Philips

Role Description Lead enterprise service delivery across North America by driving performance, governance, and customer experience at scale while coaching Service Delivery Managers (SDMs) to deliver consistent, compliant, and predictable outcomes that protect patient safety, meet contractual commitments, and strengthen long-term partnerships with strategic healthcare customers. - Lead and develop Service Delivery Managers supporting enterprise accounts, driving accountability, service excellence, safety, and regulatory compliance. - Build a high-performance culture through strong leadership, succession planning, and manager effectiveness. - Own service delivery outcomes for enterprise accounts by setting clear key performance indicators (KPIs), service level agreements (SLAs), and targets aligned to business and customer commitments. - Drive accountability through structured reviews while enabling teams to proactively resolve risks and maintain regulatory, quality, and safety standards (e.g. ISO, FDA, MDR). - Serve as the senior escalation point and build trusted executive relationships to strengthen customer confidence. - Translate Voice of Customer (VoC) insights into actionable improvements and partner with commercial teams to drive retention, renewals, and growth. - Set clear expectations and elevate capability of SDMs through coaching, performance management, and talent development. - Strengthen capabilities in analytics, communication, and decision-making while aligning workforce planning to demand. - Partner across Sales, Product, Quality, Supply Chain, and Digital teams to align service delivery with enterprise strategy. - Leverage field insights to influence upstream decisions and ensure readiness for new product introductions across people, processes, and support models. - Standardize governance models and performance processes while advancing adoption of analytics, digital tools, and automation to improve efficiency and outcomes. - Drive continuous improvement, risk management, cost-to-serve optimization, and scalable service delivery. Qualifications - 11+ years of experience in service delivery or service operations within a medical technology, healthcare, or other highly regulated industry. - 5+ years of direct senior leadership experience managing managers in a complex cross-functional organization. - Bachelor’s degree in Business, Engineering, Healthcare, Life Sciences, or another related field of study OR equivalent combination of education and experience. Master’s degree preferred. - Demonstrated strengths in senior leadership, performance governance, strategic execution, data-driven decision making, and leading change through effective executive communication. - Strong financial acumen and a track record of driving enterprise service transformations. Requirements - Must be able to travel for business (approximately 50% national travel required). - Occasional overnight stays and travel by air and/or train may be required. - Work in an office/home office and/or remote setting, as well as in a hospital/healthcare environment; adhere to requirements. - Lead/supervise others. Benefits - Annual pay range varies by location. - Includes company fleet/car, training, and advancement opportunities. - Participation in Philips Total Rewards benefits program, including generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement, and more. Company Description We are a health technology company built around the belief that every human matters, and we won't stop until everybody everywhere has access to quality healthcare.

• Provide high-quality remote technical support. • Analyze and resolve incidents on complex equipment. • Guide customers clearly and patiently. • Prioritize and manage requests received through multiple channels. • Work closely with expert teams.

• Generation of Order Intake (OIT) on the given territory regarding Enterprise Informatics business • Building long-term competitive advantage for Philips by effectively promoting solutions towards key decision makers • Provides structural and consultative support to KAMs and distributors • Plans, manages and collects market information to create an organic and sustainable growth plan • Support sales team efforts into saving patients’ lives through better diagnostic capacities • Participate in relevant internal training to keep knowledge up to date

• Provide remote technical support by analyzing and resolving incidents • Assist clients with clear, instructional guidance • Prioritize and manage requests from multiple channels • Work closely with expert teams

• Develops comprehensive study plans/protocols, ensuring adherence to ISO/FDA regulatory requirements • Supervises study sites and activities to ensure adherence to clinical study protocols • Conducts site assessments and on-site/remote monitoring • Ensures efficient organization and accessibility of study-specific materials/documentation • Provides support, training, and guidance to study sites and investigators • Monitors study progress and performance metrics • Drives the development and implementation of process improvements

• Generation of Order Intake (OIT) on the given territory regarding Enterprise Informatics business • Building long-term competitive advantage for Philips by promoting solutions towards key decision makers • Providing structural and consultative support to KAMs and distributors during pre-sales activities • Planning, managing and collecting market information to create an organic and sustainable growth plan • Participating in relevant internal training to keep knowledge up to date

• You will be responsible for coordinating and implementing activities required to provide application configuration, user training, product commercialization, trade show support, product demos, call escalation handling and system workflow integration. • Connect patients with hospitals, contributing to healthcare innovation and improving lives every day. • Provide essential applications consultation and workflow expertise for solutions installations across our install base. • Collaborate in project teams to configure clinical workflows and serve in a consultative role, ensuring smooth delivery and successful implementation of VUE PACS solutions. • Develop and execute training programs for clinical users; support the creation and execution of User Acceptance Testing (UAT) for the solution’s go-live. • Own the resolution of defects related to clinical UI and workflows, and mentor customers in system maintenance. • Document as-built workflows, facilitate handover to service support, and participate in developing new solutions and product functionalities.

• Drive new business development and sales growth across the South Zone territory • Identify, prospect, and secure Enterprise Informatics opportunities within healthcare systems and provider organizations • Build and execute strategic account plans while developing trusted relationships with stakeholders • Partner closely with Sales Specialists, Business Unit leaders, and cross-functional teams • Deliver tailored customer solutions and navigate complex sales cycles • Lead contract negotiations and manage software sales pipeline activity • Maintain accurate forecasting and opportunity tracking within Salesforce.com • Act as a strategic advisor to customers by understanding their operational and clinical challenges

• Lead projects for Radiology Informatics (RI), that are customer facing, to meet the project’s objectives and stakeholders’ expectations, and to create customer value. • Leading large-scale, cross‑functional projects (€1M+ budget). • Owning delivery across scope, timeline, budget, quality, resources, and risk. • Driving decision-making, managing risks/issues, and escalating with clear corrective actions. • Building strong relationships with customers and stakeholders up to senior leadership level. • Representing projects in steering committees and governance forums. • Leading and empowering diverse teams to deliver efficiently and effectively. • Ensuring adherence to standard delivery processes and high-quality customer experience. • Overseeing delivery to agreed scope, time, cost, and quality targets. • Managing subcontractors and partners, including complex contract environments. • Monitoring financial performance (KPIs, budgets, forecasts) and drive cost optimisation and continuous improvement.

• Enable improvement to the Order to Cash cycle for the Imaging/Connected Care/Ultrasound businesses • Collaborate cross-functionally to identify workforce needs and ensure resource availability • Lead order fulfillment and coordinate with supply chain teams for timely delivery • Optimize resource planning by allocating qualified personnel across regions • Drive productivity and growth through effective manpower utilization and process improvements • Ensure quality and compliance by validating staff qualifications