 70 countries, and its work aims to improve outcomes for patients.

Responsibilities

• Set up the local deployment team across functional and business areas, and make sure it is staffed correctly and resources are tracked throughout the deployment.
• Keep business continuity and service stability intact before, during and after each implementation.
• Own project management governance, execution control and compliance with program standards.
• Own overall business readiness and continuity of service operations.
• Be accountable for project management, governance, quality and compliance within the deployment team's end-to-end RACI.
• Be accountable for data privacy and direct the privacy-related alignment across the deployment.
• Be accountable for organisational change management and communications across the deployment.
• Set business objectives and business acceptance criteria for cutover, hypercare and handover to operations.
• Track deployment progress, service performance and quality, and start corrective actions when needed.
• Approve and release milestones from the business side, covering readiness, data migration, go-live and hypercare exit.
• Identify and manage business and service delivery risks, and act as the escalation point for business-critical issues.
• Drive user adoption as business owner and make sure productivity is realised.
• Deliver the following outputs: a business continuity and service stability strategy; project governance and milestone reports; quality and data privacy compliance evidence; an OCM and communications strategy and plan; approved business readiness inputs for Go/No-Go decisions; resource allocation and tracking; a business risk assessment and mitigation plan; service performance and stabilisation reports; approved program communications, defined escalation paths and formal approval of hypercare exit.

Requirements

• Proficiency in customer service processes and quality management systems is required.
• At least 5 years of proven experience managing large projects as a project manager.
• A project management certification is highly desired.
• A degree in a related discipline or an advanced degree is preferred.
• Experience with global programs involving software release and deployment is beneficial.
• Fluent English for working in an international, multicultural environment. Skills in other languages, such as German or Spanish, are desired.
• You enjoy starting and leading change and can motivate a team to follow you through it, including as a functional manager.
• You take on new tasks and responsibilities on your own initiative.
• You are committed to delivering high-quality results.
• You communicate reliably at every organisational level and across work cultures, and you deliver results.
• You present with confidence at executive level, communicate well, and have experience working with managers and international teams.

Conditions

The base pay range is $126,530 to $173,976. Starting pay within this range depends on factors such as geography or market, skills, education, experience and other qualifications.

If the role is commission eligible, commission follows the terms of the company's plan and is based on individual and/or company performance.

Equal employment opportunity applies, and reasonable accommodations are provided for people with disabilities.

The successful candidate must be able to work with controlled technology under US export control law, including the EAR, ITAR and OFAC sanctions regulations.

Benefits

• Medical, dental and vision insurance, subject to eligibility.
• 401(k) retirement plan and life insurance.
• Long-term and short-term disability insurance.
• Paid parking or public transportation.
• Paid time off and paid sick and safe time.