SSD - Delivery Lead

SSD - Delivery Lead

Job Title

SSD - Delivery Lead

Job Description

Title: SSD - Delivery Lead

Location: Chennai

Job Summary:

The Service Delivery Manager is responsible for leading the delivery of high-impact services to key clients, managing service delivery teams, and ensuring that all services are delivered on time, within budget, and to the highest standards of quality. The role develops and executes service delivery strategies, managing client relationships at a senior level, and driving the continuous improvement of service delivery processes. The role monitors and analyzes service performance, provides strategic insights to senior management, and ensures compliance with industry regulations and company policies.

Job Responsibilities:

• Coordinates the strategic planning and execution of large-scale service delivery initiatives, ensuring alignment with organizational goals and client expectations, while driving continuous improvement across all service operations.

• Leads and manages multiple service delivery projects simultaneously, coordinating with cross-functional teams to ensure the seamless integration and delivery of services that meet or exceed customer satisfaction targets.

• 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.

Minimum required Experience:
Minimum 15 years of experience with Bachelor's OR Master's in areas such as Service Delivery Management, Customer Relationship Management in Medical Devices Industry or equivalent.

Preferred Skills:
• Regulatory Requirements
• KPI Monitoring and Reporting
• Data Analysis & Interpretation
• Customer Service Software
• Project Management
• Stakeholder Management
• Continuous Improvement
• Service Operations
• Customer Relationship Management (CRM) Software
• Project Planning & Scheduling

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.
• Learn more about our business.
• Discover our rich and exciting history.
• 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 here.

Experience Level

Senior Level