Senior Manager, Advance Services

Philips

1d • $117,000 - $208,000

About The Position

The Senior Manager, Advanced Services leads a highly skilled team that resolves complex, business-critical technical issues for clinical imaging informatics customers. The role drives technical excellence, customer recovery, and continuous service improvement across the organization.

The manager develops technical and clinical support specialists through coaching, performance management, and professional development. As a technical leader for complex customer environments, the role guides recovery efforts across infrastructure, databases, networks, operating systems, virtualization, and clinical imaging applications, partnering with Service Desk, Engineering, R&D, Delivery, and Managed Services teams.

The position directs on-site interventions, complex go-live support, early-life stabilization, and executive customer escalations. It establishes practices for technical triage, fault isolation, escalation management, operational readiness, and transition-to-support, and drives improvement through reusable processes, runbooks, and knowledge management. The role also identifies recurring technical trends and infrastructure weaknesses to improve product supportability, service quality, and customer outcomes. Occasional travel and flexibility to provide after-hours support for critical customer situations are required. This is a field-based role.

Requirements

• At least 7 years of experience in enterprise technical services, systems engineering, service engineering, or complex application support.
• Hands-on, customer-facing experience and demonstrated cross-functional technical leadership.
• Previous experience managing technical teams.
• Deep knowledge of enterprise IT infrastructure, including servers, operating systems, virtualization, databases, networking, storage, and application troubleshooting.
• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Information Systems, or a related field, or an equivalent combination of education and experience.
• Collaborative and influential leadership, ability to work effectively in high-pressure situations, effective communication with customers and executive stakeholders, and ability to mentor technical talent and drive continuous improvement.
• Ability to meet the position’s minimum physical, cognitive, and environmental requirements, with or without accommodation.
• U.S. work authorization; candidates requiring work-authorized visa sponsorship now or in the future will not be considered.
• Flexibility to respond to critical customer situations outside standard business hours and occasional travel.

Nice To Haves

• 10 or more years of relevant experience.
• Experience with clinical imaging informatics and healthcare technologies.
• Skills in Radiology Informatics, Enterprise Imaging, PACS, DICOM, HL7, VMware, Oracle, Windows Server, Citrix, Epic, cloud-hosted healthcare platforms, performance engineering, or supporting go-lives and customer-critical escalations.
• ITIL Foundation certification.
• Relevant Microsoft, VMware, Cisco, AWS, Oracle, SQL Server, or infrastructure certifications.
• Lean Six Sigma Green Belt certification.

Responsibilities

• Lead, coach, manage the performance of, and support the professional development of Advanced Services technical and clinical support specialists.
• Lead technical recovery efforts for complex customer environments across infrastructure, databases, networks, operating systems, virtualization, and clinical imaging applications.
• Partner with Service Desk, Engineering, R&D, Delivery, and Managed Services teams.
• Direct on-site interventions, complex go-live support, early-life stabilization, and executive customer escalations.
• Ensure structured communication and successful recovery during critical customer events.
• Establish best practices for technical triage, fault isolation, escalation management, operational readiness, and transition-to-support.
• Drive continuous improvement through reusable processes, runbooks, and knowledge management.
• Identify recurring technical trends, infrastructure weaknesses, and post-implementation opportunities to improve supportability, service quality, and customer outcomes.
• Travel occasionally and participate in after-hours support for critical customer situations.

Benefits

• Generous paid time off (PTO).
• 401(k) with up to 7% company match.
• Health Savings Account (HSA) with company contribution.
• Stock purchase plan.
• Education reimbursement.
• Comprehensive Philips Total Rewards benefits program.
• An annual incentive bonus, sales commission, or long-term incentives may be offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager