Director, Enterprise Service Operations & Delivery

Philips

1d•$151,000 - $270,000•Remote

About The Position

Lead enterprise service delivery across North America by driving performance, governance, and customer experience at scale while coaching Service Delivery Managers (SDMs) to deliver consistent, compliant, and predictable outcomes that protect patient safety, meet contractual commitments, and strengthen long term partnerships with strategic healthcare customers.

Requirements

11+ years of experience in service delivery or service operations within a medical technology, healthcare, or other highly regulated industry.
5+ years of direct senior leadership experience managing managers in a complex cross-functional organization.
Skills include governing service performance for enterprise national/regional accounts, engaging senior executives with confidence, and ensuring delivery aligns with complex regulatory, quality, and compliance standards.
Bachelor’s degree in Business, Engineering, Healthcare, Life Sciences, or another related field of study OR equivalent combination of education and above listed experience.
Demonstrated strengths in senior leadership, performance governance, strategic execution, data‑driven decision making, and leading change through effective executive communication, supported by strong financial acumen and a track record of driving enterprise service transformations.
Must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
Must be able to travel for business. Approximately 50% national travel is required.
Occasional overnight stays and travel by air and/or train may be required.
Work in an office/home office and/or remote setting, as well as in a hospital/healthcare environment; adhere to requirements.
Lead/supervise others.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
Must reside in the contiguous United States.
Proximity to the Nashville, TN area is preferred.

Nice To Haves

Master’s degree preferred.

Responsibilities

Lead and develop Service Delivery Managers supporting enterprise accounts, driving accountability, service excellence, safety, and regulatory compliance.
Build a high-performance culture through strong leadership, succession planning, and manager effectiveness.
Own service delivery outcomes for enterprise accounts by setting clear key performance indicators (KPIs), service level agreements (SLAs), and targets aligned to business and customer commitments.
Drive accountability through structured reviews while enabling teams to proactively resolve risks and maintain regulatory, quality, and safety standards (e.g. ISO, FDA, MDR).
Serve as the senior escalation point and build trusted executive relationships to strengthen customer confidence.
Translate Voice of Customer (VoC) insights into actionable improvements and partner with commercial teams to drive retention, renewals, and growth.
Set clear expectations and elevate capability of SDMs through coaching, performance management, and talent development.
Strengthen capabilities in analytics, communication, and decision-making while aligning workforce planning to demand.
Partner across Sales, Product, Quality, Supply Chain, and Digital teams to align service delivery with enterprise strategy.
Leverage field insights to influence upstream decisions and ensure readiness for new product introductions across people, processes, and support models.
Standardize governance models and performance processes while advancing adoption of analytics, digital tools, and automation to improve efficiency and outcomes.
Drive continuous improvement, risk management, cost-to-serve optimization, and scalable service delivery.