Senior Manager, Advance Services

Your role

• Lead and develop a team of Advanced Services technical and clinical support specialists responsible for resolving the highest-severity customer escalations, providing coaching, performance management, and professional development.
• Serve as the technical leader for complex customer environments, guiding recovery efforts across infrastructure, databases, networks, operating systems, virtualization, and clinical imaging applications while partnering closely 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, ensuring 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 activities while driving continuous improvement through reusable processes, runbooks, and knowledge management.
• Identify recurring technical trends, infrastructure weaknesses, and post-implementation opportunities to improve long-term product supportability, service quality, and customer outcomes. This role includes occasional travel and participation in after-hours support for critical customer situations.

You're the right fit if

• You've acquired 7+ years of experience (10+ years preferred) in enterprise technical services, systems engineering, service engineering, or complex application support, including hands-on customer-facing experience and demonstrated cross-functional technical leadership. Previous leadership experience managing technical teams is required.
• Your skills include deep knowledge of enterprise IT infrastructure, including servers, operating systems, virtualization, databases, networking, storage, and application troubleshooting. Experience with clinical imaging informatics and healthcare technologies is highly preferred. Bonus skills include Radiology Informatics, Enterprise Imaging, PACS, DICOM, HL7, VMware, Oracle, Windows Server, Citrix, Epic, cloud-hosted healthcare platforms, performance engineering, and supporting go-lives or customer-critical escalations.
• You have a Bachelor's degree in Computer Science, Information Technology, Engineering, Business Information Systems, or a related field, or an equivalent combination of education and experience. ITIL Foundation certification is preferred, along with relevant Microsoft, VMware, Cisco, AWS, Oracle, SQL Server, or infrastructure certifications. Lean Six Sigma Green Belt certification is a plus.
• You're a collaborative and influential leader who thrives in high-pressure situations, communicates effectively with customers and executive stakeholders, mentors' technical talent, and drives continuous improvement through disciplined processes and technical excellence. This position requires occasional travel and flexibility to respond to critical customer situations outside of standard business hours.

You must be able to successfully perform the minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.