Enterprise Service Delivery Manager (Florida)

Philips•Tampa, FL

12d•Remote

About The Position

As an individual contributor in this Enterprise Service Delivery Manager role, you will serve as the main corporate and customer/facility point of contact. Your responsibilities will include overall customer partnership management, strategic customer governance, delivering effective customer business reviews, understanding key customer objectives, and accountability for tactical daily performance management (e.g., managing service escalations, providing reporting, delivering value, etc.). The role is essential to drive initiatives to ensure best-in-class benefits delivery for the supported customer (Integrated Delivery Network (IDN)). As an Enterprise Service Delivery Manager, you will manage the overall customer partnerships and have accountability for all aspects of the customer partnership. You will manage relationships with key individual customer stakeholders as well as act with a consulting mindset and be an advocate for your customer. You will establish and enforce governance between Philips and the customer to ensure partnership objectives are aligned and progress is on track. You will partner internally with your sales, service, and delivery colleagues to lead the change from an operating paradigm centered on break-fix to one focused on customer solutions. You will promote compliance and operational performance, driving accountability using metrics and analytics. Create and encourage initiatives to change when necessary to maximize productivity, effectiveness, and the successful execution of contractual obligations. You will communicate the customer business plan to our stakeholders, providing a link between the tasks and responsibility of field teams, and supporting initiatives to promote higher field productivity and benefits delivery with a common objective of customer satisfaction. Own and direct company strategy and outcomes, through the deployment of our IDN service strategy to win over clients. You will manage multiple small multi-site programs, creating synergy between the project in the program(s) and monitor future work to proactively adjust program management plans and resource focus. Identify trends and potential scheduling challenges, manage cross-project dependencies within and across the enterprise and leverage metrics and monitoring to proactively identify at-risk projects/programs and strategically escalate well-defined risks/issues/impediments to appropriate decision-makers. Use cross-functional cooperation and collaboration to identify growth opportunities while managing risk (such install base, multi-vendor, Hospital Patient Monitoring, IGT, Ultrasound, etc.), while driving productivity and managing the IDN business's financial performance.

Requirements

5+ years of customer facing experience within healthcare and with routine client interaction as a customer success or account manager (required).
5+ years’ experience and understanding of Medical equipment (required).
Proficiency in creating and delivering presentations to key stakeholders and executive leaders.
MS Office (Excel and PowerPoint skills are a must).
Comfortable facilitating tactical meetings.
Well versed in data analysis and reporting (required).
Bachelor’s degree or equivalent years of related work experience.
Excellent communicator (listening, presenting, concise verbal skills).
Strong collaborator with strong interpersonal skills (build and maintain strong relationships).
Well-organized multi-tasker, skilled at working with tight deadlines.
Ability to establish priorities.
Ability to use sound judgement to make decisions and find solutions.
Ability to take initiative to diffuse tense situations if needed.
Must be flexible on working hours to mirror customer time zones (if needed).
Must be able to travel to customer locations.
Must be located within one hour of a major airport.
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.

Nice To Haves

Understanding of healthcare service metrics (preferred).
ITIL and/or Customer Success certification preferred.

Responsibilities

Serve as the main corporate and customer/facility point of contact.
Manage overall customer partnership management.
Provide strategic customer governance.
Deliver effective customer business reviews.
Understand key customer objectives.
Accountability for tactical daily performance management (managing service escalations, providing reporting, delivering value, etc.).
Drive initiatives to ensure best-in-class benefits delivery for the supported customer (Integrated Delivery Network (IDN)).
Manage relationships with key individual customer stakeholders.
Act with a consulting mindset and be an advocate for your customer.
Establish and enforce governance between Philips and the customer.
Partner internally with sales, service, and delivery colleagues to lead the change from break-fix to customer solutions.
Promote compliance and operational performance.
Drive accountability using metrics and analytics.
Create and encourage initiatives to maximize productivity, effectiveness, and contractual obligation execution.
Communicate the customer business plan to stakeholders.
Manage multiple small multi-site programs.
Monitor future work to proactively adjust program management plans and resource focus.
Identify trends and potential scheduling challenges.
Manage cross-project dependencies within and across the enterprise.
Leverage metrics and monitoring to proactively identify at-risk projects/programs.
Strategically escalate well-defined risks/issues/impediments to appropriate decision-makers.
Identify growth opportunities while managing risk.
Drive productivity and manage the IDN business's financial performance.