Madrid, Community of Madrid, Spain
Transformation Leader with 20+ years of experience across Healthcare leading global programs in the areas of field services, service operations, contact centers, digital tools, organization design or off-shoring activities. Proven track record in post-merger services integrations, carve-outs, and complex organizational change. I’ve led cross-functional, multinational teams—often remotely—delivering measurable impact in highly regulated environments. My background spans both transformation background and strong program and project management skills most of my time in an international set up.
Leading complex transformation programs across the Philips global services organization. My scope included: • Post-Merger Integration Programs: Driving end-to-end integration of multiple acquired companies into Philips processes, tools, and service delivery models. • Divestments: Acting as Enterprise Services Team Lead in large-scale carve-out initiatives, ensuring service continuity, system separation, and transition strategy. • Digital Omnichannel: Managing programs to deploy global digital support capabilities (chat, video, knowledge base, self-service) to enhance customer experience and operational efficiency. • Learning Ecosystem programs: Leading programs such as LMS implementation, commercial and service training IT landscape programs or channel partner initiatives. Delivering measurable business impact in highly regulated environments while coordinating cross-functional, international teams in fully remote and hybrid setups.
Started by leading end-to-end business unit transformations using structured methodologies to drive high-impact results. Later focused on global programs in Personal Health, improving processes and systems across our contact centers and service operations landscape. Progressively took on the role of Deployment Lead for a multi-year implementation of integrated service tools and processes, covering Tier 0 support, remote engineers, field service tooling, service quoting, and full case & work order management. Delivered substantial operational improvements through standardization, visibility, and automation at scale.
Led the implementation of a portfolio of global service programs within the Healthcare domain, with regional responsibility. Key initiatives included the deployment of performance management dashboards for service delivery, field service tools, and service Configure Price Quote (CPQ) solutions. Activities spanned project and program management, business strategy alignment, organizational change management, stakeholder engagement or defining local training or quality system plans