Service Delivery Manager

Service Delivery Manager

Location: Al Khobar, Al Khobar, Saudi Arabia

Job Type: Full time

Job Id: 545233

Posted Date: 02/10/2025

Job Title: Service Delivery Manager

Job Description:

Recognizing customer needs by managing escalations and ensuring that the delivered performance and services matches the customer needs.

You are responsible for:

1. Assuring that the delivered services are in line with the performance Service Level Agreements (SLA’s) as defined in the customer services contracts.
2. Assuring that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, escalation management and conflict resolution.
3. Structural customer visits and communication around operational issues to assure increasing levels of customer satisfaction.
4. Working with key account managers, project management, sales management to provide technical input in support of the Order Acquisition Process (OAP) and Order Realization process (ORP).
5. Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution.
6. Coaching engineers and ensuring service execution according to Philips procedures and processes when establishing a high performing team.
7. Determining Field Service Engineer training plans based on compliancy requirements and individual needs.
8. Distributing and mapping of engineers allocation within the country based on customer/country demand.
9. Service delivery operations compliance performance within the district/country and for reporting compliance issues to quality & regulatory functions at regional level.
10. Ensuring maintenance is operated and monitored to be compliance of relevant version of business unit service manuals and relevant quality policies.
11. Ensuring the measuring tools used by engineers match service manuals required specifications and are under a controlled calibration process.

To succeed in this role, you’ll need a customer-first attitude and the following:

1. Bachelors Degree in engineering.
2. Experience in customer service management/biomedical preferably as a team leader.
3. Experience with customer management.
4. Strong sense of ownership.
5. Strong problem-solving skills.
6. Fluency in English, verbal and written in addition to Arabic is a must.

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. Indicate if this role is an office/field/onsite role.

About Philips:

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

Over 125 years ago, Frederik and Gerard Philips started a small light bulb company in Eindhoven. Little did they realize that it would become a global force of innovation, committed to improving billions of lives worldwide. But it did. Today, Philips is a world leading health technology company with a vision to make life better for people worldwide through meaningful innovation.

Working at Philips is more than a job. It's an experience filled with unexpected moments that will transform you in lasting and positive ways. Help us improve the world for the better while building a career that no one could have planned for. Even you.