Service Management Lead, International Business Operations
- Internship, onsite
- Dexcom
- Manila, Philippines
Salary undisclosed
Checking job availability...
Original
Simplified
The Company
Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.
We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.
Summary
The Service Management Lead is a critical role within the Global Business Services (GBS) organization, reporting directly to the Head of GBS Engagement & Service Management and indirectly to the Director of Site Operations. This role involves collaborating with key stakeholders, and GBS leaders to drive alignment on performance priorities and enable delivery of SLAs through strong performance intelligence and governance. The ideal candidate will have a proven track record in service design, performance management, and cross-functional collaboration to drive results in support of the GBS Service Management Strategy and principles.
This role requires a seasoned professional with a proven track record in service design and management, continuous improvement and quantitative analysis. The individual must develop strong relationships, collaborate across different GBS capability areas, and be hands-on in delivering high-quality work in a demanding environment.
Essential Duties And Responsibilities
Stakeholder Management & Collaboration:
Performance Leadership and Monitoring:
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to perform the following Physical Activity: Standing, walking, sitting, using hands, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk or hear, taste or smell. May be required to lift 0 lbs. to over 100 lbs.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be exposed to the following environmental conditions: Wet or humid conditions, work near moving parts, work in high - precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, extreme heat (non-weather), extreme cold (non-weather), risk of electric shock, work with explosives, risk of radiation, vibration. The noise level in this work environment can range from quiet to very loud.
Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.
Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.
We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.
Summary
The Service Management Lead is a critical role within the Global Business Services (GBS) organization, reporting directly to the Head of GBS Engagement & Service Management and indirectly to the Director of Site Operations. This role involves collaborating with key stakeholders, and GBS leaders to drive alignment on performance priorities and enable delivery of SLAs through strong performance intelligence and governance. The ideal candidate will have a proven track record in service design, performance management, and cross-functional collaboration to drive results in support of the GBS Service Management Strategy and principles.
This role requires a seasoned professional with a proven track record in service design and management, continuous improvement and quantitative analysis. The individual must develop strong relationships, collaborate across different GBS capability areas, and be hands-on in delivering high-quality work in a demanding environment.
Essential Duties And Responsibilities
Stakeholder Management & Collaboration:
- Take full ownership of site’s service catalogue maintenance & reporting in collaboration with FP&A.
- Partner closely with the Head of GBS Engagement & Service Management and Director of Site Operations to align service management strategies with overall GBS objectives and frameworks.
- Provide insights and strong support to site operations leadership, ensuring service excellence.
- Act as a trusted advisor and subject matter expert on service management best practices.
- Collaborate with key stakeholders, engagement leads, and site operations leaders to define and document performance requirements, business impacts, and key measurements critical to the business. Ensure alignment with OKRs and global operating standards.
- Provide expert guidance and support in the development of service design packages, including service level agreements (SLAs), operating level agreements (OLAs), and key performance metrics.
- Contribute to the development and implementation of service design methodologies and best practices. Collaborate with business intelligence to design performance tracking and reporting to deliver insights to site operations leadership in support of service excellence.
- Maintain and monitor comprehensive performance management frameworks and reporting mechanisms. This includes key performance indicators (KPIs) and service metrics to track service performance against established targets and OKRs.
- Proactively identify performance trends, bottlenecks, and risks to service excellence.
- Generate monthly and quarterly performance reports and dashboards. Facilitate reviews with site operations leadership and ensure data integrity and accuracy in performance reporting.
- Partner with business intelligence and continuous improvement teams to proactively identify and analyze performance gaps, root causes, and potential risks.
- Support the identification of opportunities for continuous improvement based on performance metrics trends and insights.
- Collaborate cross-functionally with various GBS teams to develop and implement effective mitigation plans to address performance gaps and improve service delivery.
- Track and monitor the effectiveness of mitigation plans and make recommendations for necessary adjustments.
Performance Leadership and Monitoring:
- Ensure the service catalogue reflects current capabilities and services offered by maintaining an accurate and updated service catalogue for the site.
- Increase adherence to operating standards and compliance with service excellence measures by enhancing transparency and service performance insights.
- Achieve operational excellence by driving strategic initiatives and providing leadership in service management and performance tracking.
- Support data-driven decision-making by ensuring accurate and comprehensive performance monitoring and reporting.
- Ensure timely resolution and continuous improvement by developing and implementing effective mitigation plans to address performance gaps.
- Minimize impact on operations and maintain service quality by expediting the resolution of service performance incidents.
- Foster trust and collaboration by maintaining strong relationships with stakeholders and providing expert guidance on service management best practices.
- Deliver consistent and high-quality service outcomes to contribute to improved stakeholder satisfaction with GBS performance.
- Proven experience in service design, performance management, and continuous improvement (Lean / Six Sigma).
- Excellent analytical and problem-solving skills, with the ability to translate data into actionable insights.
- Strong communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
- Demonstrated ability to influence cross-functional teams and deliver results.
- Experience with service management performance monitoring tools and technologies.
- Strong project management skills.
- Ability to work in a fast-paced and dynamic environment.
- Proficiency in Microsoft Office Suite - Word, Excel, PowerPoint, and Adobe Acrobat Pro.
- Global experience is highly desirable.
- Experience in Medical Devices, Healthcare or Manufacturing is preferred.
- Experience and Education Requirements:
- Requires a bachelor’s degree with 13+ years of demonstrated experience in service management roles in GBS, professional services, or manufacturing. Alternatively, 10+ years of demonstrated experience in GBS Service Management, professional services, or manufacturing.
- 10 – 15%
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to perform the following Physical Activity: Standing, walking, sitting, using hands, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk or hear, taste or smell. May be required to lift 0 lbs. to over 100 lbs.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be exposed to the following environmental conditions: Wet or humid conditions, work near moving parts, work in high - precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, extreme heat (non-weather), extreme cold (non-weather), risk of electric shock, work with explosives, risk of radiation, vibration. The noise level in this work environment can range from quiet to very loud.
Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.
The Company
Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.
We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.
Summary
The Service Management Lead is a critical role within the Global Business Services (GBS) organization, reporting directly to the Head of GBS Engagement & Service Management and indirectly to the Director of Site Operations. This role involves collaborating with key stakeholders, and GBS leaders to drive alignment on performance priorities and enable delivery of SLAs through strong performance intelligence and governance. The ideal candidate will have a proven track record in service design, performance management, and cross-functional collaboration to drive results in support of the GBS Service Management Strategy and principles.
This role requires a seasoned professional with a proven track record in service design and management, continuous improvement and quantitative analysis. The individual must develop strong relationships, collaborate across different GBS capability areas, and be hands-on in delivering high-quality work in a demanding environment.
Essential Duties And Responsibilities
Stakeholder Management & Collaboration:
Performance Leadership and Monitoring:
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to perform the following Physical Activity: Standing, walking, sitting, using hands, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk or hear, taste or smell. May be required to lift 0 lbs. to over 100 lbs.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be exposed to the following environmental conditions: Wet or humid conditions, work near moving parts, work in high - precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, extreme heat (non-weather), extreme cold (non-weather), risk of electric shock, work with explosives, risk of radiation, vibration. The noise level in this work environment can range from quiet to very loud.
Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.
Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.
We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.
Summary
The Service Management Lead is a critical role within the Global Business Services (GBS) organization, reporting directly to the Head of GBS Engagement & Service Management and indirectly to the Director of Site Operations. This role involves collaborating with key stakeholders, and GBS leaders to drive alignment on performance priorities and enable delivery of SLAs through strong performance intelligence and governance. The ideal candidate will have a proven track record in service design, performance management, and cross-functional collaboration to drive results in support of the GBS Service Management Strategy and principles.
This role requires a seasoned professional with a proven track record in service design and management, continuous improvement and quantitative analysis. The individual must develop strong relationships, collaborate across different GBS capability areas, and be hands-on in delivering high-quality work in a demanding environment.
Essential Duties And Responsibilities
Stakeholder Management & Collaboration:
- Take full ownership of site’s service catalogue maintenance & reporting in collaboration with FP&A.
- Partner closely with the Head of GBS Engagement & Service Management and Director of Site Operations to align service management strategies with overall GBS objectives and frameworks.
- Provide insights and strong support to site operations leadership, ensuring service excellence.
- Act as a trusted advisor and subject matter expert on service management best practices.
- Collaborate with key stakeholders, engagement leads, and site operations leaders to define and document performance requirements, business impacts, and key measurements critical to the business. Ensure alignment with OKRs and global operating standards.
- Provide expert guidance and support in the development of service design packages, including service level agreements (SLAs), operating level agreements (OLAs), and key performance metrics.
- Contribute to the development and implementation of service design methodologies and best practices. Collaborate with business intelligence to design performance tracking and reporting to deliver insights to site operations leadership in support of service excellence.
- Maintain and monitor comprehensive performance management frameworks and reporting mechanisms. This includes key performance indicators (KPIs) and service metrics to track service performance against established targets and OKRs.
- Proactively identify performance trends, bottlenecks, and risks to service excellence.
- Generate monthly and quarterly performance reports and dashboards. Facilitate reviews with site operations leadership and ensure data integrity and accuracy in performance reporting.
- Partner with business intelligence and continuous improvement teams to proactively identify and analyze performance gaps, root causes, and potential risks.
- Support the identification of opportunities for continuous improvement based on performance metrics trends and insights.
- Collaborate cross-functionally with various GBS teams to develop and implement effective mitigation plans to address performance gaps and improve service delivery.
- Track and monitor the effectiveness of mitigation plans and make recommendations for necessary adjustments.
Performance Leadership and Monitoring:
- Ensure the service catalogue reflects current capabilities and services offered by maintaining an accurate and updated service catalogue for the site.
- Increase adherence to operating standards and compliance with service excellence measures by enhancing transparency and service performance insights.
- Achieve operational excellence by driving strategic initiatives and providing leadership in service management and performance tracking.
- Support data-driven decision-making by ensuring accurate and comprehensive performance monitoring and reporting.
- Ensure timely resolution and continuous improvement by developing and implementing effective mitigation plans to address performance gaps.
- Minimize impact on operations and maintain service quality by expediting the resolution of service performance incidents.
- Foster trust and collaboration by maintaining strong relationships with stakeholders and providing expert guidance on service management best practices.
- Deliver consistent and high-quality service outcomes to contribute to improved stakeholder satisfaction with GBS performance.
- Proven experience in service design, performance management, and continuous improvement (Lean / Six Sigma).
- Excellent analytical and problem-solving skills, with the ability to translate data into actionable insights.
- Strong communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
- Demonstrated ability to influence cross-functional teams and deliver results.
- Experience with service management performance monitoring tools and technologies.
- Strong project management skills.
- Ability to work in a fast-paced and dynamic environment.
- Proficiency in Microsoft Office Suite - Word, Excel, PowerPoint, and Adobe Acrobat Pro.
- Global experience is highly desirable.
- Experience in Medical Devices, Healthcare or Manufacturing is preferred.
- Experience and Education Requirements:
- Requires a bachelor’s degree with 13+ years of demonstrated experience in service management roles in GBS, professional services, or manufacturing. Alternatively, 10+ years of demonstrated experience in GBS Service Management, professional services, or manufacturing.
- 10 – 15%
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to perform the following Physical Activity: Standing, walking, sitting, using hands, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk or hear, taste or smell. May be required to lift 0 lbs. to over 100 lbs.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be exposed to the following environmental conditions: Wet or humid conditions, work near moving parts, work in high - precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, extreme heat (non-weather), extreme cold (non-weather), risk of electric shock, work with explosives, risk of radiation, vibration. The noise level in this work environment can range from quiet to very loud.
Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.