Director, Enterprise Service Operations & Delivery

📋 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 and meet contractual commitments.
• • Own service delivery outcomes for enterprise accounts by establishing and monitoring key performance indicators (KPIs), service level agreements (SLAs), and targets aligned to business and customer commitments, ensuring adherence to regulatory, quality, and safety standards including ISO, FDA, and MDR.
• • Serve as the senior escalation point for enterprise customers, building trusted executive relationships to strengthen customer confidence and translate Voice of Customer (VoC) insights into actionable service improvements.
• • Lead, develop, and hold accountable a team of Service Delivery Managers, fostering a high-performance culture through leadership, succession planning, manager effectiveness, and talent development focused on analytics, communication, and decision-making.
• • Partner cross-functionally with Sales, Product, Quality, Supply Chain, and Digital teams to align service delivery strategy with enterprise goals, leveraging field insights to influence upstream decisions and ensure readiness for new product introductions.
• • Standardize governance models and performance processes across service delivery operations, advancing adoption of analytics, digital tools, and automation to improve efficiency, reduce cost-to-serve, and enable scalable service delivery.
• • Drive continuous improvement initiatives focused on risk management, operational excellence, and compliance, ensuring all service delivery activities maintain regulatory and patient safety standards.
• • Enable workforce planning aligned with service demand, ensuring adequate capacity and capability to meet enterprise account needs while supporting long-term customer retention, renewals, and growth.
• • Operate in a field role requiring travel to customer sites, including hospitals and healthcare environments, while adhering to all safety and compliance protocols.
• • Maintain a hybrid work model with approximately 50% national travel required, including occasional overnight stays and travel by air or train; work may occur in office, home office, or remote settings.
• • Ensure all service delivery operations comply with Philips’ physical, cognitive, and environmental job requirements, with or without accommodation.
• • Collaborate with commercial teams to strengthen long-term partnerships with strategic healthcare customers through service excellence and proactive risk resolution.
• • Champion the adoption of standardized performance processes and digital tools to enhance transparency, accountability, and operational efficiency across enterprise service delivery networks.
• • Elevate team capabilities through coaching, performance management, and development programs focused on strategic execution, data-driven decision-making, and executive communication.
• • Align service delivery strategy with enterprise-wide initiatives to ensure seamless integration of new products, processes, and support models across geographies and customer segments.