WHAT WE’RE ABOUT

At Harrison.ai http://Harrison.ai, we’re redefining what’s possible in healthcare. Through our diagnostic AI solutions, we’re building tools that support clinicians to deliver earlier, more accurate diagnoses and raise the standard of care for millions of patients worldwide.

Our mission is bold but simple: to scale global healthcare capacity and create a fairer, healthier world. By using AI as a co-pilot for clinicians, we’re tackling one of healthcare’s biggest challenges, the shortage of human expertise, and giving every patient the chance to access timely, high-quality care, no matter where they live.

Because while we’re building cutting-edge AI, what we’re really building is hope—that everyone can access the healthcare they deserve.

And we’re just getting started.

ABOUT YOUR ROLE

The Global Service Excellence Director is a newly created leadership role in a new

organisational structure at Harrison.ai http://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 http://Harrison.ai’s information assets; and

– You must protect the confidentiality, integrity and availability of Harrison.ai http://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