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 Description

Job title: Service Delivery Manager

Responsibilities:

1. Recognizing customer needs by managing escalations and ensuring that the delivered performance and services match customer needs.
2. Assuring that the delivered services are in line with the performance Service Level Agreements (SLAs) as defined in customer service contracts.
3. Resolving all issues raised during the product lifecycle from installation to maintenance, including escalation management and conflict resolution.
4. Conducting structural customer visits and communication around operational issues to ensure increasing levels of customer satisfaction.
5. Collaborating with key account managers, project management, and sales management to provide technical input in support of the Order Acquisition Process (OAP) and Order Realization Process (ORP).
6. Escalating relevant customer issues within the organization to ensure a high level of reactivity and problem resolution.
7. Coaching engineers and ensuring service execution according to Philips procedures and processes to establish a high-performing team.
8. Determining Field Service Engineer training plans based on compliance requirements and individual needs.
9. Distributing and mapping engineer allocation within the country based on customer/country demand.
10. Ensuring service delivery operations compliance performance within the district/country and reporting compliance issues to quality & regulatory functions at the regional level.
11. Ensuring maintenance operations are compliant with the relevant version of business unit service manuals and quality policies.
12. Ensuring measuring tools used by engineers meet service manual specifications and are under a controlled calibration process.

To succeed in this role, you’ll need:

1. Bachelor's Degree in engineering.
2. Experience in customer service management/biomedical, preferably as a team leader.
3. Strong customer management skills and a strong sense of ownership.
4. Strong problem-solving skills.
5. Fluency in English and Arabic, both verbal and written.

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 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.