S&SD Leader - Latam

The Service Delivery Manager for Latam is responsible for overseeing the execution and strategic direction of the Service & Solution Delivery function, covering the entire PACS customer life cycle from implementation to life cycle services and customer support. This role leads cross-functional teams, manages client relationships, drives best practices, and ensures services align with business goals and customer requirements across multiple regions. The incumbent is also responsible for financial performance and strategic initiatives.

Must Have

• End-to-end responsibility for the entire customer life cycle from implementations to customer support across Latam.
• Lead the development and execution of advanced service delivery strategies for PACS implementation projects.
• Oversee end-to-end management of complex service delivery operations.
• Operate independently, contributing to objectives and principles for the business/region/function.
• Act as the key escalation point for critical service delivery issues.
• Drive continuous optimization of service delivery processes.
• Cultivate and manage executive-level relationships with key clients.
• Lead strategic initiatives to expand service capabilities.
• Ensure consistent application of service delivery best practices and methodologies.
• Prepare and deliver detailed reports and strategic recommendations to senior executives.
• Responsible for Sales revenue and IGM performance for the Latam region.
• Bachelor's / Master's Degree in Healthcare, Engineering, Business Administration or equivalent.
• Deep understanding in Service Delivery Management, Customer Relationship Management in Medical Devices Industry.
• Fluent in English and Spanish.
• Work in-person at least 3 days per week at Barueri-SP Philips office.

Good to Have

• Equivalent marketing experience for Latam.

Job Title

S&SD Leader - Latam

Job Description

The Service Delivery Manager for Latam is responsible for overseeing the execution and strategic direction of the Service & Solution Delivery function in Latam. In this capacity the incumbent would be responsible for the entire PACS customer life cycle from implementation to life cycle services to Customer support. The role will be responsible for Implementations, service delivery operations and cross life cycle transformational initiatives across multiple regions, ensuring that services are aligned with business goals and customer requirements. The role leads cross-functional teams in the execution of complex service delivery projects, managing high-profile client relationships, and driving the adoption of best practices in service delivery. The role develops and implements service delivery frameworks, monitors financial performance, and ensures that services are delivered efficiently and effectively across all regions.

Your role:

• End to end responsible for the entire customer life cycle from implementations to customer support. Finally responsible for all S&SD success KPIs across Latam.
• Leads the development and execution of advanced service delivery strategies for PACS implementation projects, ensuring alignment with the organization’s long-term objectives and delivering exceptional customer value across multiple regions.
• Oversees the end-to-end management of complex service delivery operations, coordinating with cross-functional teams and global stakeholders to ensure the timely and cost-effective execution of services that exceed client expectations.
• Operates independently; contributes to the development of objectives and principles for a business and/or region and/or function, fostering creative and effective approaches to goal attainment.
• Provides guidance, mentorship, and support to junior professionals, nurtures their professional development, and facilitates collaboration and knowledge sharing across the team.
• Acts as the key escalation point for critical service delivery issues, providing strategic guidance and intervention to resolve challenges, mitigate risks, and ensure the successful completion of service commitments.
• Drives the continuous optimization of service delivery processes, leveraging data analytics, industry best practices, and emerging technologies to enhance operational efficiency, service quality, and customer satisfaction.
• Cultivates and manages executive-level relationships with key clients, understanding their evolving business needs and aligning service delivery strategies to support their long-term goals and objectives.
• Leads strategic initiatives to expand service capabilities, including the introduction of new service offerings, the integration of advanced technologies, and the exploration of new market opportunities.
• Ensures the consistent application of service delivery best practices and methodologies across all projects, driving a culture of excellence, accountability, and continuous improvement throughout the service delivery teams.
• Prepares and delivers detailed reports, insights, and strategic recommendations on service delivery performance to senior executives, contributing to high-level decision-making and the formulation of future service strategies.
• Responsible for Sales revenue and IGM performance for the Latam region.

You're the right fit if:

You have a Bachelor's / Master's Degree in Healthcare, Engineering, Business Administration or equivalent.

Have a deep understanding in areas such as Service Delivery Management, Customer Relationship Management in Medical Devices Industry or equivalent marketing experience for Latam.

Fluent in English and Spanish (mandatory)

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 at Barueri-SP Philips office.

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.