Project Manager (Dpt. New Service Development)

Your Challenge
The Services designer will focus on creation of new commercial service offerings in the domain of healthcare operations and continuous improvement. Services in this context are software enabled scalable/industrialized which will include aspects delivered by Philips staff. The services in scope are focused heavily on aiding healthcare providers in improving their operational performance as related to imaging equipment.

As a Services designer you play a key role in the development of new services. Together with other creative colleagues like designers, strategists and marketers, you work on bringing new ideas to life.

Your Responsibilities

1. Service Experience definition

• Translate value propositions to service experience and break down the experience into requirements for software and process developments. You organize workshops and review sessions to ensure you get to the right concept.

• Conduct interviews and requirements- and process-elicitation sessions with subject matter experts; collect and review of existing materials and work with domain experts to clarify and fill gaps as needed

• Write policies, procedures, work instructions, SIPOCs, RACI diagrams, service level agreements, and job/capability descriptions in order to formally and unambiguously document the business processes through which the services will be delivered. Distribute for review and approval, consolidate and reconcile change requests, and implement changes as appropriate.

• Collect information from domain experts on estimated activity level hour/efforts for service delivery within the documented workflows and capture these estimates in documentation, spreadsheets, and related process metrics / KPIs

• Facilitate review sessions with key stakeholders, documenting and implementing change requests related to the written service design and associated documentation and process diagrams. Maintain and version control changes through multiple iterations.

Knowledge, Skills & Experience
You have a BS/MS degree in business or technical field, at least three years’ experience in a comparable position. You can listen, empathize and see possibilities better than anyone else. You think from the end-user’s perspective and you have a passion for the healthcare. You have a good command of spoken and written English.

• Demonstrated experience in modeling and documenting business processes, including use of Microsoft Visio and/or ARIS in combination with Excel, Word, and standard office applications is required.

• Excellent English-language technical/professional writing capabilities are a must

• Candidates must have experience in information-gathering and interviewing of technical experts, facilitation of review processes (live workshop, 1-1 discussions, and remote sessions), and searching/interpretation of technical documents at various levels of formality

Skills and experience in the following areas would be a plus

• Ideal candidates will have specific experience modeling and documenting commercial operations and/or technical service delivery processes (Service Blueprints)

• Knowledge of industry-standard practices for business process modeling (BPMN, UML, equivalent) and business architecture is valued

• Experience with Lean methodology and thinking, especially SIPOCs, value stream maps is a plus

Koninklijke Philips N.V., is a Dutch technology company headquartered in Amsterdam with primary divisions focused in the areas of electronics, healthcare and lighting.