About Your RoleThe Global Service Excellence Director is a newly created leadership role in a new
organisational structure at Harrison.ai. You will build and lead a globally distributed
engineering team - a brand-new squad - accountable for the systems and services
that keep our customers and our people productive around the clock. You will own
the end-to-end technology support experience across our SaaS customers, our
teleradiology customers, and our own employees, and serve as the senior technology
leader for our teleradiology business, with accountability for all integration and
workflow matters.
The squad's mission is to build and operate a world-class 24/7 support function with
follow-the-sun coverage - resolving issues fast enough that no customer or employee
is ever blocked from doing their best work. Support is where our product meets
reality: clinicians, customers, and colleagues depend on our systems to do work that
genuinely matters, and when something breaks, the speed and quality of our
response is the difference between a minor friction and a blocked outcome. This role
exists to make sure the answer is always the former.
This is a rare opportunity to shape the service backbone of a fast-growing healthcare
AI company operating worldwide. As a foundational hire in this
new structure, you will report directly to the CEO with a clear mandate, real budget,
and executive sponsorship - building from first principles, with org design, tooling,
and operating model yours to define.
What You'll Do:The Global Service Excellence Director will be responsible for:
- Lead the squad - Build, grow, and develop a high-performing team of engineers strategically located across time zones to deliver uninterrupted follow-the-sun coverage.
- Run world-class 24/7 support- Design the operating model, tooling, runbooks, on-call rotations, escalation paths, and SLOs that turn support into a competitive advantage.
- Own resolution speed - Define and relentlessly improve the metrics that matter - time-to-acknowledge, time-to-resolve, first-contact resolution, customer effort, and ticket deflection.
- Own the support technology stack - Architect, build, and maintain the systems, automation, and self-service that scale support without scaling headcount linearly.
- Lead teleradiology integrations and workflow technology - Act as the senior technical owner for integrations with customer PACS, RIS, worklist, and reporting systems, and for the end-to-end radiologist and operations workflow.
- Serve three customer groups equally well - SaaS customers, teleradiology customers, and internal employees - with tailored service models for each.
- Partner across the business - with Engineering, Product, Clinical Operations, Security, and Customer Success to turn recurring incidents into permanent product fixes.
- Own major incidents - Be the calm, accountable leader during Sev-1s; drive rigorous post-incident reviews and close the loop on systemic improvements.
- Report to the CEO - on service health, risk, and investment priorities with clear, evidence-based narratives.
- Comply with all company policies, procedures and guidelines including those relating to information security. This encompasses:
- Reading, understanding and complying with the policies and procedures that are relevant to your role within the Information Security Management System;
- You are expected to take responsibility for developing an adequate level of information security awareness, education, and training to ensure the appropriate use of Harrison.ai's information assets; and
- You must protect the confidentiality, integrity and availability of Harrison.ai's information in accordance with the information classification levels outlined in the Information Classification Policy.
What You'll Bring:- Proven track record leading global, distributed support or service engineering organisations at scale, ideally in a SaaS and/or regulated healthcare environment.
- Deep experience operating 24/7 follow-the-sun models - rotations, hand-offs, tooling, and the culture that makes them work humanely and sustainably.
- Strong technical depth across cloud infrastructure, observability, integration platforms, APIs, identity, and the automation patterns that make support scalable.
- Hands-on familiarity with healthcare or teleradiology integrations - HL7, DICOM, FHIR, PACS/RIS/worklist, and radiology reporting workflows - or the demonstrated ability to come up the curve quickly.
- A customer-obsessed mindset paired with the operational rigour to run on SLOs, error budgets, and evidence.
- Exceptional leadership of distributed teams across cultures and time zones, with a bias for clarity, written communication, and trust.
- Executive presence and the judgement to represent service and reliability at the CEO and board level.
