Service Operations Manager

Philips

22h•$117,000 - $208,000•Onsite

About The Position

The Global Service Operations Manager leads the global service organization for the PerformanceBridge Analytics portfolio, driving customer delivery, service performance, and operational excellence throughout the solution lifecycle. The role leads a global team of approximately 10–11 project managers, clinical consultants, and technical installation and support professionals. It owns end-to-end service delivery and customer success, partnering with sales and commercial teams to support an approximately €4M business while meeting commitments for quality, timeliness, and budget. The manager leads critical customer escalations and uses technical and healthcare IT expertise to resolve issues, improve problem management, and reduce systemic issues across the installed base. The role manages service operations and performance, including revenue, forecasting, contracts, workforce planning, customer commitments, service-level agreements, customer experience, and margin improvement. It also collaborates 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. This is a field-based role. The position requires residence in the United States and US work authorization; relocation benefits are not provided. The stated pay range depends on the employee’s location and other factors.

Requirements

At least 5 years of experience managing complex health system IT environments and leading customer experience, technical consulting, support, or service delivery teams.
Technical knowledge of enterprise IT infrastructure, including Windows and Linux environments, virtual machines, hyperscalers, and on-premises infrastructure.
Knowledge of hospital imaging systems and modalities, including CT, MRI, and nuclear medicine, as well as DICOM and clinical imaging informatics.
Bachelor’s degree or higher in science, computer science, or engineering, or equivalent experience of 9+ years managing complex health systems.
Effective leadership and communication skills, with experience managing multiple stakeholders, technical projects, customer commitments, and technical management communications.
Ability to successfully perform the position’s minimum physical, cognitive, and environmental requirements with or without accommodation.
US work authorization and residence in the United States.

Nice To Haves

Experience in radiology.
Radiology technical or field support experience.
Consultative pre-sales or post-sales experience with enterprise solutions.
Experience supporting clinical or healthcare applications.

Responsibilities

Lead and develop a global team of approximately 10–11 project managers, clinical consultants, and technical installation and support professionals.
Own end-to-end service delivery and customer success for PerformanceBridge.
Partner with sales and commercial teams to support an approximately €4M business while meeting customer commitments for quality, timeliness, and budget.
Lead critical customer escalations, 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 global Clinical Informatics teams to support a follow-the-sun service model.
Help healthcare customers use PerformanceBridge analytics, dashboards, and reporting to identify operational performance and efficiency opportunities.