Services & Solutions Delivery Leader - Apac

**Job Title**: Services & Solutions Delivery Leader - APAC

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

**In this role, you have the opportunity to make life better**

Take the ownership for Zone APAC Services performance and for leading the overall Services and Solutions Delivery capabilities. You will be able to provide strategic leadership and direction for delivering an excellent customer experience to customers, against high quality & compliance standards and with optimal financial performance.

**You are responsible for**
- Leading the strategic and operational activities related to delivery capabilities which includes, professional, field and remote services and related operations in the APAC Zone.
- Drive a culture of performance, provide leadership to create the culture changes required to ensure the organization is competitively positioned by creating Key Performance Indicators (KPI) awareness, managing change, modelling and institutionalizing Philips values and behaviours.
- Responsible for the go to markets strategies, S&S portfolio x BG. Support BG BMM in creation of integral value propositions driving profitable growth; define and executes commercial policy for S&S.
- Ensure customer success management Indirect business and strategic partner management - business and operational delivery (cost, quality).
- Establishing local ownership and providing guidance for delivering an excellent customer experience to customers, against high quality & compliance standards and aligned with processes and ways of working defined at APAC Zone level.
- Deliver financial goals in Equipment and Service revenue as well as drive profitable growth; Improve gross margin with operational excellence across Services.
- Oversees all facets of customer relation and retention during customer lifecycle - driving optimal Customer Experience (NPS), against contractually agreed customer service levels. Ensures compliance for all Services & Solutions delivery processes in line with Q&R policies.
- Ensure overall high level of talent and engagement - identify capability gaps and address via strategic workforce planning, including selection, development and performance management.
- Accountable for driving continuous improvements in employee experience and engagement.
- Drive performance culture by LEAN empowerment of service team, establish local ownership and provide guidance and tooling (Daily mgmt., Problem solving) to steer outcomes based on facts and figures (KPI’s).
- Manage and reduce variability in customer satisfaction at the region, zone, district and modality (business) levels with effective management of Service escalations; Define and implement processes that standardize best practices.
- Work closely together with the APAC Zone leadership team and Business Leaders to identify and execute best practices and improve the delivery of preventative maintenance services and services contracts.
- Manage, develop, and maintain a highly technical organization to install and service Philips products while improving customer satisfaction; Partner with Services Sales to drive optimal Services value throughout the Lifecycle.
- Build digital and remote capabilities to enhance customer experience; drive more remote services capabilities to service customers and enhance customer response service.

**KPIs**:

- Services OIT, Sales and Cost
- Customer Net Promoter Score (NPS)
- Employee Net Promoter Score (NPS)

**You are a part of**

Services and Solutions Delivery (S&SD) Growth Region organization. You will report to the Head of Service & Solutions Delivery Growth Region, with a dotted line reporting to Zone Leader APAC.

**To succeed in this role, you’ll need a customer-first attitude and the following**
- Experience in Services and Solutions Delivery.
- Proven senior leadership experience, ideally across different countries/markets.
- Ideally in-depth commercial experience in the Health Systems industry.
- Acts as a role-model for our Philips Culture.
- Ability to build and nurture effective relationships within the matrix by developing strong cooperation with peers within the market, cross business, and cross function.
- Bringing people to