Services Operations Manager

About the job

Job Title Services Operations Manager Job Description Title: Services Operations Manager Location: Chennai

Job Summary:

- The Service Operations Manager will be responsible for managing and improving service operations across the assigned geography, aligning operational priorities with business objectives and customer requirements.

- Will lead operational governance across Service Max performance, remote support, quality processes, logistics, tools and operational escalations, ensuring clear ownership and timely execution.

- Will define and review operational performance metrics, coordinate cross-functional improvement initiatives, and communicate priorities, risks and results to relevant teams and stakeholders.

Job Responsibilities:

- Drive Service Max and operational KPI performance through regular review, daily-management boards and corrective actions where results are below target.

- Manage remote-service KPIs and remote-team operations, ensuring alignment with agreed service priorities and performance requirements.

- Lead short-term operational planning, resource allocation and workload prioritization to support effective service execution.

- Coordinate operational escalations, establish action plans and maintain stakeholder communication until closure.

- Lead Quality & Regulatory activities within the assigned scope and ensure QMS process updates are implemented and monitored.

- Act as the zone lead for PRS and coordinate relevant operational requirements with stakeholders.

- Manage CS channel operations and provide overall support to ensure consistent service execution.

- Track generic-parts approvals, NFO approvals and logistics actions, ensuring ownership, follow up and timely closure.

- Oversee CCSC operations and coordinate operational issues requiring cross-functional support.

- Review and process RBAM, purchase-order, quotation and Service Max approvals within the assigned authority and governance requirements.

- Maintain required ICS control updates and support business-department compliance activities.

- Oversee CS logistics operations, including parts availability, approvals, operational exceptions and improvement actions.

- Manage service tools, including planning, availability, control and operational readiness.

- Coordinate preventive-maintenance outsourcing and monitor delivery against agreed operational requirements.

- Align service-operations strategies and departmental goals.

- Coordinate implementation of new service processes and technologies, ensuring operational readiness, stakeholder alignment and effective execution.

- Drive service-excellence and continuous-improvement initiatives using operational data and stakeholder feedback to identify and implement improvements.

- Communicate operational targets, performance results, strategic initiatives, risks and required actions clearly to teams and stakeholders.

- Lead the service-operations team through clear delegation, collaboration and focus on critical operational objectives.

- Manage team capability and talent processes, including selection, performance management, development and effective operational management.

Minimum required Experience: Minimum 15 years of experience with Bachelor's OR Master's in areas of Services Operations in Medical Devices Industry or equivalent.

Preferred Skills: • Regulatory Requirements • KPI Monitoring and Reporting • Data Analysis & Interpretation • Customer Service Software • Project Management • Stakeholder Management • Continuous Improvement • Service Operations • Customer Relationship Management (CRM) Software • Project Planning & Scheduling

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. Indicate if this role is an office/field/onsite 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 the lives of others. • Learn more about our business . • Discover our rich and exciting history . • Learn more about our purpose . If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here .