Service Practice Director

PartsSource is the leading technology and software platform for managing mission-critical healthcare equipment . Trusted by over 5,000 US hospitals and 15,000 clinical sites, PartsSource empowers providers and service organizations to maximize clinical availability for patient care and automates the procurement of parts, services and training through a unique digital experience. PartsSource team members are deeply committed to our mission of Ensuring Healthcare is Always On® , which is foundational to our success and growth. Our vibrant culture is built upon aligned values, shared ownership, mutual respect, and a passion for collaborating to solve complex customer problems. About the Job Opportunity The Service Practice Director owns how PartsSource brings every customer onto its Services programs. This is a strategic leadership role that designs and operationalizes end-to-end implementation and onboarding across PartsSource's entire Services portfolio, spanning acute, ambulatory, life sciences, and government end markets. You will establish customer onboarding as a defined, differentiating discipline that sets the tone for partnership from day one. The strategic premise is clear: onboarding is the customer's first real experience of partnering with PartsSource. It shapes whether clinical and operational teams feel supported through change and determines how quickly they recognize the value they were promised. You will design and lead the execution of a repeatable, measurable onboarding experience that earns customer trust, drives adoption, and delivers the clinical outcomes our solutions are meant to enable. What You'll Do Build and Own the Onboarding Standard • Define, document, and maintain the end-to-end implementation and onboarding standard for all Services programs, from signed agreement through go live and handoff to ongoing Account Management. • Design the lifecycle as a repeatable system, codifying each phase with clear entry and exit criteria. • Create the playbooks, checklists, timelines, and enablement materials that empower any team to run a launch to the same standard. • Set the customer experience standard and hold every program and end market to it, regardless of complexity or geography. Lead and Scale Service Onboarding Execution • Serve as senior owner for high-visibility, multi-site, and enterprise launches, modeling the standard the organization follows. • Directly lead the Service onboarding delivery team; set delivery standards, maintain accountability for program quality, and coach for consistent outcomes. • Own capacity planning and resourcing for Service onboarding, ensuring the team can execute the standard across volume growth. • Instrument and improve: define and track measures that matter and use them to continuously refine the practice. • Manage the handoff from onboarding into steady-state account management and service delivery, preserving context and momentum. Partner Across the Organization • Align with commercial and delivery leadership: connect the onboarding standard to the full customer lifecycle by partnering with sales, revenue operations, customer success, service delivery, finance, data, product, and operations. • Act as a senior, credible point of contact for customer executives during the transition, reinforcing trust from the first interaction. • Champion continuous improvement by bringing the voice of the onboarding experience back into program design and product development. • Enable the field through training and coaching so the standard is understood, adopted, and sustained as volume grows. Drive Clinical Credibility with Enterprise Clients • Serve as a senior, credible PartsSource voice in clinical stakeholder conversations with biomed directors, HTM leadership, OR and perioperative leadership, and C-suite sponsors. • Support executive business reviews for key Service accounts, providing outcome data, program health, and value delivered against contract commitments. • Navigate accreditation-adjacent conversations with confidence and help clients leverage the PartsSource program to support their compliance posture. • Represent Service onboarding in joint client engagements with the Executive Program Management team for enterprise multi-practice accounts. What You'll Bring Your Background • 10+ years of experience in implementation, onboarding, transition management, customer success, or service delivery, including significant time leading complex, customer-facing launches. • Demonstrated success building a repeatable practice, methodology, or operating standard. • Proven expertise in healthcare, healthcare technology management, managed services, or comparable outsourced service environments. • Strong program and project management discipline, with ability to run multiple concurrent transitions to defined timelines and quality bars. • Excellent executive communication, stakeholder management, and change leadership skills across customer and internal audiences. • Track record of leading through influence across sales, operations, and customer success functions. Preferred • Direct experience with clinical engineering, biomedical, or managed equipment service programs. • Familiarity with regulatory and compliance requirements relevant to healthcare service delivery. • Experience standing up onboarding across multiple end markets or lines of business. • Continuous improvement credentials such as Lean or Six Sigma. • Demonstrated proficiency with project management tools and systems for tracking complex, multi-phase initiatives. Who We Want to Meet Act Like an Owner • You take full ownership of defining and operationalizing the onboarding standard. You do not hand off responsibility; you see it through and hold yourself and your team accountable for consistent execution. Accountability & Execution, Ownership • You own the outcomes. Whether a launch runs smoothly or hits friction, you step in, diagnose the issue, and