Head of Knowledge management (Global Service)
Elekta
Crawley, GB
3d ago

Description

Elekta Global Service is a Data driven organisation, ensuring a robust knowledge strategy that puts the right information into the right hands at the right time in conjunction with a shift left approach is at the core of ensuring efficient and effective business operations and customer satisfaction.

This role will be accountable for developing and executing the knowledge strategy for Global Service and also drive knowledge management transformation, innovation and related service excellence programs.

It will also be expected to influence and align with the various business line / Service stakeholders in the development of knowledge management standards, methods and enablers to support consistent, end-to-end service execution.

Responsibilities Develop the policies, procedures and governance necessary to operate an effective Knowledge Management System.

Increase Support / Service staff efficiency by working with Elekta Care Support teams maximise effectiveness dynamic knowledge management in CLM (supporting a "shift left" approach) Be instrumental in the knowledge development of the Elekta Customer Portal with specific focus on self-help capabilities Investigate and test the value of decision support tools for use in customer service Develop KPI measures (including impact to MTTR) and a knowledge dashboard that demonstrates the tangible business benefits delivered by successful knowledge management Engage key stakeholders and deliver effective change and progress the knowledge culture Work with Predictive Support and Intelligence team to accelerate the move from reactive to predictive maintenance practices Work closely with Business lines partners to ensure alignment to maximize the effect of knowledge management within the regions and customer base and also input into product development Maintain a wide understanding of industry trends and innovations Ensure that all activities and operations are carried out in compliance with local, state, and federal regulations and laws governing business operations.

Communicate and ensure compliance with Elekta's Code of Conduct Perform other related duties as assigned or requested by the VP Global Service Operations Authorities - Relevant Knowledge, skills and competEncies Robust understanding of knowledge management approaches and their application, paired with the ability to articulate the value they bring to the business and drive buy-in and sponsorship from the business Five or more years of successful leadership experience within a high technology industry required.

Experience in the medical capital equipment industry preferred. Demonstratable project management skills and experience in leading complex programs and projects to achieve milestones and objectives Track record of influencing and driving business change initiatives Professional, confident, credible and an enthusiastic team player able to work effectively across functional teams and domains Effective team building skills, organizational and staff development.

Demonstrated aptitude for strategic and innovative thinking and the ability to implement through others. Excellent communication skills (verbal and written).

Ability to speak and present publicly. Fluent in English. Flexible style ( do whatever it takes approach). Personality based on strong ethical standard, values and good judgement Overnight travel domestic and international KCS Knowledge Centered Service

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