Service Delivery Performance Specialists

Job Title

Job Description

Service Delivery Performance Specialist

In this role you

You are responsible for driving service delivery excellence by enhancing operational performance, productivity, continuous improvement, root cause analysis, and solution delivery—working independently with limited supervision. This includes optimizing systems, processes, and cross-functional teams that support customer service and solutions delivery, ensuring the efficient and effective execution of services and outcomes.

Your role:

• Analyze Operational Performance
  Conducts thorough analysis and creates insightful reports comparing actual service delivery outcomes against predefined performance targets to inform strategic decision-making.
• KPI Management and Reporting
  Oversees the end-to-end process of data mining, management, and reporting for key performance indicators (KPIs), supporting ongoing performance monitoring, root cause analysis, and continuous improvement efforts.
• Leverage Business Intelligence Tools
  Utilizes business intelligence (BI) platforms to identify and quantify operational challenges, recommend evidence-based improvements, and measure the effectiveness of corrective actions over time.
• Coordinate Data Collection for Compliance
  Collaborates with cross-functional project teams to collect install base data necessary to meet quality and regulatory (Q&R) standards and fulfill data requirements for licensed software and hardware assets under managed service contracts.
• Support Strategic Improvement Initiatives
  Acts as a key contributor in continuous improvement programs by delivering data-driven insights, tracking service delivery trends, and enabling informed decision-making for optimized service performance.

You're the right fit if:

• Analytical & Technical Proficiency: Strong analytical skills with proficiency in MS Excel, data analysis, reporting, and continuous improvement methodologies such as Lean Six Sigma. Familiarity with customer service tools and service management frameworks like ITIL.
• Effective Communication & Collaboration: Excellent communication and interpersonal skills, with the ability to engage effectively with customers, cross-functional teams, and leadership across geographies.
• Problem Solving & Stakeholder Management: Proven ability to identify and resolve complex issues while managing diverse stakeholders with attention to detail and a passion for learning and collaborating with others.
• Educational & Role Readiness: Bachelor's degree in Business Management, Information Systems Management, or Data Analytics or equivalent with 3+ years of experience.  
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Office/Remote position. 

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an office role.

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.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details

The pay range for this position in Cambridge, MA is $87,000 to $140,000, Annually. 

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.    

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. 

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. 

Additional Information

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. 

Company relocation benefits will not be provided for this position.  For this position, you must reside in or within commuting distance to Cambridge MA.

#LI-PHI

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 including Disability/Vets and maintains a drug-free workplace.