Service Excellence & Delivery Leader

Job Title

Service Excellence & Delivery Leader

Job Description

The Service Excellence & Delivery Leader is responsible for defining and leading the service delivery strategy, driving transformational initiatives that enhance customer experience and operational efficiency across the International Region. The role provides executive oversight of all service delivery functions, ensuring that high-impact projects are executed with precision, and establishes strategic relationships with key clients and stakeholders. The role manages the global service delivery budget, monitors key performance indicators (KPIs), and drives talent management and leadership development within the service delivery organization.

Your role:

• Responsible for streamlining and standardizing processes and ways of working within NAR S&SD through standard work.

• Overseeing the performance of the NAR services and solutions delivery strategies, making strategic decisions on resource allocation, organizational structure, and process optimization to sustain competitive advantage and achieve long-term success.

• Driving a performance culture, empowering the local teams by providing guidance and tooling (daily management, problem solving) to steer outcomes based on facts and figures (KPI’s), and promoting continuous improvement initiatives that elevate service standards and exceed customer expectations.

• Cultivating a global culture of innovation, engagement and operational excellence within the services and solutions delivery leaders by identifying capability gaps and working on initiatives to close them, fostering a high-performance culture.  

• Building and maintaining the program managers organization and defining the interfaces with other functions.

• Defining the portfolio of programs/projects and the NAR goals in consultation with management and relevant stakeholders (e.g. integration of new businesses, implementation of new platforms).

• Lead delivery of installations and service by driving performance of CPMs and FSE/RSE organizations in Zones

• NAR LSPs and Solutions delivery performance management, including financial, operational performance, productivity and solution delivery performance.

• Structural LSPs and Solutions delivery improvement programs, including processes, tooling and other areas identified.

• Defining MVS strategy and being responsible for MVS performance.

• Lead with an enterprise mindset

• Deliver strategies and models that elevate overall delivery and customer experience with an enterprise approach and with a proactive delivery model

• Build an organization that acts as the relationship manager between customer and Philips with a lockstep relationship with commercial counterparts.

You are part of:

Service Excellence & Delivery Leader NAR will report to the NAR S&SD Leader and will manage a team of enterprise service program and delivery managers.

KPIs:
o    Equipment Sales - Installations
o    Professional Services growth
o    LSPs & Solutions profitability
o    NPS
o    Project within budget
o    Project completion on time
o    Milestone adherence
o    PES
o    Service SLAs
 

You're the right fit if:

• 10+ years of work experience in the relevant area.

• Proven skills and work experience in Services and Solutions delivery environment, in North American market setting.

• You have a bachelor's or masters' degree

• Broad understanding of full range of business processes, challenges, opportunities and internal/external trends in services and solution delivery.

• Proven senior leadership experience, ideally across different countries/markets.

• Ideally in-depth experience in the Health Systems industry.

• Ability to build and nurture effective relationships within the matrix by developing strong cooperation with peers within the market, cross business, and cross function

• Bringing people together and aligning them around common goals; leverages the power of Philips independent from organizational structures and reports; take ownership per agreed Philips Business System Framework.

• Leads, coaches, directs, and motivates the team towards a common goal, encourage diversity.

• Customer intimacy: driven by a strong external focus understanding the industry and market dynamics.

• Problem Solving skills. Able to find solutions to difficult or complex issues. As a LEAN Leader drives continuous improvement via applying LEAN methodology.

• Results oriented: take perso