Service Operations and Installations Manager

The Service Operations & Installations Manager will oversee the planning, management, and execution of service operations within the Cardiac Services division of Uniphar Medtech. This includes leading a team of clinical application specialists, overseeing installation projects, and acting as the primary service lead for medical devices and digital health projects. The role will also involve driving the growth of the clinical applications team in the UK as part of our Service growth strategy within Uniphar Medtech.

The role covers the range of Service activity across the island of Ireland and with oversight of Service operations in GB. The ideal candidate would be based in Dublin but we are open to discussion on location.

Key Responsibilities:

Clinical Applications Team Management

• Manage and lead the clinical applications team, providing direction, support, and mentorship to foster a culture of excellence and continuous improvement.

• Oversee recruitment, training, and professional development initiatives to grow the clinical applications team in Ireland and support expansion efforts in the UK.

• Conduct performance reviews, set clear KPIs, and provide regular feedback to enhance individual and team performance.

Project Leadership & Installation Responsibility

• Act as the service delivery lead for medical device and digital health installation projects, ensuring the timely and high-quality deployment of Medtech solutions.

• Provide oversight and coordination for large-scale implementations, working closely with colleagues across the business to align on project goals and timelines.

• Lead service delivery for digital health projects, coordinating with technical and clinical teams to deliver projects that meet and exceed customer expectations.

Operational Strategy & Service Planning

• Develop and implement strategies for efficient and scalable service delivery, focusing on quality, regulatory compliance, and customer satisfaction.

• Work closely with cross-functional teams (including sales, logistics & supplier teams) to streamline processes and ensure alignment with overall company goals.

• Identify opportunities for process improvements within service planning and delivery, leveraging best practices to optimize performance.

Customer & Stakeholder Engagement

• Serve as the primary service lead for medical device and digital health installations and implementations, ensuring excellent communication and coordination with customers, suppliers & colleagues.

• Actively engage with key customers to understand service needs, address issues, and maintain high levels of customer satisfaction.

• Collaborate with the sales team to align service offerings with overall Cardiac Services growth strategy.

Resource & Financial Management

• Manage budgets and financial targets related to service operations, ensuring cost efficiency while maintaining high service standards.

• Oversee resource allocation, including staff, equipment, and supplies, to ensure that all projects are adequately supported.

Compliance, Risk Management & Reporting

• Ensure that all service delivery activities adhere to Medtech industry regulations and company quality standards.

• Identify and mitigate risks in the service delivery process, implementing proactive strategies to prevent disruptions.

• Monitor and analyse key performance metrics to track service delivery outcomes, identify trends, and inform decision-making.

Key Requirements:

Education & Experience

• Degree in Healthcare, Business, Engineering, or a related field.

• A minimum of 4 years of experience in a related field/discipline, with a strong preference for experience within the Medtech or healthcare sectors.

• Proven experience in managing teams, ideally including clinical application specialists or technical service staff.

Skills & Competencies

• Strong leadership and team management skills, with experience in training, performance management, and team development.

• Excellent project management abilities, including experience with large-scale implementations and complex service delivery.

• Solid understanding of Medtech regulatory and compliance requirements, especially related to device installation and digital health.

• Outstanding communication and relationship-building skills for engaging customers & colleagues.

Technical Skills

• Proficiency in MS Office Suite and service management software; experience with ERP or project management systems is a plus.

Personal Attributes

• Results-driven with a focus on customer satisfaction and operational excellence.

• Adaptable and resilient, with the ability to manage competing priorities and work in a fast-paced environment.

• Innovative thinker with a proactive approach to problem-solving and continuous improvement.

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