Service Knowledge Standards Leader

Philips International; Netherlands; Hybrid; 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 interruptions by maximizing uptime through shared expertise and optimized service frameworks. You will act as a leader, consultant and SME, driving a topic-based content approach across businesses and regions to improve manuals, education and compliance.

The role demands over 8 years in service delivery with deep knowledge management, governance, and standardization in regulated settings. You will travel <=20% and collaborate with cross-functional teams to deliver enterprise-wide solutions.

Qualifications

• Bachelor's or Master's degree in Health Science, Architecture, Engineering, Business Administration, Education or equivalent.
• Certifications such as KMI and PMP are preferred.
• Minimum 8 years in Service Delivery or equivalent.

Responsibilities

• Act as trusted advisor in service knowledge, ensuring quality, legal, and compliance.
• Lead evolution of knowledge manuals into topic-based content, leveraging AI.
• Direct a team of knowledge experts and engage stakeholders.
• Collaborate with market service leadership and engineers to meet project demands.
• Develop vision and strategy for knowledge evolution within Philips.
• Manage stakeholder expectations with roadmaps, timelines and risks.
• Promote adoption of best practices to improve enterprise service efficiency and consistency.

Skills

Health sciences

Architecture

Engineering

Business administration

Education

PMP

KMI

Education

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

Certifications: KMI, PMP

Tools

InCenter

Windchill/Arbortext

XMetal/ST4

Acrolinx

Akami

PoolParty

Job description

Job Title: Service Knowledge Standards Leader

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.

Responsibilities

• 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.

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).
• Willingness to travel if/when business requires (<20%).

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.

• 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.

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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