Service Delivery Manager

Recognizing customer needs by managing escalations and ensuring that the delivered performance and services matches the customer needs.

Assuring that the delivered services are in line with the performance Service Level Agreements (SLA’s) as defined in the customer services contracts.

Assuring that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, escalation management and conflict resolution.

Structural customer visits and communication around operational issues to assure increasing levels of customer satisfaction.

Working with key account managers, project management, sales management to provide technical input in support of the Order Acquisition Process (OAP) and Order Realization process (ORP) Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution.

Coaching engineers and ensuring service execution according Philips procedures and processes when establishing a high performing team.

Determining Field Service Engineer training plans based on compliancy requirements and individual needs.

Be responsible for patient safety and relevant quality and compliance requirements.

Lead Service delivery team & professional engineers, in addition to the full alignment of all teams to support business strategy objectives and contribute to business financial commitments.

Utilize LEAN techniques to drive operational efficiency improvements at the business and department level.

Identify & develop talent and lead by example to promote a performance culture.