Customer Delivery Manager

Responsibilities

• Develop comprehensive service delivery project plans, including detailed schedules, milestones, and ensuring alignment with customer expectations and company standards.
• Act as the primary liaison between customers and internal teams, coordinating activities and facilitating decision‑making processes to guarantee successful project deliverables.
• Apply specialized knowledge across a breadth and depth of issues and projects within the team, arriving at effective solutions and innovative approaches to complex challenges.
• Work under limited supervision and broad guidelines, regularly applying independent judgment on matters of significance to drive project success and compliance.
• Identify, address, and resolve any issues or challenges that arise during services delivery, ensuring minimal disruption to timelines and maintaining a high level of customer satisfaction.
• Communicate project status, risks, and mitigation strategies regularly to customers, senior management, and other stakeholders, ensuring transparency and alignment across all involved parties.
• Collaborate closely with cross‑functional teams, including supply chain, procurement, and technical departments, to ensure that all components of the project are delivered on time and within scope.
• Maintain accurate and up‑to‑date project documentation (project plans, status reports, risk management plans, and retrospective analyses) to ensure thorough tracking and accountability.
• Monitor the quality of project deliverables, ensuring they meet internal quality standards and customer expectations, and make necessary adjustments to achieve desired outcomes.
• Establish and nurture strong working relationships with customers, taking time to understand their specific needs and expectations, and delivering solutions that enhance overall customer satisfaction.
• Identify and implement opportunities for process improvements within the project management framework, enhancing efficiency and effectiveness of project execution.
• Account for end‑to‑end delivery, including order management, planning, and execution support, for components within service agreements such as technology packages, upgrades, new features, and lifecycle products sold via the service channel.
• Generate funnel creation and effectively manage Technology Maximizer opportunities, including installed base analysis, opportunity creation, pricing, and contract booking for both private customers and public tenders.
• Provide regular customer reporting and support internal performance tracking, including P&L reporting.

Qualifications

• Bachelor’s or Master’s degree in Business Administration, Engineering, Science or an equivalent field.
• Solid experience in Project Management, Customer Service, Healthcare Operations or a related field.
• Strong project management, stakeholder management, and problem‑solving skills, with the ability to manage risks, budgets, and project scope.
• Customer‑focused mindset, strong communication skills, and the ability to work independently in a dynamic, cross‑functional environment.
• Advanced level of English in addition to Italian and local language proficiency.

Work Arrangements

For this role, in‑person activities are expected either at customer locations or in the office at least three days a week.

Equal Employment Opportunity

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws.

For U.S. applicants, Philips is an equal opportunity and affirmative action employer. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans’ Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888‑367‑7223, option 5, for assistance.