Service Delivery Excellence Project Manager

In this role, you have the opportunity to

Lead global projects as part of the service best practice factory and drive operational excellence in service delivery performance, across markets and businesses. You will make an impact on our global service and solutions strategic ambition, driving cost productivity and customer experience, with the opportunity to work with a variety of leadership across the global Health Systems organization.

You are responsible for

• Project management within the service delivery Best Practice (BP) factory: drive operational excellence, customer experience and cost productivity for key service operations performance indicators ((Time To System Up, True Reachability, Remote Resolution, First Visit Fix, First Time Right, One Part Fix, Utilization, WFP etc.) as principal KPI to improve
• Drive overall progress towards planned deliverables and results
• Maintain and improve the program structure: cadence, operating rhythm, change management & communication
• Manage various stakeholders across markets, businesses and functions - create buy-in and collaboration
• Engage and collaborate with functional domains outside service delivery organization to accelerate program enablers (e.g. Marketing, Parts Logistics, Supply Chain)
• Leverage Business Transformation support (LEAN deployment)
• Controls the project budget (business case), project progress, and reports out to steering team (escalation, support)
• Collect global best practices (inside/outside) - capture in BP catalogue and playbooks (scalable, repeatable) - standardize requirements into service BPO organization and standard infrastructure (ServiceMax)
• Deploy BP initiatives WITH+IN the markets, co-create optimal solutions, and implement until desired results are realized
• Use data analytics to identify improvement opportunities, support program deliverables and prioritize best practices

You are a part of

The Services delivery performance team, within the O2C/Operations group of global Services and Solutions. This team is responsible for driving global services delivery performance, based on analytical capabilities, understanding of customer and market service delivery requirements, and rapid deployment of internal and external best practices. We act in a dynamic environment of collaboration with markets, business and functions, where we apply operational excellence to lead to visible change and results for our markets, and continued value to our customers. You will be based out of the Netherlands and working mostly within the global International markets.