Digital Service Hub Lead, North Asia

1) Main tasks:

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

• Develop and manage digital services tactics to achieve the aligned business goals.
• Align and manage the agreed digital service levels and priorities with sales and marketing.
• Advocate the values of digital solutions and services for 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 operational activities based on KPIs.
• Manage the responsible budget and expenses in operations and projects.
• Manage the external partner team to conduct the digital services.
• Manage services requests from customers: identifying digital needs, analyzing requirements, and recommending solutions (including products, services, pricing proposals), by collaborating with commercial teams and application specialists.
• Lead the technical services and dialogues in business project pre-sales phase, including presenting, demonstration, convincing, and expert Q&A, in front of KOL customers and stakeholders (including renowned Professors, doctors, nurses and hospital CIO/IT experts)
• Manage digital projects according to internal SOP and best practices, to accomplish the end-to-end deliveries: requirement, planning, configurations, installations, technical training, hyper care, go live, documentation, and closing.
• Manage the complaints and escalations from customers, and work with global Level 2 and shared services teams in DSO, other partners in verticals to address the issues.
• 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.
• 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.

2) Secondary tasks:

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

• Work with responsible Business Partner teams (DTI, GTO, HR, Finance, Legal, Compliance, etc.)  for conducting daily operations in collaborative and compliant way.
• 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.

3) Miscellaneous tasks:

Tasks not performed regularly which are nevertheless a distinct part of the job, or special tasks / project work.

• Support other topics delegated by manager.
• Support APAC regional leadership related topics.

Preferred Qualifications

1) Required training and education:

• Bachelor degree or above, Major in Information Technology, Computer Science, Electronic Engineering, or other related majors

2) Required professional experience (in years):

• 10+ years working experience in digital
• 5+ years of direct customers digital services in hospital environment
• Engineering project management experience
• Cross-function/cross-site/cross-culture experience

3) Important personal qualities:

• Strong ownership to own responsibility and deliver results
• Good at prioritization and managing the complexity in dynamic commercial environment
• Can drive changes and manage conflicts at responsible level/scope
• Can work under pressures, and be resilient to challenges in direct customer services
• Strong inter-personal skills & effective communication skills in different context (customers, teams, senior leaders, etc.)
• Open mind to learn and adapt to dynamic working context with different partners
• Good analytics and problem-solving skills

4) Other specialized knowledge:

a. Functional knowledge

• Assessment: ability to use comprehensive knowledge and skills to work independently while guiding and training others in analyzing data from multiple sources to draw appropriate conclusions and make appropriate recommendations.
• Action Planning: ability to use comprehensive knowledge and skills to work independently while guiding and training others in developing appropriate plans or implementing necessary actions based on recommendations and requirements.
• Data Collection and Analysis: ability to work independently and guide and train others in analyzing data trends for use in reports to support decision making.
• Application Development: ability to use extensive knowledge and skills to act independently while guiding and training others in the development of software using programming languages.
• IT Support: ability to use extensive knowledge and skills to act independently while guiding and training others to monitor, diagnose, and troubleshoot technology issues.

b. IT knowledge

• Strong experience in hospital digital environment (incl. network, equipment, processes, etc.) . Dialysis focused clinical digital products and services is a big advantage. 
• Understand and use modern communication software and systems
• Strong IT user skills (MS Office, SAP, Intranet, remote maintenance tools, etc.)
• Strong IT skills (MS OS, MS SharePoint, MS Server OS, MS SQL Server, Cyber Security, O365, PowerPoint, etc.).
• Understand the basics of e-health, data security, and related topics.  
• Up-to-date knowledge about IT and digitalization
• General knowledge of software/digital engineering processes, from requirements to R&D, verification and validation, release and deployment, etc.
• General knowledge of communication protocols, e.g. HL7, TCP/IP, etc.
• Strong experience with common digital and information systems in a clinic/hospital context (e.g., HIS, EHR, LIS, PACS, etc.)
• Knowledge of information systems, connectivity, networks, cloud technologies, mobile technologies and applications.
• ITIL certification as advantage
• PMP, PRINCE2, PMI-ACP or CSM as advantage

c. Languages

• Good at written and verbal communication skills in English
• Japanese is a big plus
• Other language skills are highly beneficial

5 ) Special personal requirements:

• Travel within own country region and internationally across different time zones when necessary.
• Excellent work ethic and ability to work with cross-functional/cultural/cross-site teams.
• Flexibility to respond to urgent requests to provide support and services
• Willingness to work weekends or beyond normal working hours (in case of urgent and unforeseen customer requests)