Service Delivery Manager Vacancy in Ethiopia 2021

Addis Ababa, Ethiopia Philips

Job Title: Service Delivery Manager

Job Description

Philips Africa is investing in Ethiopia looking to strengthen service delivery and operation in the country.

You are responsible for

  • Manage the customer satisfaction, customer service P&L and operational KPI’s and drive continuous improvement through the application of LEAN methodologies
  • Ensure that the order realization process and the service delivery processes in the country are executed according to plan and in line with the expectation  
  • Manage customer relation from the service perspective collaborating with sales, professional services team, commercial ops team and finance
  • Identification of present and future customer needs by assessing whether the delivered performance and services matches the customer needs
  • Assure that the delivered services are in line with the performance service level agreements as defined in the customer services contracts by performance review of the installed base with the customer on quarterly basis (quarterly partnership meeting)
  • Customer visits and communication to assure increasing levels of customer satisfaction
  • Support order acquisition from service point of view and guide distributor in negotiation of customer service offerings
  • Operational management, performance management and relation management on operations for distributor(s) active in the country ensuring customer satisfaction and profitability
  • Ensure un-compromised implementation of the standard Philips business processes, quality standards and standards of business conduct according to Philips policies
  • Responsible for country regulatory, operational and financial compliance performance and for reporting compliance issues to quality & regulatory functions at regional level
  • Deploy compliance objectives to lower district operational positions
  • Install base accuracy
  • Ensure operations are monitored to be compliant to relevant version of business unit service manuals and relevant Philips Healthcare quality policies
  • Plan and monitor training compliance to country and distributor needs
  • Field change order compliance
  • Responsible for customer feedback performance and customer complaints according to applicable quality standard policy for the service-related feedbacks and complaints
  • Take all necessary actions, including the deployment of team objectives, to ensure full compliance with all Business and Q&R policies and procedures. Conduct reviews with the Q&R organization and lead the implementation of improvement actions to ensure that the relevant part of the quality system meets internal requirements and the standards & regulations stipulated by applicable external bodies

To succeed in this role, you should have the following skills and experience

  • Degree level education or equivalent
  • Experience in Customer Services & Service Management
  • Experience with leading a cross functional team
  • Fluent in English, verbal and written (in addition to the local language Amharic – preferred)
  • Customer Focus
  • Influencing skills
  • Service Delivery / Operational management
  • Channel partner management
  • People performance and team performance management
  • Relationship / Key account management

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 2.5 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.


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