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Director, Service Contracts & Operations Support

Posted Jul 08
Full Time
HybridMentor, Ohio


At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.


Position Summary

The Director, Service Contracts and Support Operations is responsible for the execution of strategic projects and service administrative operations for the North America Equipment Service and Instrument Repair Organizations (IMS). This role provides strategic partnership and delivers project plans to support strategic service accounts, field service operations, marketing offerings and other service offerings.  
You will partner closely with the Sr. Director Service Reporting and Analytics and Contract Program Support, North American Service, IMS Sales Organization, Field Service and Sales leaders to support execution of service initiatives.  

You will be primarily focused on effectively managing service growth initiatives, establishing continuous and strategic improvement action plans, and identifying projects to drive the profitability and improve the Customer and employee experience.  Projects will include standard work initiatives for the contract life cycle management, identification of areas to automate, leveraging digital technologies to enhance digital adoption of processes, and implementing AI tools where feasible to improve quality and efficiency.  You will partner with key accounts sales team and program manager to ensure quality delivery and compliance with STERIS master service agreements associated with our most significant contracted Customers.

*This position is located in Mentor, Ohio with the opportunity for a hybrid work schedule. 



  • Identify areas of improvement in the contract’s operation process, develop project plans, and deliver significant gains in efficiency.
  • Target opportunities to automate processes and or utilize AI tools to enhance the productivity of field service technicians, back-office administrative functions, and sales methodology.
  • Review, analyze, and implement processes designed to improve the efficiency and effectiveness of the key account sales and support processes.  
  • Ensure action plans are developed for key initiatives, status is communicated to the stakeholders, and responsibilities are executed as required.
  • Actively develop strategic plans for the contracts and administrative team members to meet Global Service objectives.
  • Effective cross-functional decision making and implementation of contracts.  Including support of cross divisional service agreements.
  • Ensuring compliance with contract requirements including discounting tiers, administrative performance, and operational performance notifications if expectations are not met.
  • Compliance with all related company policies and procedures. Keeps abreast of legal changes and regulatory requirements affecting contract services and agreements.
  • Identify growth initiatives and execute project plans to improve top and bottom-line growth.
  • Support the development of the legal review process for contracts and the master service agreement process.  Including the execution of commercial and operational approval process
  • Review, analyze and submission of Strategic / Corporate Account contracts representing $60 Million opportunity annually.
  • Ensure documentation in places for service-related policies and procedures including sales, administrative, and field-based improvements.
  • Leads multi-functional teams including service support process specialists, legal business analysts, and key account program managers to ensure an integrated approach to service delivery and field employee support.

Required Experience

  • Bachelor’s degree in analytics; Master’s preferred 
  • Minimum of ten (10) years combined experience, operational leadership, customer support, or contract administration, and continuous improvement
  • Successfully demonstrated decision - making skills, with consideration for short-term and long-term financial impact.
  • Demonstrated leadership leading multi-functional teams and projects with financial impact of $1M+
  • Excellent consulting and program development skills.
  • Proven ability to think strategically, build a team and plan, and successfully implement to achieve strategic objectives.
  • Project management and leadership
  • Proven ability to deliver data insights and recommendations in clear concise manner to Customer or executive level. 
  • Analytical skills in process improvement.
  • Demonstrated skills in assessing and delivering tools and resources to field leaders and teams to support effective work leveling and achievement of Customer requirements.


What STERIS Offers

The opportunity to join a company that will invest in you for the long-term. STERIS couldn’t be where it is today without our incredible people. That’s why we share in our success together by rewarding you for your hard work. Hiring people who are in it for the long run with STERIS is our ultimate goal. We do this by providing competitive salaries, healthcare benefits, tuition assistance, paid-time off, holidays, matching 401(k), annual merit, and incentive plans.  Join us and help write our next chapter.

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention.  WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer.  We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law.  We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.