Todd Ward
General Manager - Service Technology @GE HealthCare
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WORK HISTORY
General Manager - Service Technology @GE HealthCare
Lees Summit, MO, US
Lead US and Canada Service Technology strategy, standardize field processes, and deliver digital capabilities that improve technician execution and customer experience.• Own portfolio governance from intake through release, including prioritization, requirements, process mapping, testing, KPIs, and benefits realization with Digital and business leaders.• Own field-facing platform portfolio (Siebel, ServiceNow, Genesys CCaaS, ServiceMax, Nuvolo), ensuring reliability, usability, security, and scalable adoption.• Own governance and change control across Field, HQ, and Global and Digital teams, aligning decisions, dependencies, risks, and release plans.• Run operating mechanisms for demand intake, resource planning, and roadmap sequencing, maintaining a transparent project funnel and clear decision rights.• Build and manage OPEX and CAPEX plans, balancing run, grow, and transform work to maximize throughput and ROI.• Develop business cases and ROI models, tying technology investments to P&L levers including productivity, cost to serve, uptime, and retention across a 12 to 36 month horizon.• Drive adoption and utilization, tracking outcomes across adoption, cycle time, first-time fix, uptime, NPS, and cost to serve, and closing gaps through targeted change actions.• Apply Lean and Six Sigma methods (value stream mapping, kaizen-style workouts) to remove waste, stabilize processes, and improve operational performance.• Coach and develop leaders and teams, remove blockers, and raise delivery quality and change adoption.
EDUCATION
DeVry University
Bachelor of Science (BS), Electronic Engineering Technology
The University of Kansas
Master of Business Administration (MBA)
SKILLS
ABOUT TODD WARD
I lead Service Technology for US and Canada Service, accountable for process standardization and technology enablement that improves field execution and elevates both the employee and customer experience.I partner across Field teams (Sales and Service), HQ functions, and Global and Digital organizations to prioritize initiatives, translate strategy into clear requirements, define success metrics, and deliver scalable solutions through disciplined governance and change control.I own the US and Canada portfolio of field facing applications and operational mechanisms that drive adoption, utilization, and measurable ROI from technology investments.My operating style blends systems thinking, voice of field advocacy, and Lean and Six Sigma rigor, converting strategy into executable roadmaps and outcomes over a 12 to 36 month horizon. When needed, I can drill down into system architecture, workflow design, and functional details to diagnose root causes and ensure solutions are robust, secure, and usable in real world field conditions. I also bring strong business acumen, connecting technology and process decisions to P&L drivers, including productivity, service cost, uptime, and customer retention.Areas of focus include field productivity, process stability, change adoption, and customer experience.
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