Director, Enterprise Service Operations & Delivery

Job Title

Director, Enterprise Service Operations & Delivery

Job Description

Lead enterprise service delivery across North America by driving performance, governance, and customer experience at scale while coaching Service Delivery Managers (SDMs) to deliver consistent, compliant, and predictable outcomes that protect patient safety, meet contractual commitments, and strengthen long term partnerships with strategic healthcare customers.

Your role:

• Lead and develop Service Delivery Managers supporting enterprise accounts, driving accountability, service excellence, safety, and regulatory compliance.  Build a high-performance culture through strong leadership, succession planning, and manager effectiveness.
• Own service delivery outcomes for enterprise accounts by setting clear key performance indicators (KPIs), service level agreements (SLAs), and targets aligned to business and customer commitments.  Drive accountability through structured reviews while enabling teams to proactively resolve risks and maintain regulatory, quality, and safety standards (e.g. ISO, FDA, MDR).
• Serve as the senior escalation point and build trusted executive relationships to strengthen customer confidence.  Translate Voice of Customer (VoC) insights into actionable improvements and partner with commercial teams to drive retention, renewals, and growth.
• Set clear expectations and elevate capability of SDMs through coaching, performance management, and talent development.  Strengthen capabilities in analytics, communication, and decision-making while aligning workforce planning to demand.
• Partner across Sales, Product, Quality, Supply Chain, and Digital teams to align service delivery with enterprise strategy.  Leverage field insights to influence upstream decisions and ensure readiness for new product introductions across people, processes, and support models.
• Standardize governance models and performance processes while advancing adoption of analytics, digital tools, and automation to improve efficiency and outcomes.  Drive continuous improvement, risk management, cost-to-serve optimization, and scalable service delivery.

You're the right fit if:

• You’ve acquired 11+ years of experience in service delivery or service operations within a medical technology, healthcare, or other highly regulated industry.  Within your total years of experience, you must possess 5+ years of direct senior leadership experience managing managers in a complex cross-functional organization.
• Your skills include governing service performance for enterprise national/regional accounts, engaging senior executives with confidence, and ensuring delivery aligns with complex regulatory, quality, and compliance standards.
• You have a bachelor’s degree in Business, Engineering, Healthcare, Life Sciences, or another related field of study OR equivalent combination of education and above listed experience.  Master’s degree preferred.
• You have demonstrated strengths in senior leadership, performance governance, strategic execution, data‑driven decision making, and leading change through effective executive communication, supported by strong financial acumen and a track record of driving enterprise service transformations.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

• You must be able to:
  • Travel for business.  Approximately 50% national travel is required.  Occasional overnight stays and travel by air and/or train may be required.
  • Work in an office/home office and/or remote setting, as well as in a hospital/healthcare environment; adhere to requirements.
  • Lead/supervise others.

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. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is a field role.

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 improve the lives of others.

• Learn more about our business.
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