Global Head of Service - #139174

We’re looking for an exceptional to join our Operations Team, based in Cambridge. Reporting to the General Manager - Operations. You'll be an inspiring and motivating leader, who enjoys developing and leading a global service team and service strategy to support the adoption of new technology in the Med-tech sector, this could be the right opportunity for you! You’ll need to be a forward thinker who will thrive in a fast paced, developing, and ever-changing high-tech environment. You will take a hands-on approach to managing the day-to-day running of the service function, taking overall responsibility for technical support, technical service and the management of service parts. Through collaboration with CMR’s commercial, logistics, technology and quality and regulatory teams, you’ll be able to make a real impact on the definition and execution of the service strategy.

This role is based on-site full time and will mainly be based at our Cambridge site, with regular travel to our manufacturing site near Ely and will require international travel.

About CMR Surgical

CMR is an exciting and evolving company to be joining right now. Our commitment to our goal of building a world-class medical devices company is underpinned by the ground-breaking innovation of our next generation of surgical robots and a diverse team of talented and supportive individuals.

We’re breaking new ground which makes working here exciting, it provides autonomy, opportunity and makes the things you do visible. Come and join us and see what you’re capable of.

Responsibilities

You will be proficient at leading across all levels of the business, from driving service activities in various regions in support of the local commercial strategies; to creating engineering maintenance strategies for global roll-out. As part of the multi-disciplinary operations team, you will develop and support the service processes used to maintain the Versius Surgical Robotic System globally.

Strategic Leadership & Service Operations:

• Develop and implement a robust service strategy aligned with the company’s commercial and operational objectives.
• Lead the service function for capital equipment, ensuring the delivery of world-class support, maintenance, and customer service.
• Drive the transition from reactive to proactive service models, incorporating predictive maintenance and digital service innovations.
• Establish and optimise service infrastructure, tools, and processes to enhance efficiency, responsiveness, and scalability.
  
  

Commercial & Customer Engagement:

• Build and maintain strong relationships with the local Commercial teams to align service initiatives with the company’s commercial growth strategy.
• Act as a key liaison between the service organisation and customers, ensuring feedback loops are in place to drive continuous improvement.
  
  

Technical & Operational Excellence:

Provide data-driven feedback on system performance and reliability to the Operations and Technology teams, influencing product design, manufacturing quality, and future innovations.

• Define and track service KPIs and metrics, ensuring continuous improvement in response times, uptime, and customer satisfaction.
• Develop a strong knowledge-sharing culture to enhance technical expertise and problem-solving capabilities across the team.
• Drive service innovation by exploring new technologies, remote diagnostics, and AI-driven service models.
• Ensure compliance with regulatory and industry standards, including ISO, FDA, and MDR requirements for medical devices.
  
  

Team Leadership & Development:

• Build and lead a high-performing service team, fostering a culture of accountability, customer focus, and technical excellence.
• Provide leadership, coaching, and career development opportunities to teams.
  
  

We’re a rapidly developing company and roles can change and evolve. You’ll be willing to turn your hand to anything within the Operations remit that supports the team with delivering its objectives.

About You

You’ll be a great team player with a strong work ethic and a demonstrable determination to produce high quality results.

You'll also be/have;

• Proven experience in a senior service leadership role within the MedTech, healthcare technology, or capital equipment industry.
• Strong understanding of medical device service models, regulatory requirements, and industry best practices.
• Demonstrated ability to develop and execute service strategies in alignment with commercial and operational objectives.
• Experience in building and maintaining relationships with global commercial teams and customers.
• Analytical mindset with the ability to leverage data and insights to drive performance improvements.
• Exceptional leadership and people management skills, with experience leading geographically dispersed teams.
• Knowledge of emerging service technologies, such as remote diagnostics, IoT, and predictive maintenance.
• Bachelor's degree in engineering, business management, or a related field (MBA preferred).
  
  

At CMR we’re building a diverse, inclusive, and authentic workplace; what matters most to us is that you identify with our values and are passionate about making a difference.

Why Join Us?

We offer a competitive salary and a great benefits package including a bonus, non-contributory pension, private healthcare which covers pre-existing conditions, annual personal day for every employee to use however they wish and enhanced global parental leave pay.

We recognise that everyone has a life outside of work and at times we can experience things which are significant and can impact on our working lives. Our Global Parental Leave and Health and Wellbeing leave supports our colleagues going through the menopause, fertility cycles or pregnancy loss and those going through gender reassignment; allowing them time to look after themselves and those close to them.

CMR can support with travel reimbursement for in-person interviews if you need a taxi for access needs.

Interested? We’d love to hear from you!

This role requires candidates to have eligibility to work within the UK.

Strictly no agencies