Support Process Excellence Manager

Philips

3d•$117,000 - $208,000•Remote

About The Position

You will own the operating system for support process maturity. Drive ITIL discipline, continuous improvement, and practical AI adoption across engines without pulling leaders away from day-to-day delivery.

Requirements

7+ years of experience in support operations, process excellence, service management, or program leadership roles.
Hands-on experience improving ITIL processes and implementing workflow tooling at scale.
Experience leading cross-team initiatives with measurable outcomes.
Bachelor's / Master's Degree in Health Science, Architecture, Engineering, Business Management or an equivalent combination of education and experience.
Must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

Responsibilities

Own the support process roadmap across incident, major incident, knowledge, problem, and change interfaces.
Design and implement workflow controls in ServiceNow, including triggers, definitions of done, and quality gates.
Run a monthly operating review cadence with leading indicators and corrective actions.
Coordinate cross-functional process work with global process teams and continuous improvement organizations.
Drive practical AI adoption in support workflows, including knowledge assistance, triage aids, and signal detection, aligned to governance.
Build and maintain the support FAQ and communication artifacts that clarify roles and work shifts.