Lead Process Engineer - ITSM (Service Operation)

Job Title

Lead Process Engineer - ITSM (Service Operation)

Job Description

Job Description : CG 70 Process Engineer

Our customers are increasingly looking for a solution to their most pressing challenges. To keep making the difference across the health continuum, Philips needs to move from selling products in a 'transactional' manner to also providing solutions that enable high quality, value-based healthcare.

The IS&AI team will equip businesses, markets and functions with process and capabilities to develop, market, sell and deliver solutions to solve the needs of our customers, ensuring consistency, scalability and industry best practices. This strategic program will be a step-change in the value we are able to deliver to our customers

You are a part of the Intelligent Systems & AI organization. Closely collaborating with business, markets and transformation teams part of Accelerate! Program, driving sustainable improvement of software supply chain, operations, pricing, sales, delivery & install base management capabilities across Philips.

In this role, you have the opportunity to make your contribution to the solutions transformation in Philips. As an ITSM Business Capability Expert, you have a broad audience in the business and markets organization with a specific focus on Software Delivery & Service enablement. You will contribute to standardization and scalability of software supply chain, SW Service & operations, delivery, entitlement mgmt., install base management processes. Deliverables include Process design, feature detailing, business alignment, scrum engagements, development oversight, supporting business onboarding, supporting adoption, QMS adoption, training end-users etc.

You are responsible for

• Process Design & Optimization

• Analyze, design, and optimize service and operations processes aligned with ITIL and ITSM best practices.
• Ensure alignment with the underpinning IT applications including relevant process performance metrics & KPI’s and compliance requirements and controls.
• Identify automation opportunities and implement AI-driven solutions for incident, problem, and change management etc.

• Service Management & Governance

• Ensure compliance with ITSM standards and governance frameworks.
• Monitor KPIs and SLAs to drive continuous improvement in service delivery.

• AI & Automation Enablement

• Collaborate with technology teams to integrate AI/ML solutions into service workflows (e.g., predictive analytics, chatbots, intelligent ticket routing).
• Evaluate emerging technologies and recommend innovative solutions for operational efficiency.
• Experience with Process Mining, Process dashboards etc. will be an advantage.

• Collaboration & Stakeholder Engagement

• Work closely with business and IT stakeholders to understand requirements and deliver process improvements.
• Conduct workshops and training sessions on ITSM capabilities and AI-enabled processes.
• Collaborate with the other BCE/BPEs for cross functional requirement
• Being a change agent by clarifying the impact of the new ways of working including process mining, KPI performance management, adoption traceability etc.
• Collaborating with Philips University or other parties to support in learning curricula for the stakeholders identified.
• Building and maintaining communities of practice in your respective domain and ensuring that people competencies and capabilities are in place to execute the standard solutions in their process domains and identify opportunities for improvement.
• curate performance impact tracking & reporting, with reference to internal/external benchmarks and relevant targets.

To succeed in this role, you should have the following skills and experience

• Minimum 12 + years industry experience with university degree desirable in Business, Engineering, Computer Science, or other related field or equivalent combination of academic and work experience
• Experience in ITIL/ITSM/ITOM with certification, Software Service and Customer Operations, Install base mgmt. in global and multicultural setting, in combination with E2E process knowhow, technology-based solution mindset.
• Expert knowledge and hands-on experience in servicenow, BMC, servicemax, MS Dynamics etc. or similar customer service platforms are a must.
• Full end-to-end multi-modal service support setup and operation knowledge.
• Must have experience in asset and configuration management and Install base mgmt.
• Quality and regulatory requirements understanding
• Professional demeanor and strong communications skills
• Excellent leadership skills with the ability to influence other senior colleagues
• Fluent in English, verbal and written

#HealthcareInformatics #LI

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.
Indicate if this role is an office/field/onsite 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 the lives of others.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.