Services & Solutions Delivery Senior Manager/ Process Lead

Job Title

Services & Solutions Delivery Senior Manager/ Process Lead

Job Description

As a Services Senior Manager / Process Lead, you are responsible for aligning service operations strategies with broader business objectives to enhance service effectiveness and support organizational growth. You will authorize key decisions related to service delivery processes, resource allocation, and operational adjustments, including considering the budget to ensure efficient service management. You will lead transformation, strategic change initiatives, and standardization projects with an E2E approach in one of the Process Domains (IB & Billing or Parts and T&M Quotations).

In this role, you will:

• Manage a team of team leaders and managers as direct reports (total FTEs within the structure range from 30 to 60)
• Drive strategic transformations and standardization projects in service processes (in one of the process domains), ensuring E2E and function-wide approach
• Align International Region SSD objectives and long-term plans with PCC service operations strategy, ensuring long-term growth (Sales, Order Intake, customer NPS increase), scalability, and service excellence
• Evaluate and adapt PCC services operational strategies based on performance and organizational feedback
• Collaborate cross-functionally with supply chain, Finance, IT, and other enabling functions to ensure effective strategy execution.
• Evaluate the effectiveness of service operations initiatives, using performance data and feedback to make informed decisions and recommend adjustments for improved operational outcomes.
• Delegate responsibilities effectively to focus efforts on critical objectives.
• Foster a collaborative, open, and high-performing team culture and proactively work on people engagement metrics by fostering development, motivation, and job satisfaction.
• Manage talent lifecycle: recruitment, performance, development, and succession planning.
• Communicate strategic direction, performance goals, and initiatives clearly across all PCC levels.
• Work closely with stakeholders from the European region (customers, zones, functions, BUs) using lean and problem-solving approaches for any challenges that occur

Requirements:

• At least 8 years of total experience, including a few years of managing people. Experience in managing larger teams of 30+ employees across diverse zones and levels would be a plus
• Fluent in English (both verbal and written)
• Strong knowledge of service operations processes and compliance requirements.
• Excellent in stakeholder management across local and international teams. Cultural awareness when communicating with stakeholders from various countries is a must
• Strong analytical, problem-solving, and decision-making skills.
• Capable of navigating complex matrix environments and influencing them without direct authority.
• Expertise in project management, preferably with a global or regional scope using LEAN and continuous improvement methodologies (e.g., Problem Solving, Daily Management, Standard Work).
• Awareness of emerging technological innovations to enhance operational efficiency, with hands-on familiarity in AI solutions, Robotic Process Automation (RPA), and analytical tools—preferably BI platforms such as Power BI or Qlik.
• Proficiency in MS Office, process mapping tools (e.g., Visio, Miro), and service management platforms (e.g., Salesforce, ServiceNow) is a plus.
• Well-developed interpersonal skills at different levels, including strong managerial, conflict management skills, stress resistance, and ability to manage escalations
• Experience in leading transformation and strategic change initiatives with an E2E approach would be a plus

Our benefits:

• Annual bonus based on performance achieved  
• Private medical care with the option to extend it to family members 
• Life Insurance
• Company Car
• Benefit System cards  
• Discount for Philips’ products  
• Wide variety of trainings & learning opportunities, including LinkedIn Learning

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in person at least 3 days per week.

About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
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