We welcome you to join Philips Services and Solutions as a Remote Services Deployment Manager in our Alpharetta, Georgia location.
As the Remote Services Deployment Manager, you will lead projects in the domain of remote services as part of the service best practice factory and drive operational excellence in service delivery performance, across markets and businesses.
You will make an impact on our service and solutions strategic ambition, driving cost productivity and customer experience, with the opportunity to work with a variety of leadership across the global Health Systems organization.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
Company relocation benefits will not be provided for this position. Candidates need to live within commuting distance to the Alpharetta office.
You are responsible for
Project management within service delivery: drive operational excellence and cost productivity by owning the remote best practice and deploy in markets sustainably driving business performance (True Reachability, Remote Resolution, First Visit Fix, First Time Right, Time To System Up, Remote plan available, Remote Plan Adherence, Remote Workspot Usage)
Develop and own playbook for remote best practice deployment – Global standard work and standardize requirements into service BPO organization and standard infrastructure
Setup Daily Management in markets to sustain remote best practice usage and continuously improve this practice and related business performance (TR, RR, FVF, FTR, TTSU, remote plan available, remote workspot usage, standard process adherence)
Deploy best practice initiatives within the markets, co-create optimal solutions, and implement until desired results are realized
Work with a variety of stakeholders across markets, businesses and function, create buy-in for market specific BP deployment plan
Utilize data analytics to support improvements – and leverage business transformation support (LEAN deployment)
Manage as project manager projects that lead to tangible improvement in main operational service performance indicators (labor, material consumption, customer experience)
Formulate the project plan, in accordance with goals and timing set by project steering team and sponsors; specifies the resourcing required, anticipated costs, performs risk assessment and adheres to set quality standards
Control the project budget (business case), project progress, and report out to steering team (escalation, support)
Collect global best practices (inside/outside) – capture in best practice catalogue (scalable, repeatable)
You are a part of
The Services delivery performance team, within the O2C/Operations group of global Services and Solutions. Due to the focus on deploying remote best practices, you work closely together with the remote service O2C team. The service delivery performance team is responsible for driving global services delivery performance, based on analytical capabilities, understanding of customer and market service delivery requirements, and rapid deployment of internal and external best practices.
We act in a dynamic environment of collaboration with markets, business and functions, where we apply operational excellence to lead to visible change and results for our markets, and continued value to our customers. You will be based out of the Netherlands and working mostly within the global International markets.
To succeed in this role, you should have the following skills and experience
Bachelor’s degree, MBA
5+ years’ experience in global, multicultural environment
Strong track record and knowledgeable in the domain of remote service
Experience in customer service, performance management (operational excellence), project management (PMP certification pre)
Collaborative skills and proven stakeholder management skills
Experience working across different markets and businesses with different seniority levels
Experience working with leadership
Change management experience - LEAN certified
In return, we offer you
We offer you the opportunity to grow within the organization and Philips – develop strong partnerships across Procurement, Head of Manufacturing, Q&R, Business Unit’s, and Group Functions on various projects and initiatives to drive our products to our customers and be a part of saving people’s lives every day.