Director of Service Excellence

Deciphex

Director of Service Excellence managing client relationships through onboarding and performance oversight in a rapidly growing pathology services company. Leading cross-functional teams to ensure service excellence and client satisfaction.

Posted 5/20/2026full-timeOxford • 🇬🇧 United KingdomLeadWebsite

About the role

Key responsibilities & impact

Owning the end-to-end client relationship across our UK portfolio, from onboarding new sites through to long-term performance and escalation management.
Leading cross-functional problem solving when things go wrong, without waiting for someone to assign it to you.
Working closely with sales to make sure we only commit to what we can actually deliver and pushing back when needed.
Monitoring SLA performance, surfacing risks early, and communicating clearly and honestly with clients.
Driving continuous improvement across UK operations, setting standards and working with functional leads to deliver them.
Representing service performance in governance forums and to senior leadership.

Requirements

What you’ll need

You've led service operations in a regulated healthcare environment and you know what good looks like.
You're comfortable working across functions without needing a reporting line to get things done.
You're the kind of person who picks up a problem and resolves it, not because you were asked, but because that's just how you work.
You can hold a room with a senior clinical contact one hour and translate that conversation into clear internal action the next.
You know when to push back on a client and when to fight their corner internally.
Experience in histopathology or digital pathology is a plus, but it's not what will win you this role. We can teach the domain. We can't teach the instincts.

Benefits

Comp & perks

Competitive salary with performance based annual increments.
Healthcare benefits
Competitive annual leave
A true sense of meaning in your work by contributing to better patient outcomes.
The opportunity to work alongside a world-class high performing team in a hyper-growth startup environment.
A chance to work on exciting,challenging and unique projects.
Regular performance feedback and significant career growth opportunities.
A highly collaborative and supportive multi cultural team.

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Soft Skills

problem solvingcommunicationcross-functional collaborationclient relationship managementperformance monitoringcontinuous improvementescalation managementleadershipstakeholder engagementnegotiation