Service Operations Manager
Philips
Summary
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.
Job description
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.
Requirements
- 5+ years' experience managing complex health system IT environments
- Experience leading customer experience, technical consulting, support, or service delivery teams
- Technical knowledge of enterprise IT infrastructure including Windows/Linux environments, virtual machines, hyperscalers, and on-premises infrastructure
- Knowledge of hospital imaging systems and modalities such as CT, MRI, and nuclear medicine
- Knowledge of DICOM and clinical imaging informatics
- Bachelor's degree or higher in science, computer science, engineering, or equivalent 9+ years of experience managing complex health systems
- 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
- Must be able to perform minimum Physical, Cognitive and Environmental job requirements with or without accommodation
- US work authorization is a precondition of employment; no visa sponsorship
- Must reside in the United States
Benefits
- Paid Time Off
- 401(k) With Up to 7% Company Match
- Health Savings Account With Company Contribution
- Employee Stock Purchase Plan
- Education Reimbursement
- Annual Incentive Bonus
- Sales Commission
- Long-Term Incentives
Company overview
Koninklijke Philips N.V., commonly known as Philips, is a Dutch multinational health technology company that has evolved from its origins as a consumer electronics conglomerate into a leading global healthcare solutions provider. Founded in 1891 in Eindhoven, Netherlands, Philips has transformed its business focus since the 2010s to concentrate exclusively on health technology. The company operates through three main divisions: Diagnosis and Treatment, which manufactures advanced medical imaging equipment including MRI, CT, and ultrasound scanners; Connected Care, specializing in patient monitoring systems and respiratory care products under the Respironics brand; and Personal Health, producing consumer healthcare products like electric shavers, Sonicare toothbrushes, and Avent childcare items. With 68,419 employees worldwide and annual revenues of €18.02 billion (2024), Philips maintains its global headquarters in Amsterdam while operating manufacturing, R&D, and sales facilities across 26 countries. The company has strategically divested its consumer electronics, lighting, and home appliance businesses to become a pure-play health technology organization, positioning itself at the forefront of medical innovation and digital healthcare solutions.