It Services Operations Manager

Job Title

Job Description

As a IT Service Operations Manager, you will be responsible for managing a dynamic team delivering end to end services for the Advanced Visualization (AV) and Artificial Intelligence (AI) portfolio within the Clinical Informatics Business Unit.
Your role:

• You will partner our sales and commercial team to sustain and grow the business, split of equipment sales and repeat contractual revenue, through delivering high quality, on time and within budget project and support services.

• You will drive profitability through tight control your operating costs and the services your team consume.

• Your team, consisting of clinical, technical and project management resources will be responsible for the implementation and support management of the AV & AI end to end solution lifecycle, partnering with our US, EMEA, Greater China & Asia Pacific teams to offer a true Follow-the-Sun Global Services model and take the lead for critical escalations within LATAM region.

• Working closely with R&D, Sales and Product Management to support customer operations, improve customer experience and the sustainability of our global solutions and reduce critical escalations from recurring.

• Using your technical insight you will manage a seasoned team, taking ownership and escalating customers to resolution and partner the X-Department teams to stop / reduce systemic issues within our install base through problem management practices.

You're the right fit if:

• Bachelor’s degree in science, computer science, engineering, or similar.

• Experienced in managing complex IT environments, leading customer experience, support, or technical consultant teams.

• Business communication experience in technical management communications in a leadership/management role.

• Exceptional experience in managing and leading multiple stakeholders and technical projects.

• Experience in customer management, escalation process.

• Expert in problem solving.

• Ability to manage discussions with IT hospital managers.

• Advanced English and Spanish.

• Knowledge of medical imaging systems with background in radiology, technical support in radiology field, and field customer support is preferred.

• Experience in a consultative, pre/post-sales enterprise solutions. Additional experience in supporting clinical and/or health care applications is a preference.

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If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.