Support Process Excellence Manager

Philips
United States
Workplace: RemoteFull timeUSD 117,000 - 208,000 annuallyFunction: Communications, PR & CommunityExperience: 7+ yearsEducation: bachelorsSkills: ["Continuous improvement","Cross-team collaboration","Governance alignment","Problem-solving","Operational leadership"]

Own the support process roadmap across incident, major incident, knowledge, problem, and change. Drive ITIL discipline, continuous improvement, and practical AI adoption across support workflows. Build workflow controls in ServiceNow, run monthly operating reviews with leading indicators, and coordinate with global process teams. Maintain support FAQ and communication artifacts, ensuring governance-aligned knowledge assistance, triage aids, and signal detection.

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FursaFursa
Philips
Philips
2 hours ago

Support Process Excellence Manager

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Own the support process roadmap across incident, major incident, knowledge, problem, and change. Drive ITIL discipline, continuous improvement, and practical AI adoption across support workflows. Build workflow controls in ServiceNow, run monthly operating reviews with leading indicators, and coordinate with global process teams. Maintain support FAQ and communication artifacts, ensuring governance-aligned knowledge assistance, triage aids, and signal detection.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Own the support process roadmap across incident, major incident, knowledge, problem, and change interfaces.
  • •Design and implement workflow controls in ServiceNow, including triggers, definitions of done, and quality gates.
  • •Run a monthly operating review cadence with leading indicators and corrective actions.
  • •Coordinate cross-functional process work with global process teams and continuous improvement organizations.
  • •Drive practical AI adoption in support workflows, including knowledge assistance, triage aids, and signal detection aligned to governance.

Pay and Benefits

Salary: USD 117,000 - 208,000 annually
Perks:Paid Leave401kHsaEquityLearning Budget

Key Requirements

  • •7+ years of experience in support operations, process excellence, service management, or program leadership roles.
  • •Hands-on experience improving ITIL processes and implementing workflow tooling at scale.
  • •Experience leading cross-team initiatives with measurable outcomes.
  • •Design and implement ServiceNow workflow controls, including triggers, definitions of done, and quality gates.
  • •Bachelor's or Master's Degree in Health Science, Architecture, Engineering, Business Management, or equivalent education/experience.
Experience:7+ yearsService managementSupport operationsProcess excellence
Education:Bachelor's
Skills:Continuous improvementCross-team collaborationGovernance alignmentProblem-solvingOperational leadership
Tech Stack:ITILServiceNowAIKnowledge managementIncident managementProblem managementChange management

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Philips
Global health technology company focusing on diagnostic imaging, patient monitoring, and consumer health products. Philips develops medical devices, healthcare informatics, and solutions to improve patient care and personal well-being.
Industry: HealthTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Amsterdam, Netherlands
Founded: 1891
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn