Philips

1 week ago

Support Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Lead Philips’ regional Support Operations for LATAM, driving operational excellence, service quality, and customer satisfaction across Brazil, Mexico, and other markets. As Senior Support Manager, you will define and execute the regional operating model, govern performance (SLA/SLO), manage escalations, standardize processes, and lead distributed Level 1/Level 2, Problem Management, and after-hours support teams.

Location: São Paulo

Workplace: Hybrid

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Define and implement the regional Support Operations operating model across LATAM.
•Lead and develop a distributed organization (Level 1, Level 2, Problem Management, and After-hours Support) across multiple countries.
•Drive operational excellence through governance, performance management, and continuous improvement.
•Own regional service performance including SLA/SLO attainment, escalation management, service quality, and customer satisfaction.
•Standardize support processes while balancing local market needs and manage workforce planning and resource optimization.

Key Requirements

•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.
•Strong expertise in ITIL-based Service Management (mandatory) and the ability to manage SLA/KPI performance.

Experience:Healthcare ITIT supportLATAM

Education:

Skills:Stakeholder managementCross-functional leadershipAnalytical decision-makingCustomer-centric mindsetContinuous improvement mindset

Languages:EnglishSpanish

Tech Stack:ITILSLASLONPSKLASRIS/PACSImaging InformaticsDiagnostic Imaging

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: 3.8

Website LinkedIn

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Philips

1 week ago

Support Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: São Paulo

Workplace: Hybrid

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Define and implement the regional Support Operations operating model across LATAM.
•Lead and develop a distributed organization (Level 1, Level 2, Problem Management, and After-hours Support) across multiple countries.
•Drive operational excellence through governance, performance management, and continuous improvement.
•Own regional service performance including SLA/SLO attainment, escalation management, service quality, and customer satisfaction.
•Standardize support processes while balancing local market needs and manage workforce planning and resource optimization.

Key Requirements

•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.
•Strong expertise in ITIL-based Service Management (mandatory) and the ability to manage SLA/KPI performance.

Experience:Healthcare ITIT supportLATAM

Education:

Skills:Stakeholder managementCross-functional leadershipAnalytical decision-makingCustomer-centric mindsetContinuous improvement mindset

Languages:EnglishSpanish

Tech Stack:ITILSLASLONPSKLASRIS/PACSImaging InformaticsDiagnostic Imaging

Company Brief

Philips

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: 3.8

Website LinkedIn