Service Operations Performance Manager

Job Title

Service Operations Performance Manager

Job Description

Drive the Time To System Up program for BU IGT-S (Image Guided Therapy) Services & Solutions in order to optimize system availability and realize delivery process efficiencies as foundation for our overall customer satisfaction and cost effectiveness.

As the Service Operations Performance Manager you are responsible to drive digitization of and operational excellence in the service delivery process. You drive embedment and operationalization of our agentic AI solutions and drive process adherence to our standard AI model line accordingly. In doing so, you will drive solution development to enhance the customer experience journey (e.g. strategize call intake, etc) as well as deployment, with accountability of the delivery process execution, performance (and the related costs) and the related (corrective) action planning.

Your role:

• Digitization of our service delivery model through a.o. AI, automation, etc.

• Prioritizing AI solutions development and backlog to enhance the customer journey – through strategizing and impact justification along the delivery process steps and efficacy.

• Deployment, process embedment of AI solutions - as part of the AI model line - in the markets and regions and ensuring their adherence to the new standard.

• Securing MCOS impact of the realized efficiencies, through optimized workforce management, target setting and activation.

• Driving optimal workforce utilization in line with the AI model line.

• Leading the development, implementation and adoption of (Strategic) Workforce Management solutions and governance, supported by playbooks and process embedding.

You're the right fit if:

• Preferably a MSc., in a technical or service/business management domain.

• 5-10 years experience in continuous improvement, (service) ops excellence or service delivery management role.

• Strong experience in complex transformation programs in international businesses.

• Solutioning and implementation of AI applications in complex landscapes.

• Self-starting mentality, structured, analytically strong and results driven.

• Strong communication, stakeholder management and change management skills.

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

• Willingness to travel up to approx. 10%.

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.
• 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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