Service Operations Manager

About the role

Job Title

About the role

Global Service Operations Manager

Lead the global service organization for the PerformanceBridge Analytics portfolio, driving high-quality customer delivery, service performance, and operational excellence across the end-to-end solution lifecycle.

Your role

• Lead and develop a global team of approximately 10-11 project managers, clinical consultants, and technical installation/support professionals delivering implementation and support services for PerformanceBridge.
• Own end-to-end service delivery and customer success, partnering with sales and commercial teams to support an approximately €4M business while meeting customer commitments for quality, timeliness, and budget.
• Provide leadership for critical customer escalations, using your technical and healthcare IT expertise to drive resolution, strengthen problem management, and reduce systemic issues across the installed base.
• Manage service operations and performance, including revenue, forecasting, contracts, workforce planning, customer commitments, service-level agreements, customer experience, and margin improvement.
• Collaborate with Clinical Informatics teams globally to support a follow-the-sun service model and help healthcare customers use PerformanceBridge analytics, dashboards, and reporting to identify operational performance and efficiency opportunities.

You're the right fit if

• You've acquired 5+ years' experience managing complex health system IT environments and leading customer experience, technical consulting, support, or service delivery teams.
• Your skills include technical knowledge of enterprise IT infrastructure, including Windows/Linux environments, virtual machines, hyperscalers, and on-premises infrastructure.
• You have knowledge of hospital imaging systems and modalities, such as computed tomography (CT), magnetic resonance imaging (MRI), and nuclear medicine (NM), as well as Digital Imaging and Communications in Medicine (DICOM) and clinical imaging informatics.
• You have a bachelor's degree or higher in science, computer science, engineering, or equivalent 9+ years of experience managing complex health systems.
• You're an effective leader and communicator with experience managing multiple stakeholders, technical projects, customer commitments, and technical management communications.
• Experience in radiology, radiology technical or field support, consultative pre- or post-sales enterprise solutions, and supporting clinical or healthcare applications is preferred.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

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 is a field based role.

Philips Transparency Details

The pay range for this position in AL, AZ, AR, CO, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MI, MS, MT, MO, MN, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, or WY is $117,000 to $186,000.

The pay range for this position in AK, DE, HI, MD, MN, and RI is $123,000 to $195,000.

The pay range for this position in CA, CT, DC, MA, NJ, NY, or WA is $131,000 to $208,000.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position. For this position, you must reside in The United States.

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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.