Service Program Manager

Service Program Manager

Location:  Onsite multiple locations - Southern Florida

The Service Program Manager is responsible for ensuring exceptional operational and financial performance for key Service accounts (as assigned) in alignment with PartsSource’s mission to Ensure Healthcare Is Always On™.  This role leads the deployment of effective processes, technology, and delivery to drive continuous improvement, service excellence, and employee engagement around our Service program. Success requires strong collaboration with internal teams and external partners, performance management against key service metrics, and proven leadership experience in service-based operations.  This role is highly customer-facing and serves as a primary point of contact for key healthcare partners—ensuring their needs are understood, expectations are met, and issues are resolved with urgency and professionalism. 

 What You’ll Do: 

As a Service Program Manager, you will collaborate with all functions that influence or impact the delivery of our service-based commitments with the charge to deliver a differentiated and exceptional customer experience, every request.

This includes, but is not limited to: 

• Service Management: Overseeing the service request process, both preventative and corrective, for the assigned account. This includes directly liaising with the PartsSource Service Delivery team to ensure a seamless event management experience.
• Stakeholder Management: Communicating with stakeholders on hourly/daily basis to keep them informed of service activities to ensure that customer expectations are met.
• Project Coordination: Overseeing critical priorities for the service team, ensuring we work collaboratively and are aligned with the service program's goals. 
• Strategic Planning: Gathering customer input on needs and outcomes while supporting service program goals, objectives, and scope, and aligning them with the account's strategic vision. 

• Resource Management: Coordinating and managing resources (vendor) as needed to achieve the objectives of the service program. 
• Risk Management: Identifying, assessing, and mitigating potential risks to the service program's success through voice of customer.
• Change Management: Managing changes to the program scope, schedule, or budget.
• Performance Monitoring: Supporting the Service Operations Manager by proactively monitoring program metrics, highlighting areas of deviation, and facilitating corrective action efforts to keep performance aligned with expectations.
• Quality Assurance:  Ensuring that the program deliverables meet the required quality standards. 
• Budget Management: Developing and managing the program budget, tracking expenditures, and ensuring that the program stays within budget.   

Education and Experience: 

• Bachelor’s Degree or equivalent healthcare related experience

• Experience with service operations in complex healthcare systems required

• Clear knowledge & understanding regarding regulatory compliance and ISO 9001 or 13485 standards

• Experience managing both customer and supplier relationships, including the development of operational strategies (OEM or ISO) preferred   

• Must be proficient in Microsoft Office Suite, including but not limited to PowerPoint, Word, Excel, OneNote and Outlook. 

What Your Bring:

• Results Driven: Stay focused and motivated to meet goals, deliver on expectations, and maintain momentum to achieve desired outcomes. 
• Customer Centric: Understands customer needs and challenges, using that insight to improve experiences and deliver exceptional value.
• Relationship Management: Ability to build, maintain, and strengthen positive, productive relationships with internal and external stakeholders 
• Compassion & Empathy: Understanding and sharing the feelings of others to foster genuine connections and respond with care and consideration. 
• Change Readiness: Embraces change with a constructive attitude and quickly aligns with new directions or expectations. 
• Communication & Influence:  Build trust and inspires action by communicating with authenticity, humility, and demonstrating confidence and competence needed to influence outcomes. 
• Team Oriented: Overall mindset marked by respecting diversity of thought, valuing and recognizing others' contributions, and working productively within the team to achieve and celebrate collective success. 
• Data Driven Decision Making: Makes decisions and solves problems using relevant data, evidence, and insights to ensure sound, objective, and measurable outcomes. 
• Clear & Critical Thinker: Thinks logically and strategically, cutting through complexity to uncover insights, connects diverse perspectives, and focus on what matters most to communicate or deliver impactful solutions. 
• Continuous Improvement: Ongoing commitment to enhance processes, services, and outcomes by identifying and implementing opportunities for optimization, efficiency, or innovation. 

What We Value: 

• Act Like an Owner – You take the initiative and are focused on seeing commitments all the way through to completion.  

• Serve with Purpose - You are purpose driven and committed to understanding the challenges our customers face.     

• Adapt to Thrive - You are open to new ideas, embrace change, and learn from new experiences.  

• Collaborate to Win - You communicate effectively across your team to deliver shared goals. 

• Challenge the Status Quo - You are a creative problem solver and focused on making timely decisions with the data and information available to you.