Service Delivery Manager
hace 5 meses
**Job Title**: Service Delivery Manager
Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.
But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.
The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever-evolving health and well-being needs.
**In this role, you have the opportunity to make life better**
Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.
**You are responsible for**
- Manage all aspects of customer service operations for Colombia.
- Lead operational teams to achieve business goals.
- Align activities of teams to support business strategy objectives and contribute to business financial commitments.
- Be responsible for customer satisfaction and relevant quality, legal, and compliance requirements.
- Utilize LEAN techniques to drive operational efficiency improvements at the business and department levels.
- Identify/develop talent and lead by example to promote a performance culture.
- Respond to escalation requests when receiving management escalations to address customer concerns, or create on demand account escalations in order to manage a customer holistically for 1 or more escalated cases
**You are a part of**
Service & Solutions Delivery team in **Colombia**, a key area where we strive to maximize our customer experience. We work with a continuous improvement mentality and team effort.
**To succeed in this role, you’ll need a customer-first attitude and the following**
- Engineer degree or similar
- 5 years of field experience or experience leading teams
- Analytical profile
- Proactivity
- Great stakeholder management
- Advanced English
**In return, we offer you**
Great opportunities for development and challenge your skills.
**How we work at Philips**
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart - which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home - for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.
Our hybrid working model is defined in 3 ways:
- We believe in the importance of impactful collaboration:_ There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.
- We embrace flexibility:_ Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams, and our customers on a case-by-case basis.
- We want to be at our best:_ The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.
**Why should you join Philips?**
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.
LI-PH1
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