Respironics Inc
Location
Bangalore | India
Job description
In this role, you have the opportunity to make life better
As a SW deployment Program Manager, you are responsible for software delivery and deployment projects towards our customer install base in markets at a global level. Together with your cross functional team of peers in the market, other functions, Operations and Backoffice Order desks. You will drive and enable software delivery & deployment excellence while supporting Mid-Office orchestration for solutions (MR subscription & Tech Max entitlements)
You and your stakeholders in the Regions / zones / markets and Business will support SW upgrade entitlements delivery driven by contracts / Philips driven SW upgrades to support C&R needs. Enable E2E (End to End) clear ownership for s/w FCOs deployment, SW O2F (Order to Forecast) process that supports E2E governance for upgrades and identified gap even from Tech Max delivery orchestration for MR Business while managing integral Service optimization to improve customer service level.
You will be also involved with S/w and Solution delivery leader and Service Operations leadership to prepare for the future by leading the AOP (Annual Operating Plan) of software delivery and cost target setting process while ensuring alignment of the plan and resourcing in the business and markets. Lead operational teams to achieve business goals and together with your peers you will drive target underpinning and realization. Operational will also respond to escalation requests when receiving management escalations to address customer concerns or create on demand account escalations to manage a customer holistically for 1 or more escalated cases. Be responsible for customer satisfaction and relevant quality, legal, and compliance requirements. Utilize LEAN techniques to drive operational efficiency improvements at the business and department level when needed.
You are responsible for
1. Leading:
Collaboration with PMO, Regions & FCO teams to develop and release standalone/integral deployment plan (SW Upgrade & FCO) for MR IB in alignment with SW release roadmap.
Collaborate with Product managers, IB managers, GBS & Regions and develop deployment plan for SW entitlements delivery as per contractual obligations.
2. Serving as single point of contact for various stakeholders engaged in SW delivery process, orchestrating delivery, and providing visibility to roll-out plan & delivery status.
3. Managing delivery: Take an integral view and:
Align with regions & zones customer delivery schedules for upgrades, resources for project delivery (CPM) and deliver order package to GBS with relevant documents (UAL with RDD, Finance approval document and any other document needed as defined in the process)
Align with FCO manager on FCO process needs (CIL/FSN release, FCO WO release) and schedules to minimize re-visit and customer disruption
4. Deployment plans report out - Track delivery status and publish reports to stakeholders engaged in SW delivery (C&R compliance report out owned by FCO manager)
5. Leading FoK & Dry runs for delivery process for various releases and driving process corrections & improvements before volume release
6. Leading training creation needs, work instruction & training content release and training deployment for various roles engaged in the delivery process.
7. Serving as single point of contact for escalations Ex: Licensing issues, Packages, Training content, Delivery plan etc.
8. Key Measures of Success: (i) Minimal disruption to the customer (Minimize Downtime & Loss of service), (ii) Cost to serve (Minimize recurring costs, Automation), (iii) Contractual compliance (Timely scheduling & delivery of entitlements), (iv) Project success measures/KPIs.
9. The Mid-office orchestration role for solutions is required to support:
Contract booking escalations (Ex: Coordinate failures with respect to contract booking, License issue etc.)
Contract life cycle management & related escalations (Ex: Orchestrate contract renewal / cancellation process etc.)
IB management (Ex: Track contract entitlement delivery status, Drive contract clean-up projects etc.)
You are a part of
You will report into the Service Operations Delivery leader for MR Services & Solutions, and are part of both Service Operations and Software and Solution delivery team.
In the Operations delivery team, you will work closely with your market F&A counterparts, Business Development Managers, Service Delivery Managers, FCO & C&R (Correction and Removal), Quality and Regulatory, Program and Productivity Managers, and Service delivery performance managers.
The team operates in an open atmosphere and is characterized by a 'self-starting' and 'results driven' mentality.
Core Competencies
Manage Complexity
Action Oriented
Ensures Accountability
Collaborates
Instills Trust
Job Specific
Performance Management and Operational Excellence (LEAN)
Business Value management
IT Service Delivery (Agile Scrum / ITIL)
LEAN Six Sigma
To succeed in this role, you should have the following education, skills, and experience.
BSc., preferably a MSc., in a technical or service/software program management domain.
Strong experience in complex program and projects management in international business.
Background in product software solutions in services and lifecycle maintenance.
Self-starting mentality, structured, analytically strong and results driven.
Strong communication, change management and stakeholder management skills.
> 5 years of related experience in domain or specialty would be a bonus.
Experienced in Lean and driving continuous improvement, change management.
Fluent in English, verbal and written in addition to local language.
Willingness to travel up to approx. 10%.
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.
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