South US service leader

Philips; Nuevo León; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading health technology company in Mexico is seeking a South US Service Leader to oversee complex service delivery projects and manage key customer relationships. This role is integral for ensuring optimal service performance and alignment with customer objectives. Applicants should have at least 5 years of relevant experience and a degree in Healthcare or related fields. The position offers an office-based work environment requiring full-time presence.

Formación

• Minimum 5 years of experience with Bachelor's or Minimum 3 years of experience with Master's in Service Delivery Management or equivalent.

Responsabilidades

• Lead complex service delivery projects, coordinating teams to ensure timely services.
• Develop relationships with key customers to align service delivery with business needs.
• Oversee the service delivery lifecycle ensuring milestones are met.
• Analyze service performance data to implement strategic improvements.
• Manage service delivery risks and develop mitigation strategies.

Conocimientos

Regulatory Requirements

KPI Monitoring and Reporting

Data Analysis & Interpretation

Customer Service Software

Project Management

Stakeholder Management

Continuous Improvement

Service Operations

Customer Relationship Management (CRM) Software

Project Planning & Scheduling

Educación

Bachelor's / Master's Degree in Healthcare, Engineering, Business Administration or equivalent

Descripción del empleo

South US Service Leader

Job Responsibilities

• Leads complex service delivery projects, coordinating cross-functional teams and resources to ensure that services are delivered on time, within scope, and according to budgetary requirements.
• Develops and maintains strong relationships with key customers, acting as a trusted advisor to understand their evolving needs and ensuring that service delivery aligns with their business objectives.
• Applies specialized knowledge in breadth and/or depth to a variety of issues and projects within the team, ensuring effective solutions and innovative approaches to complex challenges.
• Works under limited supervision and broad guidelines, regularly applying independent judgment on matters of significance to drive project success and compliance.
• Analyzes service performance data to identify trends, optimize processes, and implement strategic improvements that enhance service efficiency, quality, and customer satisfaction.
• Oversees the end-to-end service delivery lifecycle, from project initiation and planning through to execution and post-delivery review, ensuring all milestones and deliverables are met.
• Manages service delivery risks by proactively identifying potential issues, developing mitigation strategies, and coordinating with internal teams to ensure continuous service improvement.
• Ensures that all service delivery activities comply with contractual obligations, industry regulations, and internal quality standards, maintaining a strong focus on operational excellence.
• Facilitates regular client meetings to review service performance, address concerns, and discuss opportunities for service enhancements, fostering a collaborative partnership with customers.
• Prepares and delivers detailed reports and presentations to senior management, providing insights into service delivery performance, challenges, and recommendations for future improvements.

Minimum Required Education

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

Minimum Required Experience

Minimum 5 years of experience with Bachelor's or Minimum 3 years of experience with Master's in areas such as Service Delivery Management, Customer Relationship Management in Medical Devices Industry or equivalent.

Preferred Skills

• Regulatory Requirements
• KPI Monitoring and Reporting
• Data Analysis & Interpretation
• Customer Service Software
• Project Management
• Stakeholder Management
• Continuous Improvement
• Service Operations
• Customer Relationship Management (CRM) Software
• Project Planning & Scheduling

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.

Indicate if this role is an office/field/onsite 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.