Service Manager

Job Title

Service Manager

Job Description

The Service Manager is responsible for managing complex service delivery operations, overseeing the execution of service plans, and ensuring that services meet or exceed client expectations. The role coordinates with internal teams to resolve service issues, driving continuous improvement initiatives, and maintaining high levels of customer satisfaction. The role analyzes service delivery metrics, identifies trends and opportunities for optimization, and implements strategies to enhance service efficiency and effectiveness.

Your Role:

• Leads complex service delivery projects, coordinating cross-functional teams and resources to ensure that services are delivered on time, within scope, and according to budgetary requirements.

• Service Manager leads the Field Service engineers and actively supports their growth within the organization.

• Develops and maintains strong relationships with key customers, acting as a trusted advisor to understand their evolving needs and ensuring that service delivery aligns with their business objectives.

• Applies specialized knowledge in breadth and/or depth to a variety of issues and projects within the team, ensuring effective solutions and innovative approaches to complex challenges.

• Works under limited supervision and broad guidelines, regularly applying independent judgment on matters of significance to drive project success and compliance.

• Analyzes service performance data to identify trends, optimize processes, and implement strategic improvements that enhance service efficiency, quality, and customer satisfaction.

• Oversees the end-to-end service delivery lifecycle, from project initiation and planning through to execution and post-delivery review, ensuring all milestones and deliverables are met.

• Manages service delivery risks by proactively identifying potential issues, developing mitigation strategies, and coordinating with internal teams to ensure continuous service improvement.

• Ensures that all service delivery activities comply with contractual obligations, industry regulations, and internal quality standards, maintaining a strong focus on operational excellence.

• Facilitates regular client meetings to review service performance, address concerns, and discuss opportunities for service enhancements, fostering a collaborative partnership with customers.

• Prepares and delivers detailed reports and presentations to senior management, providing insights into service delivery performance, challenges, and recommendations for future improvements.

You are the right fit if:

• Bachelor's / master’s degree in healthcare, Engineering, Business Administration or equivalent.

• Minimum 7 years of experience within Service Delivery -Management or Customer Relationship Management in Medical Devices Industry or equivalent.

• Minimum 5 years of experience in MR /CT modality

• Experience with customer service management/biomedical with team leading experience.Customer focused & High Commitment to patient safety and quality.Role model (Responsive, High discipline, agile and have high consistency in delivering results).

• Have the skills, ability to lead, inspire & develop high talented professional team members, and being open to feedback for driving results and fostering team engagement & positive performance culture.

• Have excellent analytical skills to solve problems and to make decisions on spot, as well as being able to articulate complex procedures by thinking laterally and offer creative solutions.

• Fluency in English, verbal and written in addition to local language.

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 role 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 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.

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