Director, Service Enablement

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

📋 Description

• Lead the Service Enablement team, a cross-functional organization that prepares Services to implement, support, and scale product launches across various regions.

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

• Ensure that every product release has a documented readiness review with Services approval prior to customer availability.

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

• Establish priorities, assign responsibilities, create staffing plans, manage performance, and assist with hiring processes.

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

• Ensure that technical documentation and training materials are complete, accurate, and available on schedule.

• Collaborate with Product teams to address customer needs during end-of-life phases, including specifications and contract language for exceptions.

• Oversee enabling technologies such as SRE tools and Jira Service Management.

• Transform customer and escalation insights into improvements in readiness with Strategic Account teams.

• Align readiness strategies with business priorities and represent Service Enablement in leadership forums for Services.

• Manage planning, budgeting, and requirements for vendors or contractors.

• May require occasional travel.

⛳️ Requirements

• A Bachelor's degree in a technical or business discipline, or an equivalent level of professional experience (required).

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

• At least 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).

• Ability to lead by influence across teams that do not report directly to you (required).

• Strong skills in planning, budgeting, and managing vendors or contractors (required).

• Excellent written and verbal communication skills for interactions 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 on-premise and hosted deployments (preferred).

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

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

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

• Comply with all local, regional, and national employment laws as well as DeepHealth policies and procedures.

🏝️ Benefits

• Occasional travel may be required.

• Reasonable accommodations for physical demands, where applicable.