Service Operations Engineer

Job Title

Job Description

Job title: Service Operations Engineer

The Service Operations Engineer will part of the MR New Services Development team which reports into the MR Service Innovation department. As a Champion Business unit the MR New Services Development team is responsible for developing launching and maintaining the services proposition portfolio including Maintenance Catalog Management and Digital Insights. MR New Services Development team works with the participating business units on executing services roadmap and ensures timely market releases

The Service Operations Engineer serves as the vital link between the Architect and Product Management teams within Philips New Services Development team. This role focuses on translating service blueprints into scalable efficient service delivery processes aligned with the entire service lifecyclefrom initial customer engagement to retirement. The incumbent will act as the Single Point of Contact (SPOC) for the region ensuring seamless end-to-end activation for a Maintenance and Digital Insights services.

Your role:

• Translate service blueprints into actionable scalable service delivery processes ensuring alignment with the full-service lifecycle working under limited supervision.

• Design and implement operational structures tailored to new service offerings collaborating closely with service architects and innovation program managers teams to optimize for growth and operational efficiency.

• Execute detailed operational workflows and work instructions based on service interaction designs to enhance service delivery and meet operational goals.

• Conduct test runs and pilot programs to validate the scalability and effectiveness of designed processes making adjustments based on outcomes.

• Deliver targeted training programs to operational team both customer-facing and back-office ensuring preparedness across all scenarios.

• Calculate and optimize resource requirements for various designs and service scenarios to align with performance goals.

• Guide integration and adaptation of Market to Order (M2O) Order to Cash (O2C) and Request to Resolution (R2R) processes ensuring seamless transitions without disrupting existing operations.

• Conduct capability gap analyses during process concept phases to identify enhancements required for supporting new services.

• Incorporate country-specific regulatory requirements into service designs and processes to ensure compliance across regions.

• Apply LEAN methodologies to streamline service operations improving efficiency and reducing complexity.

• Mitigate risks related to service operations changes ensuring compliance with Philips security policies and maintaining a secure service environment.

• Act as the SPOC for the region to oversee end-to-end service activation and offering.

• Engage in project-based work contributing to various business within Philips.

• Drive change management activities to realize short-term business benefits and support adoption of new services.

Youre the right fit if:

• Minimum 5 years of experience in service delivery operations service engineering or service innovation within complex technical environments.

• Demonstrated ability to work cross-functionally with architects product management and regional stakeholders.

• Solid understanding of M2O O2C and R2R processes and their integration within service operations.

• Familiarity with regulatory requirements across multiple countries and applying compliance in operational processes.

• Strong background in LEAN methodologies and continuous improvement in service operations.

• Excellent communication and stakeholder management skills capable of acting as a SPOC for diverse teams.

• Ability to manage multiple projects concurrently with strong problem-solving skills

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.

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If youre 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.