Service Delivery Operations Engineer

Philips Ultrasound is seeking an experienced Service Delivery Operations Engineer to bridge Architect and Product Management teams. This role involves translating service blueprints into scalable delivery processes, designing operational structures for new offerings, and managing Service Max (SAP) configuration on the PSA platform. The engineer will act as a regional Single Point of Contact for service activation, ensuring seamless transitions and operational efficiency throughout the service lifecycle. Key requirements include strong expertise in software operations, experience with PSA systems, and a solid understanding of M2O/O2C processes, LEAN methodologies, and regulatory compliance.

Must Have

• Translate service blueprints into scalable delivery processes.
• Design and implement operational structures for new service offerings.
• Execute detailed operational workflows and work instructions.
• Conduct test runs and pilot programs to validate processes.
• Deliver targeted training programs to operational staff.
• Calculate and optimize resource requirements for service scenarios.
• Guide integration of Market to Order (M2O) and Order to Cash (O2C) processes.
• Conduct capability gap analyses during process concept phases.
• Incorporate country-specific regulatory requirements into designs.
• Apply LEAN methodologies to streamline service operations.
• Mitigate risks related to service operations changes.
• Act as SPOC for regional end-to-end service activation.
• Configure and manage Service Max (SAP) on the PSA platform.
• Provide software operation and support for Field Service Operations.
• Engage in project-based work across various modalities.
• Minimum 8 years experience in service delivery operations.
• Strong expertise in software operations and support.
• Proven experience configuring Service Max (SAP) and PSA systems.
• Solid understanding of M2O and O2C processes.
• Familiarity with regulatory requirements across multiple countries.
• Strong background in LEAN methodologies.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple projects concurrently.
• Strong problem-solving skills.

Job Title

Service Delivery Operations Engineer

Job Description

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 8 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.

• Learn more about our business.

• Discover our rich and exciting history.

• 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 here.

About Us

At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life.

For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health.

Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success.

It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism.

To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.

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