Services and Solutions Delivery Team Leader

Job Description

The Services and Solutions Delivery Team Leader is responsible for ensuring the effective and efficient delivery of services to clients, working closely with cross-functional teams to align service delivery with customer needs and business objectives. The role monitors service performance, identifying areas for improvement, and implementing solutions to enhance service quality and operational efficiency. The role supports the development of service delivery plans, manages client relationships, and ensures compliance with relevant standards and policies.

Your role:

• Ensures the timely and efficient delivery of services by coordinating with cross-functional teams, monitoring project timelines, and addressing any issues that may impact service delivery.
• Collaborates closely with customers and internal stakeholders to understand service requirements, ensuring that all deliverables align with customer expectations and contractual obligations.
• Develops professional expertise and applies comprehensive knowledge of company products and services to effectively address challenges and opportunities.
• Works under general supervision and established processes, utilizing independent judgment to navigate and adhere to operational policies, ensuring compliance and optimal performance.
• Maintains detailed documentation of service activities, including project plans, status reports, and issue logs, to ensure transparency and facilitate continuous improvement in service delivery processes.
• Monitors and analyzes key performance indicators (KPIs) to assess the effectiveness of service delivery, identifying areas for improvement and implementing corrective actions as necessary.
• Acts as the primary point of contact for customers during the service delivery process, providing regular updates, addressing concerns, and ensuring high levels of customer satisfaction.
• Manages service delivery escalations by quickly identifying root causes and working with relevant teams to resolve issues, minimizing impact on customer operations.
• Contributes to the development and refinement of service delivery processes and best practices, sharing insights and recommendations with team members to enhance overall service quality.
• Ensures compliance with company policies, industry regulations, and quality standards throughout the service delivery process, proactively identifying and mitigating potential risks.

You're the right fit if:

• Bachelor's / Master's Degree in Healthcare, Engineering, Business Administration or equivalent.
• Minimum 2 years of experience with Bachelor's in areas such as Service Delivery Management, Customer Relationship Management in Medical Devices Industry or equivalent OR no prior experience required with Master's Degree.
• Experience in understanding Regulatory Requirements, KPI Monitoring and Reporting & Data Analysis & Interpretation
• Experience with Customer Service Software, Project Management & Stakeholder Management
• Experienced in Service Operations, Customer Relationship Management (CRM) Software & Project Planning & Scheduling

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 position is an office based role in Lodz.

About Philips
Are you ready to do the work of your life to help the lives of others? Learn more about our business, discover our rich and exciting history and 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.