< p> Job Title Lead Process Engineer - ITSM (Service Operation)< /p> < p> < strong> Job Description : CG 70 Process Engineer< /strong> < /p> < p> Our customers are increasingly looking for a solution to their most pressing challenges. To keep making the difference across the health continuum, Philips needs to move from selling products in a transactional manner to also providing solutions that enable high quality, value-based healthcare.< /p> < p> The ISAI team will equip businesses, markets and functions with process and capabilities to develop, market, sell and deliver solutions to solve the needs of our customers, ensuring consistency, scalability and industry best practices. This strategic program will be a step-change in the value we are able to deliver to our customers< /p> < p> You are a part of the Intelligent Systems AI organization. Closely collaborating with business, markets and transformation teams part of Accelerate! Program, driving sustainable improvement of software supply chain, operations, pricing, sales, delivery install base management capabilities across Philips.< /p> < p> In this role, you have the opportunity to make your contribution to the solutions transformation in Philips. As an ITSM Business Capability Expert, you have a broad audience in the business and markets organization with a specific focus on Software Delivery Service enablement. You will contribute to standardization and scalability of software supply chain, SW Service operations, delivery, entitlement mgmt. , install base management processes. Deliverables include Process design, feature detailing, business alignment, scrum engagements, development oversight, supporting business onboarding, supporting adoption, QMS adoption, training end-users etc.< /p> < p> You are responsible for< /p> < p> < strong> Process Design Optimization< /strong> < /p> < ul> < li> Analyze, design,



and optimize service and operations processes aligned with ITIL and ITSM best practices.< /li> < li> Ensure alignment with the underpinning IT applications including relevant process performance metrics KPI s and compliance requirements and controls.< /li> < li> Identify automation opportunities and implement AI-driven solutions for incident, problem, and change management etc.< /li> < /ul> < p> < strong> Service Management Governance< /robust> < /p> < ul> < li> Ensure compliance with ITSM standards and governance frameworks.< /li> < li> Monitor KPIs and SLAs to drive continuous improvement in service delivery.< /li> < /ul> < p> < strong> AI Automation Enablement< /strong> < /p> < ul> < li> Collaborate with technology teams to integrate AI/ML solutions into service workflows (e.g. , predictive analytics, chatbots, intelligent ticket routing).< /li> < li> Evaluate emerging technologies and recommend innovative solutions for operational efficiency.< /li> < li> Experience with Process Mining, Process dashboards etc. will be an advantage.< /li> < /ul> < p> < strong> Collaboration Stakeholder Engagement< /strong> < /p> < ul> < li> Work closely with business and IT stakeholders to understand requirements and deliver process improvements.< /li> < li> Conduct workshops and training sessions on ITSM capabilities and AI-enabled processes.< /li> < li> Collaborate with the other BCE/BPEs for cross functional requirement< /li> < li> Being a change agent by clarifying the impact of the new ways of working including process mining, KPI performance management,



adoption traceability etc.< /li> < li> Collaborating with Philips University or other parties to support in learning curricula for the stakeholders identified.< /li> < li> Building and maintaining communities of practice in your respective domain and ensuring that people competencies and capabilities are in place to execute the standard solutions in their process domains and identify opportunities for improvement.< /li> < li> curate performance impact tracking reporting, with reference to internal/external benchmarks and relevant targets.< /li> < /ul> < p> To succeed in this role, you should have the following skills and experience< /p> < ul> < li> Minimum 12 + years industry experience with university degree desirable in Business, Engineering, Computer Science, or other related field or equivalent combination of academic and work experience< /li> < li> Experience in ITIL/ITSM/ITOM with certification, Software Service and Customer Operations, Install base mgmt. in global and multicultural setting, in combination with E2E process knowhow, technology-based solution mindset.< /li> < li> Expert knowledge and hands-on experience in servicenow, BMC, servicemax, MS Dynamics etc. or similar customer service platforms are a must.< /li> < li> Full end-to-end multi-modal service support setup and operation knowledge.< /li> < li> Must have experience in asset and configuration management and Install base mgmt.< /li> < li> Quality and regulatory requirements understanding< /li> < li> Professional demeanor and strong communications skills< /li> < li> Excellent leadership skills with the ability to influence other senior colleagues< /li> < li> Fluent in English, verbal and written< /li> < /ul>

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📌 Lead Process Engineer - ITSM (Service Operation) (Karnataka)
🏢 Philips
📍 Karnataka