Philips Service Delivery Manager 

Belgium, Brussels 

449273354

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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