Service Knowledge Standards Leader

Philips; Best; On-site; EUR 93,000 - 155,000; Full time

Benefits offered by this job

Hybrid working

Paid time-off

Health and wellbeing benefits

Learning and development opportunities

Job summary

Philips is seeking a Service Knowledge Standards Leader to minimize patient workflow disruption by maximizing uptime through expert knowledge and optimized service frameworks. You will lead a team of knowledge experts, transform monolithic manuals into topic-based content, and leverage AI to deliver the right information to the right people at the right time.

This role requires collaborating with market service leadership, field service engineers, and education managers, while working onsite

Qualifications

• Bachelor’s or Master’s degree required in a relevant field; certifications preferred (e.g., KMI, PMP).
• Minimum 8 years of experience in Service Delivery or equivalent.
• Deep expertise in knowledge management, content governance, and standardization in regulated environments.
• At least 2 years in leadership roles with global stakeholder influence.
• Experience with enterprise knowledge management tools and methodologies.
• Knowledge of industry tooling (InCenter, Windchill/Arbortext, XMetal/ST4, Acrolinx, Akami, PoolParty).
• Strong strategic, analytical, and business acumen with data-driven decision making.
• Experience leading transformational initiatives including AI adoption.

Responsibilities

• Act as trusted advisor for service knowledge while ensuring quality, legal, and compliance.
• Lead evolution of manuals into topic-based content; leverage AI for right information delivery.
• Manage and mentor a team of knowledge experts; promote visibility via SharePoint and stakeholder interfaces.
• Collaborate with market service leadership, field engineers, and education teams.
• Create a vision for knowledge evolution and incorporate new tech advancements.
• Manage stakeholder expectations with roadmaps, timelines, risks, dependencies, and resources.

Skills

Knowledge management

Content governance

Leadership

Stakeholder management

Strategic thinking

Communication

Project management

AI awareness

Education

Bachelor's or Master's degree in Health Science/Engineering/Architecture/Business Administration/Education

KMI, PMP certifications

Tools

InCenter

Windchill/Arbortext

XMetal/ST4

Acrolinx

Akami

PoolParty

Job description

Job Description

In this role you will minimize patient workflow interruption by maximizing uptime through shared expertise and optimized operational service frameworks. This enables prompt service for our customers to ensure their patients receive the best possible care. The role includes acting as a leader, consultant, and knowledge ecosystem subject matter expert in cooperation with leadership of businesses and regions to drive a topic-based, structured content approach to achieve improved consistency, clarity, reuse, and compliance for manuals and education.

Job Title

Service Knowledge Standards Leader

Job Description

In this role you will minimize patient workflow interruption by maximizing uptime through shared expertise and optimized operational service frameworks. This enables prompt service for our customers to ensure their patients receive the best possible care. The role includes acting as a leader, consultant, and knowledge ecosystem subject matter expert in cooperation with leadership of businesses and regions to drive a topic-based, structured content approach to achieve improved consistency, clarity, reuse, and compliance for manuals and education.

Your Role

• Act as a trusted advisor in the area of service knowledge, while ensuring relevant quality, legal, and compliance requirements are met.
• Enable, lead, and manage the evolution of monolithic service manuals into topic-based content, including leveraging artificial intelligence to get the right information to the right people at the right time.
• Lead a team of knowledge experts, while developing talent and creating visibility to their work via online forums (e.g. SharePoint) and regular interfaces with relevant internal stakeholders.
• Collaborate with internal colleagues, such as market service leadership, field service engineers, business service innovation teams, business service education managers, and business service leaders to achieve project demands.
• Create a vision and strategy for how knowledge will evolve within the company, while ensuring technological advancements are considered and incorporated.
• Manage stakeholder expectations via regular contact and detailed roadmaps, which should include timelines, milestones, risks, dependencies, and resources required.
• Develop close working relationships with internal stakeholders to maximize enterprise service efficiency, effectiveness, and consistency by promoting adoption of existing, as well as innovative best practices to enable businesses, regions, and functions in driving tactical problem-solving for customers, while identifying opportunities for continuous improvement.

Willingness to travel if/when business requires (

You're The Right Fit If You Have

• Bachelor's or Master's degree in Health Science, Architecture, Engineering, Business Administration, Education or equivalent, with relevant certifications (e.g., KMI, PMP) preferred.
• Minimum 8 years of experience in Service Delivery or equivalent.
• Deep expertise in knowledge management, content governance, and standardization, ideally within a regulated industry environment.
• Minimum 2 years of experience in leadership roles, including developing high-performing teams, driving change, and influencing stakeholders across a global organization.
• Experience with enterprise knowledge management tools and methodologies.
• Knowledge of InCenter, Windchill/Arbortext, XMetal/ST4, Acrolinx, Akami, and/or PoolParty tooling.
• Strong strategic, analytical, and business acumen, with the ability to translate end-user needs and data-driven insights into enterprise-wide solutions and executive-level business cases.
• Experience leading transformational initiatives, including process improvement, standard implementation, and adoption of emerging technologies, such as artificial intelligence.
• Excellent communication, collaboration, and stakeholder management skills, with the ability to engage audiences ranging from individual contributors to senior executives.
• Strong organizational and project management capabilities, including the ability to balance multiple priorities, manage ambiguity, and deliver results with limited supervision.
• Excellent verbal and written communication skills (fluent in English, second language is beneficial).

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.

Compensation & Benefits

Doing meaningful work should come with fair, transparent rewards. The base salary range for this role is €93,049–€155,081. We determine pay within the range using objective factors, like the skills the role requires, your relevant experience and the responsibility you'll have in this role, alongside internal equity and local market considerations. This role is eligible for 6% short term incentive with your rewards linked to both individual performance and company results. We’ll share the full approach with you during the interview process, so you can make a clear, informed decision. Benefits include hybrid working, paid time-off, health and wellbeing benefits, learning and development opportunities.

About Philips

Are you ready to do the work of your life to help the lives of others? Learn more about our business, discover our rich and exciting history and learn more about our purpose.

Learn more about our culture of impact with care.