Digital Service Hub Lead North Asia

Take the responsibility of the overall digital services objectives and results in the responsible countries (South Korea and Japan):

• Align and manage the agreed digital service levels and priorities with sales and marketing to achieve the aligned business goals.
• Advocate the values of digital solutions and services for business growth and promotion.
• Manage rolling out new releases and new products, including on-premise and cloud solutions.
• Implement global service standards, processes, and tools in local context.
• Implement global and regional initiatives in local context.
• Manage SLA (Service Level Agreement) definition and commitment in service contracts with customers, by collaborating with sales, procurement, legal, compliance and other business partners.
• Manage the responsible budget and expenses in operations and projects according to local business partners.
• Manage the external vendors team to conduct the digital services.
• Manage operational activities based on digital operations KPIs.
• Manage PR/PO/Invoices handlings with external vendors.
• Manage services requests for new business cases by collaborating with commercial teams:
• Identify digital needs, analysing requirements, and recommending solutions (including products, services, pricing proposals),
• Lead the technical services and dialogues in business project pre-sales phase, including presenting, demonstration, convincing, and expert Q&A, in front of customers and stakeholders (including renowned Professors, doctors, nurses and hospital CIO/IT experts)
• Manage and implement customer projects according to internal SOP and best practices: requirement, planning, configurations, installations, technical training, hyper care, go live, documentation, and closing.
• Manage the complaints and escalations from customers with local internal and external partners:
• Provide remote and onsite services and support to customers and business in the responsible commercial areas.
• Provide professional services to customers: data reporting, integration services, system migration, etc.
• Provide sustaining services: incident handlings, CAPA management, change management, patching, software new version upgrades. Coordinate with application specialists for these services.
• Remote access management based on cybersecurity and privacy policies.
• Work with global Level 2 and shared services teams in DSO, other partners in verticals to get supports.
• Work with responsible Business Partner teams (DTI, GTO, HR, Finance, Legal, Compliance, etc.)  for conducting daily operations in collaborative and compliant way.
• Establish and maintain knowledge and insights of digital solutions and services from industry trends and competitions.
• Documentation of requests for change to unmet needs.
• Complete documentation of the executed work in accordance with the Medical Device Regulation and Standard Operating Procedures (SOPs) in all required systems (e.g. ticketing system, system for medical device registration)
• Contribute to continuous improvements with documentation and instructions (e.g. project related, best practices)
• Maintain and expand the knowledge base of digital products services.

As part of regional DSO leadership team, the position will contribute to:

• Support to conduct periodic application service reviews with senior leaders (regional and global level) to gauge service effectiveness and improvement opportunities with a clear plan for managing risks and highlighting any deviations from the agreed service levels.
• Implement and improve the service operation processes.
• Provide local expertise and insights to support global L2 and L3 team in complex problem solving, design changes and new feature development.
• Support service excellence in regional level: standardizing the practices in customer service, project execution excellence, managing & innovating service catalogue, creating knowledge and intelligence through services and operations, and innovating the services model to add values in business growth.
• Collaborate with commercial team in countries to support downstream marketing strategy, pricing model, and portfolio management, from digital solutions and services, for rolling out and marketing initiatives.
• Manage the demands and capacities within foreseen business periods and define proposal to address the challenges.
• Support supplier selections and onboarding. Manage suppliers based internal processes.
• Mentor junior members in service professionalism.