Service & Solutions Delivery Leader Anz

4 days ago

Sydney, Australia Philips Full time

**Job Title**: Service & Solutions Delivery Leader ANZ

Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2025. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems.

**Your role**:
As the Service & Solutions Delivery Leader for ANZ, you'll assume responsibility for optimizing Service Delivery performance by leading the overall capabilities within Service and Solutions Delivery. Your role encompasses providing strategic leadership and direction to ensure the delivery of excellent customer experiences whilst upholding high quality and compliance standards.

Located in North Ryde, you'll report directly to the Head of Service & Solution Delivery APAC, with a dotted line reporting to the Country Leader ANZ. Your success in this position will be measured by achieving financial business targets, enhancing customer satisfaction metrics, and fostering strong employee engagement.

**Your responsible for**:

- Leading the strategic and operational activities related to delivery capabilities which includes: field and remote services, professional and project management and related operations across Australia and New Zealand.
- Drive a culture of performance and collaboration, provide leadership to create the culture changes required to ensure the organization is competitively positioned.
- Deliver financial goals in Equipment and Service revenue as well as drive profitable growth; gross margin focus with operational excellence across all Services. Accountable for services sales to drive optimal value throughout the service lifecycle.
- Oversees all facets of customer service and retention during customer lifecycle - driving optimal Customer Experience (NPS), against contractually agreed customer service levels.
- Ensure overall high level of talent and engagement - identify capability gaps and address via strategic workforce planning, including selection, development and performance management.
- Accountable for driving continuous improvements in employee experience and engagement.
- Work closely together with the APAC Zone Services leadership team and Business Leaders to identify and execute best practices and improve the delivery of preventative maintenance services and service contracts.
- Manage, develop, and maintain a highly technical organization to install and service Philips products while improving customer satisfaction.
- Build digital and remote capabilities to enhance customer experience; drive more remote services capabilities to service customers and enhance customer response services.

**You’re the right fit if**:

- Have extensive experience leading Service and Solutions Delivery, with a strong commercial background, preferably within the Healthcare industry.
- Demonstrated expertise in project management and delivery of complex projects.
- Possess strong commercial acumen and senior leadership skills, proven in developing individuals and teams to enhance business performance.
- Bring a customer-focused mindset, with a deep understanding of customer experience principles and a broad knowledge of current trends and opportunities in services and solution delivery, especially within the healthcare sector.
- Excel in interpersonal skills, adept at building and maintaining strong relationships across diverse stakeholders within a matrix environment.

**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.
- We’re living this commitment through our Reconciliation Action Plan and employee-led resource groups, and we encourage people from all backgrounds, including Aboriginal and Torres Strait Islander, Māori and Pacific Peoples, to apply. _

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