Service Delivery Operations Engineer

Service Delivery Operations Engineer

Philips Ultrasound solutions connect technology, clinicians, and patients to empower patient-focused care and elevate the healthcare experience. Our comprehensive portfolio — ranging from ultra-mobile handheld devices to premium cart-based systems — is designed to empower clinical confidence, with innovations that enhance imaging accuracy and performance. We're committed to designing sustainable solutions for reliability, scalability, and ease-of-use. Paired with shared architecture and comprehensive service programs, our solutions deliver lifetime value to you and your patients.

We are seeking an experienced Service Delivery Operations Engineer to serve as the vital link between the Architect and Product Management teams within Philips Ultrasound. This role focuses on translating service blueprints into scalable, efficient service delivery processes aligned with the entire service lifecycle—from initial customer engagement to retirement. The incumbent will manage Service Max (SAP) configuration on the PSA platform and act as the Single Point of Contact (SPOC) for the region, ensuring seamless service activation and offering.

Your role:

• Translate service blueprints into actionable, scalable service delivery processes ensuring alignment with the full-service lifecycle, working under limited supervision.
• Design and implement operational structures tailored to new service offerings, collaborating closely with service architects and interaction design teams to optimize for growth and operational efficiency.
• Execute detailed operational workflows and work instructions based on service interaction designs to enhance service delivery and meet operational goals.
• Conduct test runs and pilot programs to validate the scalability and effectiveness of designed processes, making adjustments based on outcomes.
• Deliver targeted training programs to operational staff, both customer-facing and back-office, ensuring preparedness across all scenarios.
• Calculate and optimize resource requirements for various designs and service scenarios to align with performance goals.
• Guide integration and adaptation of Market to Order (M2O) and Order to Cash (O2C) processes, ensuring seamless transitions without disrupting existing operations.
• Conduct capability gap analyses during process concept phases to identify enhancements required for supporting new services.
• Incorporate country-specific regulatory requirements into service designs and processes to ensure compliance across regions.
• Apply LEAN methodologies to streamline service operations, improving efficiency and reducing complexity.
• Mitigate risks related to service operations changes, ensuring compliance with Philips' security policies and maintaining a secure service environment.
• Act as the SPOC for the region to oversee end-to-end service activation and offering.
• Configure and manage Service Max (SAP) on the PSA platform to support operational needs.
• Provide software operation and support primarily for Field Service Operations, PDLM (Product Data Lifecycle Management), and PLI (Product Lifecycle Innovation).
• Engage in project-based work (~40% of the time), contributing to various modalities within Philips.

You're the right fit if:

• Minimum 15 years of experience in service delivery operations, with strong expertise in software operations and support.
• Proven experience configuring Service Max (SAP) and working within PSA systems.
• Demonstrated ability to work cross-functionally with architects, product management, and regional stakeholders.
• Solid understanding of M2O and O2C processes and their integration within service operations.
• Familiarity with regulatory requirements across multiple countries and applying compliance in operational processes.
• Strong background in LEAN methodologies and continuous improvement in service operations.
• Excellent communication and stakeholder management skills, capable of acting as a SPOC for diverse teams.
• Ability to manage multiple projects concurrently with strong problem-solving skills.

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 an office-based 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.