Service Knowledge Standards Leader

Job Title Service Knowledge Standards Leader Job Description In this role you will minimize patient workflow interruption by maximizing uptime through shared expertise and optimized operational service frameworks. This enables prompt service for our customers to ensure their patients receive the best possible care. The role includes acting as a leader, consultant, and knowledge ecosystem subject matter expert in cooperation with leadership of businesses and regions to drive a topic-based, structured content approach to achieve improved consistency, clarity, reuse, and compliance for manuals and education. Your role : • Act as a trusted advisor in the area of service knowledge, while ensuring relevant quality, legal, and compliance requirements are met. • Enable, lead, and manage the evolution of monolithic service manuals into topic-based content, including leveraging artificial intelligence to get the right information to the right people at the right time. • Lead a team of knowledge experts, while developing talent and creating visibility to their work via online forums (e.g.  SharePoint) and regular interfaces with relevant internal stakeholders. • Collaborate with internal colleagues, such as market service leadership, field service engineers, business service innovation teams, business service education managers, and business service leaders to achieve project demands. • Create a vision and strategy for how knowledge will evolve within the company, while ensuring technological advancements are considered and incorporated. • Manage stakeholder expectations via regular contact and detailed roadmaps, which should include timelines, milestones, risks, dependencies, and resources required. • Develop close working relationships with internal stakeholders to maximize enterprise service efficiency, effectiveness, and consistency by promoting adoption of existing, as well as innovative best practices to enable businesses, regions, and functions in driving tactical problem-solving for customers, while identifying opportunities for continuous improvement. You're the right fit if you have: •   Bachelor's or Master's degree in Health Science, Architecture, Engineering, Business Administration, Education or equivalent, with relevant certifications (e.g., KMI, PMP) preferred. • Minimum 8 years of experience in Service Delivery or equivalent. • Deep expertise in knowledge management, content governance, and standardization, ideally within a regulated industry environment. • Minimum 2 years of experience in leadership roles, including developing high-performing teams, driving change, and influencing stakeholders across a global organization. • Experience with enterprise knowledge management tools and methodologies. • Knowledge of InCenter, Windchill/Arbortext, XMetal/ST4, Acrolinx, Akami, and/or PoolParty tooling. • Strong strategic, analytical, and business acumen, with the ability to translate end-user needs and data-driven insights into enterprise-wide solutions and executive-level business cases. • Experience leading transformational initiatives, including process improvement, standard implementation, and adoption of emerging technologies, such as artificial intelligence. • Excellent communication, collaboration, and stakeholder management skills, with the ability to engage audiences ranging from individual contributors to senior executives. • Strong organizational and project management capabilities, including the ability to balance multiple priorities, manage ambiguity, and deliver results with limited supervision. • Excellent verbal and written communication skills (fluent in English, second language is beneficial). • Willingness to travel if/when business requires (<20%).   How we work together We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s