Philips Head of Multi-Vendor Service (MVS) in Best, Netherlands

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Your challenge

The fast and profound changes in the global Healthcare market impacts what our customers expect us to offer in services and how we deliver our services. To progress on their ‘Quadruple Aim’ (improve 1/healthcare outcome, 2/ decrease cost, 3/ increase patient experience, 4/ improve personnel experience) our healthcare customers, across markets, are for instance increasingly looking for long-term strategic partnerships (LSP’s), Managed Technology Solutions, or other Solutions. They may want the service partner of choice to take-on the management and service of all, or a large part of their medical equipment assets. Moreover, to facilitate hospital/department operations there is increased demand for dedicated multi-vendor service offerings. This goes hand in hand with increased demand for professional services to increase the output of their assets (4-Aim)

By strategically growing our Philips multi-vendor offering and delivery portfolio (capabilities, parts, etc), we will strengthen our competitiveness in LSP’s and solutions and deepen our customer relationships. To that end we have started to build multi-vendor service capabilities in North America, and recently in Europe through our Agito acquisition.

Our current MVS is already a sizeable business, and the strategic objective is to drive a higher level of growth and customer profitability. Building our MVS offering and delivery will lead to key strategic benefits:

  • enable LSP/MTS/solution contracts,

  • protect Install Base, IB service sales and gain sockets,

  • create a platform to ‘land and expand’ with customers through additional professional service offerings.

We plan to further invest in key capabilities to execute on our strategy: increase technical capability (across modalities and vendors), reinforce Biomed service strategy, accelerate develop a professional services portfolio offering, create third pary relationships, establish long term relationships with accounts through Customer Success capabilities and Customer profitability management etc

Your responsibilities

  • Define and deploy the MVS strategy to increase market competitiveness and customer retention;

  • Identify targeted customer needs and develop business models that ensure sustainability of the integral MVS business;

  • Develop and achieve, with the Markets, the AOP business targets in multi-vendor service order-intake and sales realization;

  • Manage services delivery costs and create global synergies in our MVS delivery capabilities, both in knowledge acquisition, human resources and spare parts supply, to deliver profitably

  • Identify and develop required capabilities to expand our delivery and decrease delivery cost and dependency;

  • Develop the critical professional services to Expand our business relationship with MVS customers;

  • Develop strategic partnership network for supply and demand of service parts;

  • Select and develop strategic suppliers that can provide other MVS capabilities;

  • Work collaboratively in BMC format with the Markets, to underpin plans and achieve the targets (Own business development and support to the markets);

  • Develop effective and efficient Market blueprints to develop and support the MVS developments;

  • Screen for potential acquisition in the sector, develop the business case and pursue together with Philips M&A.

Key expectations

  • Treat MVS from a multi-year customer P&L development perspective (incl. equip and Philips CS). Continue to building tools to create this visibility

  • Close capability gaps asap to develop offering and improve profitability: technical capabilities (organic vs. inorganic to be explored), GTM, finance dedication, etc

  • Speed up development of Professional Services / VAS portfolio across geographies in coordination with CS Development.

  • Establish strong global MVS governance to facilitate further best practices sharing, inorganic initiatives and global coordination on service parts

  • Accelerate solution sales transformation to elevate relationship capabilities in the market with customers (reactive > insights& actions > outcomes)

Your team

In this role you will be part of the Philips Global Service & Solution Delivery. You will be leading a team of approx. 150 employees spread throughout North America and Europe. You will have close relationships with Markets, BU’s and Service functions.

The position should be ideally executed from a location in North America or Europe. The ability to travel more than 50% of the time is required.

Your profile

  • Minimum 15 years of experience in technology service and supply industry and/or solutions environment (or similar), in global and multicultural setting.

  • Strong performance management experience with data / analytics as enabler and continuous improvement track record

  • Excellent communication skills, Proven record in driving change towards a well-articulated vision

  • Ability to develop thought leader towards broad range of stakeholders, able to have a peer-to-peer relationship with executive (solution) business/functional/market leaders, content experts and customers

  • Strategic and operational experience in (Services) sales and Customer/sales relationship management

  • Quality and regulatory requirements understanding and track record

  • Superior people management skills

Our offer

A path towards your most rewarding career. Succeeding in this role in a complex environment will open many doors for your long term career. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.

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 3 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.