Support Manager

Beschreibung:

Job Title
Support Manager

Job Description

Lead support excellence across Latin America and help improve healthcare outcomes.
As the Senior Support Manager, LATAM, you will lead Philips' regional Support Operations organization, driving operational excellence, service quality, and customer satisfaction across Latin America. You will be responsible for defining and executing the regional support strategy, ensuring consistent service delivery, strong performance governance, and organizational effectiveness across multiple support functions.
This is a highly visible leadership role with responsibility for Level 1 Support, Level 2 Support, Problem Management, and After-hours Support teams across Brazil, Mexico, and other LATAM markets. You will work closely with customers, implementation teams, partners, and business stakeholders to deliver exceptional customer outcomes.
Your Role
In this role, you will:
* Define and implement the regional Support Operations operating model across LATAM.
* Lead and develop a distributed organization including managers and support teams across multiple countries.
* Drive operational excellence through effective governance, performance management, and continuous improvement initiatives.
* Ensure alignment between support delivery, business priorities, customer expectations, and regional strategy.
* Own regional service performance, including SLA/SLO attainment, escalation management, service quality, and customer satisfaction.
* Standardize support processes while balancing local market needs and operational effectiveness.
* Lead workforce planning, organizational design, capability development, and resource optimization.
* Act as the senior escalation point for critical customer and operational issues.
* Collaborate closely with Regional Operations Leaders, Implementation teams, Partners, Product organizations, and other service functions.
* Foster a culture of accountability, customer focus, collaboration, and continuous improvement.
Key Measures of Success
* Regional SLA and SLO attainment
* Customer satisfaction performance, including NPS and KLAS metrics
* Escalation volume and aging reduction
* Support productivity and backlog management
* First-contact resolution improvement
* Service quality and operational consistency
* Employee engagement and retention
* Successful adoption of the regional operating model
You're the Right Fit If
Experience
* Extensive experience in Support Operations, Service Operations, Technical Support, Service Delivery, or Customer Support leadership roles.
* Proven experience leading regional or multi-country support organizations, ideally within Latin America.
* Strong background in incident management, escalation management, problem management, and operational governance.
* Demonstrated success managing managers and multi-level teams in a complex matrix environment.
* Experience driving organizational transformation, process standardization, and operational improvement initiatives.
Knowledge & Skills
* Strong expertise in ITIL-based Service Management (mandatory).
* Deep understanding of SLA/KPI management, operational performance frameworks, and service governance.
* Excellent stakeholder management and cross-functional leadership capabilities.
* Strong analytical and decision-making skills with a customer-centric mindset.
* Experience managing distributed teams and multicultural environments.
Education
* Bachelor's or Master's degree in Engineering, Health Sciences, Business Administration, Information Technology, or a related field.
Additional Requirements
* Advanced English (mandatory).
* Intermediate Spanish (preferred).
* Comfortable working in a hybrid model based in São Paulo/Barueri.
* Experience in Healthcare IT, RIS/PACS, Imaging Informatics, or Diagnostic Imaging environments is highly desirable.
What You'll Get in Return
This role offers the opportunity to:
* Lead a strategic regional organization with significant business impact.
* Shape the future operating model for Support Operations across LATAM.
* Drive operational transformation and service excellence initiatives.
* Develop leadership capabilities across a diverse and distributed team.
* Influence customer experience and business outcomes across multiple countries.
* Contribute to Philips' mission of improving lives through meaningful innovation in healthcare.
#HealthcareInformatics
How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the company's facilities.
Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations.
Indicate if this role is an office/field/onsite role.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
* Learn more about our business.
* Discover our rich and exciting history.
* Learn more about our purpose.
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 culture of impact with care here