EDI Service Desk Manager (m/f/d)

Job TitleEDI Service Desk Manager (m/f/d)
Job Description
Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But its not just what we do, its who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers needs. Its what inspires us to create meaningful solutions the kind that make a real difference when it matters most.

The world and our customers needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. Thats why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.


In this role, you have the opportunity to make life better
Looking at the challenges the world is facing today Philips purpose has never been more relevant. So whatever your role, if you share our passion for helping others, youll be working towards creating a better and fairer future for all.

Your challenge


Management all aspects of customer Service Operations (Incidents, Problems, Service Reqs & Events).

Drive day to day operational improvements and team development via Daily Management to deliver a high-quality service.

Reduce / Keep under control case backlog - With particular focus on Incident cases.

Ensure the 24/7 Incident Support Service meets requirements

Drive opportunities to reduce our customer effort by improving the success of case resolution within agreed or contractual age-related resolution targets.

Ensure allocated resources and team activities are reflecting the Incidents prioritization.

Sustain a high level of engagement and contribution with respect to Knowledge Centric Support (KCS).

Lead the Service Desk to achieve business goals both locally and regionally, identifying opportunities and challenges with respect to capacity planning.

Ability to manage team conflicts whilst building strong working relationships with adjacent departments, aligning activities of teams to support business strategy objectives and contribute to business financial commitments.

Build a positive workplace for the support team through coaching and developing talent.

Utilize LEAN techniques to drive operational efficiency improvements at the business and department level.

Respond to escalation requests when receiving management escalations to address customer concerns or create on demand account escalations in order to manage a customer holistically for 1 or more escalated case. address customer concerns (nontechnical or clinical) on case level

Key User in the Philips IT Landscape, ensuring the zone voice is heard in relation to tooling design and process enhancements.

Interacts Cross Business, Cross Department, Cross Zone and with Service Delivery Partners to enhance collaboration on management and account escalations.

You are responsible for


Drive Customer Experience, measured through the Service Quality NPS KPI.

Drive Time to Resolution of Incidents to within SLA targets, measured through TTR KPI.

Reduction of customer effort by making and completing customer commitments.

Develop a great working environment for the Service Desk team.

Collaborate across department, organisation on all matters impacting perception of Support.

You are a part of
The DACH Service Desk manager will lead a team of remote support engineers, directly supporting the DACH EDI Customer base on day-to-day operational needs. Whilst also indirectly supporting and utilizing peers within the management network from within other Zone Service Desks, also known as the Enterprise Diagnostik Informatics (EDI) DI L1 HUB management community.

Stakeholders: Regional & Global Service Desk Manager community (L1-L2L3/R&D layers, Zone Professional Services Manager, Zone Commercial Team, Zone Customer Success Team.


To succeed in this role, youll need a customer-first attitude and the following


Previous TEAM management experience of 3-5 years preferred.

Experience in managing complex multi-cultural teams.

Experience in managing IT Infrastructure through Supplier / Partner Support models.

Experience in Contract and SLA design & negotiation.

Knowledgeable in Cyber Security and the impact to Operations.

Intermediate level and operational use of ITIL frameworks and methodologies preferred.

Background in Healthcare IT preferred.

Native German speaking.

Fluent in English Language. Other languages optional with additional benefit.


In return, we offer you
A challenging, innovative environment with great opportunities for you to explore, widening your network within the business with opportunities to influence the future roadmap and prioritization of the most impactful defects that adversely impact our customer experience with our end-to-end software solutions.

You will gain access to both local and regional teams, work across zones and globally, gaining a better understanding and awareness of the impact of software issues.


How we work at Philips
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home for our hybrid roles.Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:We believe in the importance of impactful collaboration: There's a certain energy when everyones in the same room that can heighten idea generation and creative friction needed for problem-solving.We embrace flexibility: Choosing where, when and how to work can vary according to task and team schedules. Flexibility isnt office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.We want to be at our best: The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.


Why should you join Philips?
Working at Philips is more than a job. Its a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.