Service Delivery and Operations Manager

Job Title

Service Delivery and Operations Manager

Job Description

Philips is a global leader in health technology, committed to improving
billions of lives worldwide and striving to make the world healthier and more
sustainable through innovation. Driven by the vision of a better tomorrow.
But it 's not just what we do, it's who we are. We are ‎80,000, wonderfully
unique individuals, with two things in common. An unwavering sense of purpose
and a relentless determination to deliver on our customers' needs. It's what
inspires us to create meaningful solutions - the kind that make a real
difference - when it matters most.
The world and our customers' needs are changing faster than ever before and
while we are proud of what we do already, we know we can do more. That's why
we need you, to help us tackle increasingly complex challenges posed by ever
evolving health and well-being needs.
In this role, you have the opportunity to make life better
Looking at the challenges the world is facing today Philips ' purpose has
never been more relevant. So whatever your role, if you share our passion for
helping others, you'll be working towards creating a better and fairer future
for all.
You are responsible for
*
Customer Success and Customer Management :
* Recognize customer needs by managing escalations and ensures that the delivered performance and services matches the customer needs
* Drive customer experience by design within the district/country
* Assure that the delivered services are in line with the performance Service Level Agreements (SLA's) as defined in the customer services contracts
* Assure that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, escalation management, conflict resolution
* Structural customer visits and communication around operational issues to assure increasing levels of customer satisfaction
* Working with key account managers, project management, sales management to provide technical input in support of the Order Acquisition Process (OAP) and Order Realization process (ORP):
* Manage a proactive service delivery organization, by engagement with various stakeholders with a customer ‎360 view approach
* Quality First: Drive qualitative and complaint service delivery according Philips Q&R policies and procedures
* Single and overall responsible Program Manager for a specific Long-term Strategic Partnerships (LSP), long term service contracts, and/or other multi-year solution programs
* General management and oversight of the planning and execution of all underlying, inter-related projects that make up the overall customer program.
* You are the central point of service delivery, resolution and leadership for all program deployments within your district/country
* You act as a Customer Delivery Manager for key accounts, owner of design and delivery of a service models
People Management:
* Experienced Leader, you will lead a highly ambitious team who is highly dedicated to fulfill customer needs and will work on unlocking future opportunities
* You will coach direct reports to ensure an excellent service execution according Philips procedures and processes in line with customer commitments
* People Performance Management & People Development, identify develop a talent and lead by example to promote a performance culture
* Team engagement - establishment of a high performing team

You are a part of
To succeed in this role, you 'll need a customer-first attitude and the
following
* BSc/MSc with > ‎5 years of experience in services and solutions domain
* Experience in driving customer satisfaction within healthcare industry +‎5 years
* Experience in managing biomedical department, or any relevant hospital experience
* Proven track record in change management
* Experience in Operations Management
* Fluent in English and Arabic, verbal and written
Profile:
* Role Model in Leadership and continuous improvement mindset
* Fanatical about customer success and customer needs
* Pro-Active and Result Oriented Approach
* Strong communication skills
* Eager to have courageous dialogues
* Coach and Mentor
* Ability to lead in uncertain or ambiguous environments
In return, we offer you
A path towards your most rewarding career. Succeeding in this role in a
complex environment will open many doors for your long-term career, in other
areas in Philips or otherwise. We also believe that we are at our best as a
company when you are at yours as a person. Thus, we offer competitive health
benefits, a flexible work schedule and access to local well-being focused
activities. Furthermore, Philips University is available to all employees for
learning and development opportunities
Why should you join Philips?
Working at Philips is more than a job. It 's a calling to create a healthier
society through meaningful work, focused on innovative, customer-first health
technology solutions. Help us improve the health and well-being of billions of
people, every year. Ultimately creating a career that no one could have
planned for. Even you.