Head of Global Service (Greater London)

Sinclair Pharma, a global leader in injectable medical devices, is looking for an experienced and strategic leader to join the team as Head of Global Service. The role will offer flexibility in location with options for the UK, Bulgaria, or Israel. This key role will oversee and optimize the global service function for Sinclair Pharma’s medical device portfolio, ensuring excellent product support, high customer satisfaction, and compliance with relevant regulations. The Head of Global Service will manage customer service, field service operations, service contracts, post-market support, and provide service training to global partners and internal teams. This position requires a highly experienced leader with a deep background in managing service operations within the medical device industry.

Key Responsibilities:

• Global Service Strategy and Leadership: Develop and implement a global service strategy to provide world-class support for Sinclair Pharma’s medical device products, ensuring the strategy is aligned with business objectives and market needs. Lead and manage the global service team, including customer service representatives and field service engineers, ensuring they have the necessary tools, training, and resources to provide exceptional support. Champion service excellence, focusing on continuous improvement across all service operations, including customer support, field service, service contracts, and post-market activities. Define and monitor key performance indicators (KPIs) for service performance and customer satisfaction, ensuring service delivery meets organizational goals and customer expectations.
• Customer Support and Service Delivery: Oversee global customer service operations, ensuring professional and prompt management of all customer inquiries, issues, and product support requests. Ensure the effective management of field service operations by overseeing the deployment, training, and ongoing support of field service engineers across various regions. Lead the development and management of service contracts, including warranties and maintenance agreements, to ensure customer support throughout the product's lifecycle. Develop and implement robust communication channels to address customer concerns quickly and effectively communicate product updates or issues.
• Service Contracts and Post-Market Support: Develop, implement, and manage service contracts and post-market support programs for global customers, ensuring compliance with regulatory standards. Lead and manage the creation of maintenance and support programs, ensuring comprehensive coverage for Sinclair Pharma’s products in all global markets. Collaborate with the regulatory and quality teams to ensure that post-market activities, including product surveillance, meet the highest compliance and safety standards.
• Global Service Operations and Resource Management: Ensure the alignment of service operations across multiple regions (EMEA, APAC, Americas), optimizing resource allocation to meet demand and support global service delivery. Oversee a high-performing global service team's hiring, training, and development, fostering a culture of accountability and customer-centricity. Manage service budgets effectively, balancing cost control with service excellence to ensure that service operations deliver optimal results within the budget. Identify and implement new technologies or tools (e.g., remote diagnostics and service management platforms) to enhance service operations and improve efficiency.
• Service Training for Partners and Global Service Organization: Design and implement global service training programs for external partners, including distributors, service providers, and field service engineers, ensuring they have the knowledge to deliver high-quality product support. Develop and standardize service training modules, which include training on product knowledge, troubleshooting, customer service skills, and compliance with regulatory standards. Deliver train-the-trainer programs to empower service partners and internal teams to deliver consistent, high-quality service globally. Evaluate the effectiveness of service training programs, using feedback to improve and enhance training content and delivery methods. Ensure all training programs are aligned with regulatory requirements and updated regularly to reflect new product launches, features, and service protocols.
• Cross-Functional Collaboration: Work closely with product development, regulatory, quality assurance, sales, and operations teams to ensure alignment between service functions, business goals, customer needs, and compliance requirements. Provide critical feedback from service teams to the product development team regarding product performance, common issues, and opportunities for product improvement. Collaborate with logistics and supply chain teams to ensure adequate inventory management for service operations, including spare parts and product repairs.
• Compliance and Quality Assurance: Ensure all service operations comply with global regulatory standards, and Sinclair Pharma’s internal policies. Partner with the quality assurance team to ensure service-related processes, documentation, and product handling meet the highest safety, efficacy, and quality standards. Lead post-market surveillance efforts, ensuring product performance and issues are monitored and appropriately addressed according to regulatory guidelines.
• Customer Satisfaction and Continuous Improvement: Develop and implement programs to measure and improve customer satisfaction, ensuring that all feedback is used to drive service improvement initiatives. Regularly assess and drive opportunities for continuous improvement in service operations, from process optimization to better customer experience. Establish and maintain best practices in service delivery, incorporating customer feedback, emerging industry trends, and new technologies.

Qualifications & Skills:

• At least 10 years of experience in global service management within the medical device industry, specifically with injectable products or other complex medical devices.
• Proven track record in managing field service operations, customer service, and contract management.
• Significant experience designing and implementing service training programs for internal teams and external partners.
• Strong knowledge of medical device regulations, including ISO 13485, and experience ensuring compliance with global regulatory standards.
• Expertise in developing and executing global service strategies and managing service operations across multiple regions (EMEA, APAC, Americas).
• Strong leadership skills, with experience managing cross-functional teams and building a culture of customer-centricity and service excellence.
• Ability to analyse service data, identify trends, and drive improvements in service delivery.
• Proficiency in service management tools, including CRM, ERP, and field service management systems.
• Excellent communication skills, with the ability to influence stakeholders at all levels and build strong relationships with partners and customers.
• Fluency in English is required; additional language skills are an advantage.
• Willingness to travel globally to support service operations, customer relationships, and field teams.

Desired Attributes:

• A customer-centric leader passionate about delivering exceptional service and building long-term customer relationships.
• A strategic thinker who can anticipate future service needs and drive innovation across global service functions.
• Collaborative, with the ability to influence and drive results across diverse teams and regions.
• Results-oriented, focusing on operational efficiency, continuous improvement, and providing value to customers and the business.