Job Title
Director, Service Delivery Transformation
Job Description
Director, Service Delivery Transformation (Cambridge, MA)
We are shifting from a product-led to a managed-service-led approach, focusing on helping healthcare customers achieve scalable outcomes across health systems. This transformation will involve rethinking our entire customer engagement model—from sales through to lifecycle support—to optimize patient monitoring solutions and transition from custom to standardized implementations. In this role, you will lead this strategic transformation, driving value for our customers and exceeding growth expectations through LEAN-driven operational improvements.
Your role:
Strategic Planning and Problem Solving: Develop and execute strategic plans for transforming service delivery, including defining the ideal customer experience, identifying gaps between planned and implemented processes, and implementing structured problem-solving methodologies.
Governance and Alignment: Establish governance frameworks to ensure alignment with customer priorities and oversee the execution of initiatives to meet or exceed customer expectations.
Program Management: Lead structured program management to improve ways of engaging and working with large health systems and IDNs. Change the way we engage customers in the sales process, including pulling in delivery team leaders to shape success measures, goals, and plans and redefining sales-to-service handover processes.
Playbook Development: Assess opportunities apply a “franchising” mindset to standardize at scale and transition into defined frameworks. Contribute to development and validation of playbooks covering deployment to customer adoption at large and geographically dispersed customer sites.
Team Leadership: Lead cross-functional teams, including sales, clinical, and technical experts fostering a collaborative environment to achieve transformation objectives.
Services Delivery: Align delivery transformation with sales standards, challenger selling framework, and advancements in value-based selling. Monitor and manage progress towards customer KPIs. Mitigate project risk. Balance needs to be personalized with the need to standardize.
You're the right fit if:
Proven leadership in driving business transformation, from capital to managed services, with a focus on strategic and innovative problem-solving (LEAN certified).
10+ years of experience delivering complex, large-scale health system projects with expertise in informatics service delivery and driving to defined KPIs.
Strong communication and stakeholder management skills, effectively engaging from users to C-suite in dynamic settings.
Skilled in ITIL practices, with a commitment to mentoring and training teams for sustained performance.
Strategic, outside the box thinking with structured problem-solving skills and LEAN expertise.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
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 improve the lives of others.
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 commitment to diversity and inclusion here.
Philips Transparency Details
The pay range for this position is $147,392 to $252,672 annually. The actual base pay offered may vary depending on multiple factors including, job-related knowledge/skills, experience, business needs, geographical location, and internal equity.
Note: At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.
In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.
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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.
Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.
