Senior Manager, Problem Management Office

🕒 4 days ago

🇺🇸 United States – Remote

💵 $117k - $208k / year

⏰ Full Time

🟠 Senior

📋 Administrative Assistant

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Philips

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

⚕️ Healthcare Insurance

🧬 Biotechnology

Healthcare • Healthcare Insurance • Biotechnology

Philips is a global health technology company committed to improving people's health and well-being through meaningful innovation. They focus on various domains including personal health, diagnosis and treatment, and connected care, striving to provide advanced technologies and solutions that enhance health outcomes for individuals and healthcare providers alike.

📋 Description

• Lead the Problem Management Office for North America Support • Drive a proactive, prevention-focused approach that eliminates recurring customer issues • Establish and govern problem management standards, including root cause analysis, known error records, corrective action planning, change coordination, knowledge management, and audit-ready documentation • Track corrective actions from identification through implementation and validation • Lead and mentor Problem Managers and Problem Analysts • Provide executive-level reporting on systemic risks, prevention initiatives, backlog health, and organizational progress • Participation in critical escalations and governance activities outside of standard business hours may be required

🎯 Requirements

• 5+ years of experience in problem management, incident management, service operations, or quality/process leadership • Previous leadership experience managing technical or operational teams preferred • Expertise in problem management, root cause analysis (RCA), known error management, corrective action planning, governance, change management, and knowledge management • Strong analytical and communication skills • Bachelor's degree in Information Technology, Computer Science, Engineering, Business Information Systems, Healthcare Informatics, or a related field, or equivalent combination of education and experience • ITIL Foundation certification preferred, along with ITIL Specialist or Practitioner certifications in Problem Management, Incident Management, or Change Enablement • Lean Six Sigma Green Belt certification is a plus.

🏖️ Benefits

• Generous PTO • 401k (up to 7% match) • HSA (with company contribution) • Stock purchase plan • Education reimbursement • Comprehensive Philips Total Rewards benefits program