Director, Service Enablement

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Lead the Service Enablement team, a cross-functional organization designed to prepare Services for the implementation, support, and scaling of product launches across various regions.

• Take ownership of Services release readiness and coordinate the necessary preparations across Implementation, Support, Product, and Development teams.

• Ensure that every release undergoes a documented readiness review, with Services' approval secured prior to customer availability.

• Guide, mentor, and develop teams in Release Readiness, Manufacturing, SRE, Technical Writing, and Technical Training.

• Establish priorities, assign responsibilities, formulate staffing plans, manage performance, and assist in the hiring process.

• Secure the necessary capacity and timing from regional leaders in implementation and support.

• Confirm that technical documentation and training materials are complete, accurate, and delivered on schedule.

• Collaborate with Product on customer requirements during end-of-life phases, including specifications and contractual language for exceptions.

• Oversee the implementation of enabling technologies such as SRE tooling and Jira Service Management.

• Transform insights gained from customers and escalations into readiness enhancements with Strategic Account teams.

• Align readiness strategies with business objectives and represent Service Enablement in leadership discussions within Services.

• Manage the planning, budgeting, and needs related to vendors or contractors for assigned functions.

⛳️ Requirements

• A bachelor's degree in a technical or business discipline, or equivalent professional experience (required).

• At least 10 years of experience in software or healthcare technology services (required).

• A minimum of 5 years of experience leading managers or multi-functional teams (required).

• Demonstrated program management experience in release readiness, implementation, support, or operations (required).

• Experience in leading technical documentation, training, or customer enablement initiatives (required).

• Capability to lead through influence across teams that do not report directly (required).

• Strong skills in planning, budgeting, and vendor or contractor management (required).

• Excellent written and verbal communication skills with executives, customers, and technical personnel (required).

• Networking expertise relevant to Services and Development environments (preferred).

• Familiarity with medical imaging, radiology, or clinical software, including both on-premise and hosted deployments (preferred).

• Experience with site reliability engineering and remote support models (preferred).

• Background in managing hardware lifecycle, manufacturing transitions, or end-of-life processes (preferred).

• Adhere to data privacy, compliance, safety, and confidentiality standards.

• Compliance with applicable employment laws and DeepHealth policies and procedures is mandatory.

🏝️ Benefits

• Occasional travel may be necessary.

• Reasonable accommodations will be provided for physical demands.