Acute Care Informatics Service Delivery Manager - Europe

Job Title

Acute Care Informatics Service Delivery Manager - Europe

Job Description

The Acute Care Informatics Service Delivery Manager is leading implementation teams in Europe and is responsible for driving high-impact service delivery (implementation, support and maintenance) to all clients and ensuring that all services are delivered on time, to the highest quality standards, and within established financial targets.

Your role:

• •Coordinates strategic planning and execution of service delivery initiatives, ensuring alignment with organizational objectives and customer expectations, while promoting continuous improvement of all service operations.
• •Leads and manages service delivery teams, coordinates relationships with cross-functional teams to ensure seamless delivery of services that meet or exceed customer satisfaction goals, with respect of our Statement of Work and/or Service Level agreement.
• •Works under limited supervision and contributes to development, modification, and execution of organizational policies impacting immediate operations of a business and/or region and/or function and potentially organization wide.
• •Coaches a group of diverse talent to develop their skills and ensure achievement of individual and team goals, and networks with key contacts outside own area of expertise and maintains strategic partnerships with external/internal stakeholders.
• •Acts as the primary point of contact for high-profile clients, building and nurturing long-term relationships to understand their strategic needs and ensuring that service delivery is tailored to support their business objectives.
• •Conducts in-depth analysis of service performance metrics, identifying critical areas for improvement, and implementing data-driven strategies to enhance service quality, efficiency, and overall customer experience.
• •Develops and enforces best practices, processes, and methodologies for service delivery, ensuring consistency, reliability, and scalability across all projects and service engagements.
• •Drives innovation in service delivery by staying abreast of industry trends, emerging technologies, and customer feedback, and incorporating these insights into the continuous enhancement of service offerings.
• •Collaborates with product development, sales, and support teams to ensure that service delivery is aligned with product capabilities and customer expectations, driving successful project outcomes.
• •Prepares and presents comprehensive service delivery reports, insights, and recommendations to senior management, contributing to strategic decision-making and long-term service planning.

Skills and experience required to succeed in this role :

• •Experience managing complex IT environments in the healthcare sector.
• •Demonstrable track record of success in leading teams responsible for customer experience, support, or implementation.
• •Experience in corporate communications in the field of technical communication in leadership/management positions.
• •Exceptional proficiency in managing and leading multiple stakeholders and technical projects.
• •Experience in the area of complex healthcare informatics solutions, pre- and post-sales.
• •Knowledge of workflows and IT systems in hospital intensive care is preferred.
• •Bachelor's degree in science, computer science, engineering, or equivalent experience.
• •Technical/Functional Requirements: Any technical, clinical, or functional skills will be valuable
• •Proficiency in English at an advanced professional level is required for this position. Fluency in French is strongly recommended. Proficiency in any other European language will be considered an asset.

Key Performance Indicators

Customer

• •Customer commitment achievement (project delivery/quality, Compliance with SLAs, Time to customer value, customer success criteria met, etc)
• •Customer Satisfaction (Customer Net Promoter Score (NPS), Escalation management)
• •Customer Relationship (Customer intimacy, Relationships with key stakeholders of the installed base (CIOs, IAcute Care department heads, etc.)

Financial

• •Financial performance (Sales, MCoS, forecast accuracy)
• •Project/program/contract profitability (budget & labor variance)
• •Installed base (Y/Y growth, Annual renewal rate, etc.)

People

• •Employee engagement (& follow up)
• •Succession Plan
• •Employee Professional certification levels (i.e. PMP, clinical/technical certifications, etc.)

Operational excellence

• •Adherence, adoption to process & tooling standards
• •Utilization & Billable rates, Efficiency

Quality and Regulatory

• •Training compliance
• •CAPA management

• Compensation & benefits
• Doing meaningful work should come with fair, transparent rewards. The base salary range for this role is €45,630.00–€76,050.00 . 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 bonus incentive , with your rewards linked to KPIs/company results . We’ll share the full approach with you during the interview process, so you can make a clear, informed decision.

• 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.

This is an onsite role at Suresnes.

• 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 .
• If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care .

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French Translation:

Le « Acute Care Informatics Service Delivery Manager » dirige les équipes de déploiement en Europe et est chargé de piloter des prestations de services à fort impact (implémentation, support et maintenance) auprès de tous les clients. Il veille à ce que l’ensemble des services soit délivrés dans les délais, selon les normes de qualité les plus élevées et dans le respect des objectifs financiers établis.

Votre mission :

Coordonner la planification stratégique et l’exécution des initiatives de Delivery, en garantissant leur alignement avec les objectifs de l’organisation et les attentes des clients, tout en favorisant l’amélioration continue de l’ensemble des opérations de services.

Diriger et manager les équipes de Delivery, coordonner les relations avec les équipes transverses afin d’assurer une prestation fluide des services, atteignant ou dépassant les objectifs de satisfaction client, dans le respect du Statement of Work et/ou des accords de niveau de service.

Travailler sous supervision limitée et contribuer au développement, à l’évolution et à l’exécution des politiques organisationnelles ayant un impact sur les opérations immédiates d’une activité, d’une région et/ou d’une fonction, avec un impact potentiellement plus large à l’échelle de l’organisation.

Accompagner un groupe de talents diversifiés afin de développer leurs compétences et de garantir l’atteinte des objectifs individuels et collectifs ; développer également un réseau de contacts clés en dehors de son domaine d’expertise et maintenir des partenariats stratégiques avec les parties prenantes internes et externes.

Agir comme point de contact principal pour les clients stratégiques, en construisant et en entretenant des relations de long terme afin de comprendre leurs besoins stratégiques et de veiller à ce que la prestation de services soit adap