Service Delivery Manager jobs at Philips in Belgium, Brussels

In this role, you will have the opportunity to join a global leader in the HealthTech industry and play a key role within our Benelux Services & Solutions organization. Your primary focus will be on supporting Hospital Patient Monitoring (HPM) systems, ensuring they run reliably in critical healthcare environments. As our installed base evolves and customer needs develop, you will also have the chance to participate in additional product trainings to broaden your expertise and grow with the role.

Your role:

• Perform service activities such as Preventive Maintenance (PM), Corrective Maintenance (CM), fault-finding, upgrades, and modifications, in line with Philips’ quality standards and policies.

• Install HPM systems according to Philips standards, ensuring quality, accuracy, and timely delivery, including testing complex networks that handle real-time patient data.

• Carry out a variety of interventions (electronic, mechanical, hydraulic, and IT-related).

• Maintain a holistic view of systems, considering both technical and clinical (user) perspectives.

• Ensure completeness and accuracy of service records, with special attention to test and verification results.

• Provide timely and accurate submission of service data, reports, and other administrative tasks.

• Escalate issues in a timely manner to our Western Europe service support team.

• Act as a brand ambassador for Philips Health Systems, serving as the primary liaison with customers on both technical and administrative matters.

• Participate in on-call/consignment duty outside regular office hours, as required.

• Attend and successfully complete required product and quality trainings, both locally and abroad.

You're the right fit if:

• Technical background in electronics, IT, or related fields; interest in IT/network solutions is a plus.

• Excellent communication and customer-facing skills.

• Good at identifying and maintaining customer relationships and related contacts.

• Independent and service-minded with a logical and methodical approach to problem solving.

• Structured, organized mindset with a high level of personal integrity and self-discipline.

• Fluent verbal in French and English language.

• Home residence located in Namur-Liège.

• Driving license (B).

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Your role:

• Customer Satisfaction & Relationship Management : You are responsible for customer satisfaction (NPS) and maintain structured Service Performance Reviews with hospitals to align on performance and expectations.

• Escalation Handling : You take the lead in managing customer escalations by coordinating with technical colleagues to develop action plans, ensuring clear communication and expectation management both internally and externally.

• Team Leadership, Development & Collaboration:

  • You coach and guide your team of Field Service Engineers in delivering on service commitments, ensuring operational excellence and driving continuous performance improvements.

  • You stimulate timely and effective collaboration within BNL and across Europe, encouraging your team to connect with the right specialists, colleagues across modalities, and the European Service Organization when needed to achieve the best solutions for customers.

  • You support the well-being and professional development of your team members, fostering individual growth and strengthening team performance.

• Profitability: You monitor and safeguard the profitability and margin of your customer contracts and ensure operational excellence of your team, safeguarding the profitability of the service operation.

• Together with your SDM colleagues you utilize LEAN techniques to drive operational efficiency improvements at the business and department level.

You're the right fit if:

• 5-7 years of experience in service operations, with a strong focus on continuous improvement and a global/multicultural perspective.

• Structured Customer & Stakeholder Focus: Strong customer intimacy, ability to collaborate with and influence multiple stakeholders, and drive results-oriented outcomes.

• Leadership & People Management: Proven leadership experience, ability to build relationships in a matrix environment, coach and guide teams around common goals, and motivate diverse teams.

• Problem Solving & Continuous Improvement: Strong LEAN leadership, problem-solving skills, and commitment to a quality-first mindset.

• Communication & Language Skills: Excellent verbal and written communication in English, French and Dutch.

• Education: A degree in business or equivalent.

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