Head of Business Innovation and Service Delivery - Stuttgart, Deutschland - Philips

Philips

Geprüftes Unternehmen

Stuttgart, Deutschland

vor 1 Woche

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

Job Title:
Head of Business Innovation and Service Delivery

About the role Business Innovation & Services Delivery Leader
Hospital Patient Monitoring

HPM Business Innovation & Services Delivery Leader is responsible for the development of high quality professional services, serviceability & deliverability of software and solutions, products, service innovation, service documentation & delivery instructions, service, including clinical services, & delivery employee education, coordinating level 3 support and securing solution delivery requirements as part of solution creation programs; they team up with Market Services and Solution delivery leaders for portfolio and capability feedback, performance management, services market introductions and solution delivery readiness; they support the Business Category leaders in managing their Services P&L, and manages the key Services metrics within the overall integral HPM Business P&L, including M-costs.

Services P&L encompass (1) Lifecycle, (2) Professional Services (Education, IT, Clinical) and (3) Managed Services.

Key Areas of Responsibility

Owner of the financial and operational performance of key Services & Solution Delivery metrics within the Business Hospital Patient Monitoring, while supporting the Business Category Leaders and the HPM Business Leader achieve our financial goals
Own the services portfolio alignment (Offer & capabilities) for the HPM business, connected to the overall aspirations of the Business and the Global S&SD portfolio.
Support the Business Category leaders in the performance management of their Services business with focus on sales, retention/churn rates, deal margins, IGM, EBIT, service availability/uptimes, customer lifetime value
Responsible for development and execution of service innovation for the specific business, including education/learning services development & content development
Responsible for solution and software operations & delivery strategy, adherence to software reference architecture standards & use of PIL solutions
Responsible for delivery/service readiness during product, software, solution or service NPI, including service & delivery instructions/runbook development (based on standards), normative hours' design & maintenance, customerfacing content readiness
Responsible for service innovation, customer satisfaction, escalation management and field support.
Develops together with the Business and market team's productivity initiatives.
Define the requirements for enablers across the e2e chain for Services and Solution Delivery, including tooling
Drive the needed market capabilities for business specific services selling solution design and delivery
Develop and maintain a strategic services plan to meet future requirements and incorporate relevant Business trends and needs
Ensure Q&R compliance within the S&SD function
Define the operational KPIs that enable the validation of success of the e2e Services & Solution Delivery and sets targets through benchmark analysis
Act as thought leader and spokesperson for the Businesses Services and Solution Delivery
Develops requirements for the product and solution development programs to secure serviceability/deliverability and solution delivery readiness
Responsible for delivering training and education to market delivery & service teams, including clinical services delivery
Responsible for necessary businessbased delivery operations: Delivery, knowledge creation, problem management, technical/remote support, parts lifecycle management, SLA mgt to GBS for centralized support
Drives FCOs implementation
Perform Organizational professional service capability map analysis in the concept phase of PDLMs
Prepare professional service RFD deliverables for the offering

KPIs:

Services & Solution Delivery Customer Satisfaction NPS, churn/retention rate
Product Quality: Field Change Orders and Recalls management
Service &

Delivery Quality:
Service availability, uptimes, professional services capability & quality

Customer Success: Customer lifetime value
Key business and operational performance metrics supporting the Services P&L and integral HPM P&L
Adherence to Solution delivery process standards & reuse of service portfolio, serviceability/XaaS/managed service tooling
NPI milestone adherence to Design for Serviceability/Deliverability Requirements
Professional services PDLMS deliverable on as plan
New professional services capabilities aligned with offering funnel per year

Dimensions Relating to Know-How:

Requires indepth knowledge of the functional area, business strategies, and the company's goals
As an expert in the field, uses professional concepts in developing resolution to critical issues and broad design matters.
Interacts internally and externally with executive level management, requiring negotiation of extremely critical matters. Influence policymaking.
Exercises wide latitude in