Job Title

Service Innovation Manager

Job Description

Service Innovation Manager

The Service Innovation Manager (Field Experience, Digital Transformation & AI) is a strategic leader responsible for transforming and optimizing the customer field experience through innovative digital solutions and AI technologies. This role serves as a bridge between field operations, technology teams, and customer service, driving continuous improvement, operational efficiency, and exceptional customer outcomes.

Your Role:

Field Experience Transformation

• Assess current field service processes and identify opportunities for innovation.
• Partner with field teams to understand pain points and translate them into actionable digital initiatives.
• Develop and implement strategies for proactive, data-driven customer support and engagement.

Digital Transformation Initiatives

• Lead end-to-end digital projects focused on automating and optimizing field operations.
• Introduce and manage digital tools (mobile solutions, remote diagnostics, portals, etc.) that enhance service delivery and performance.
• Ensure seamless integration of new technologies with existing platforms and workflows.

AI Strategy & Implementation

• Identify AI application areas within field service (e.g., predictive maintenance, intelligent routing, chatbots).
• Work with data scientists and engineers to deploy AI-powered solutions, measure their impact, and iterate for improvement.
• Provide training and support for field teams on AI-enabled systems and processes.

Stakeholder Management

• Collaborate cross-functionally with IT, product management, field operations, and customer service.
• Engage with external vendors and partners to evaluate and onboard new technologies.
• Communicate project goals, progress, and impacts to senior leadership.

Performance Measurement & Continuous Improvement

• Define KPIs for service innovation, digital transformation, and AI adoption.
• Regularly report results, gather feedback, and drive continuous process optimization.

• Benchmark performance against industry best practices.

You are fit if:

• Bachelor’s or master’s degree in business, Engineering, Computer Science, or a related field.
• Minimum 5 years of experience in field operations, service management, digital transformation, or technology-driven roles.
• Proven track record of delivering digital and AI projects in service environments.
• Strong understanding of emerging digital and AI technologies applied to customer service and field operations.
• Analytical, data-driven mindset with excellent communication, project management, and stakeholder engagement skills.
• Digital innovation leadership and strategic thinking to drive business outcomes.
• Expertise in AI and data analytics for informed decision-making.
• Change management and team enablement to foster high performance.
• Vendor and technology evaluation for optimal solutions.
• Proficiency in agile methodologies to accelerate delivery and maximize business value.

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 role is an office-based 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.

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