Deployment SME, Service Delivery Transformation
Ciudad de Panama, Panamá, Panama
hace 3 días

Job Description

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation.

Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common.

An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions the kind that make a real difference when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more.

That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

Join an exciting Portfolio team leading projects across Philips Services and Solutions Delivery organization. Become part of the team delivering a large scope of transformational programs with global impact, across all Philips process domains (Idea to Market, Market to Order and Order to Cash), all supporting our objective of creating great services, with outcome-based solutions.

Focus initially on the end to end, global, service operations process as to integrate additional businesses and markets.

You are responsible for

  • Work with BPEs and project managers to understand the consumer journey and the personas associated with the critical E2E processes (high impact customer touchpoints) making sure design is always led by customer experience.
  • Executes From To exercise around all PEOP domains but specifically around People and Processes ensuring the new processes are well understood, embedded and that organization is prepared and staffed to cater for the work needed.
  • Works with OD and HR partner to resolve gaps on these areas highlighted by this exercise

  • Expert in the content of the From To enabling the transformation in the market
  • Monitors closely actions from the previous exercise making sure at the moment of go live the organization is ready to adopt the release.
  • Readiness surveys reflect this status

  • Readiness assessments content owner
  • Baselines KPIs relevant to their process domains together with the Perf and Rewards PEOP owner resource which is central for the release
  • Collaborates with the deployment manager to monitor KPIs and track improvement vs calculated baseline
  • Build a network within the hub of experts to leverage knowledge in his area in the markets acting as a SPOC for all related questions and activities related to this area
  • Works with the learning coordinator and learning specialist making sure content is accurate and tailored to the market.
  • Localizes training materials from the central team materials created by the release team given his deep understanding of local markets

  • Support business configuration activities based on requirements from the central deployment team (Business Configuration role)
  • Conducts training to the users executing on the learning plan
  • Works with the market BT data steward and EIM executing on the Data Migration Plan
  • Works with the hub and market Change and Comms providing content
  • UAT support / Go Live support SPOC
  • You are a part of

    The Services and Solutions Transformation Office, a team bringing together all services & solution delivery related projects under a coordinated portfolio.

    You will join S&SD Req2res program within the service delivery portfolio. Key elements of the portfolio include customer self-service, catalog management, configure / price / quote, workforce management, service mobility, case / work-order management and knowledge management.

    Scope includes resources in multiple functions including R&D, Marketing, Business Process, IT, Philips University and Compliance.

    You will be joining a highly

    motived, experienced and dedicated global team; frequently working with different countries, cultures and time zones.

    To succeed in this role, you’ll need a customer-first attitude and the following

  • A Bachelor’s degree
  • Agile Certified
  • Knowledge of SFDC, Service Max and SAP
  • Customer first attitude
  • Excellent written communication and documentations skills
  • Excellent computer, PC and internet skills
  • Work collaboratively, sharing knowledge and experience
  • Fluent English required and Spanish.
  • Results oriented
  • Ability to train other peers
  • In return, we offer you

    Describe in two to three lines what tangible and intangible benefits the incumbent will gain in this role. Use our Employer Value Proposition (EVP) themes and information gathered in the RSM as input sources.

    How we work at Philips

    Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers.

    We are embracing an approach wherein we spend more time together than apart which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home for our hybrid roles.

    Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

    Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

    Our hybrid working model is defined in 3 ways :

    We believe in the importance of impactful collaboration : There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.

    We embrace flexibility : Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.

    We want to be at our best : The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

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