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Philips IT Services Manager in Framingham, Massachusetts


If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

In this role, you have the opportunity to

Enable mission critical delivery of Business and IT programs/projects upon business requirements through coordinating PHM IT Services deliverables & resources using monitoring, measuring, reporting and reviewing current performance of services and components to ensure business requirements are achieved.

You are responsible for

  • Consistently delivering high quality software at a sustainable speed, maintaining an advanced level of software craftsmanship as established by the SW CoE

  • Ensuring adherence to all applicable development processes, legal, quality, security and regulatory requirements

  • Developing high performing teams, using best in class practices regarding recruitment and selection, adequate staffing, remuneration, goal setting, performance appraisals and people development. Making use of technical content and deliverables as well as feedback from others when appropriate

  • All running services delivered by Lifeline IT Services towards our Mission Critical Functions, ensuring operational excellence, reviewing performance of all internal and external stakeholders in relation to the service performance based on agreed SLAs / OLA’s / UC’s

  • Managing, communicating and engaging on Annual Operating Plans and Forecasts with key stakeholders

  • Owning the Lifeline IT service catalog and ensures that it is transparent, up to date and aligned with key stakeholders

  • Accurate and up-to-date policies and procedures around operational run-books for disaster recovery and system maintenance.

  • Support of Mission Critical Systems and direct delivery of services/applications/products to defined service levels

  • Tracking and managing service consumption vs available budget; initiates actions based upon discrepancies.

  • Development of and reporting on service delivery and operational KPIs per service area and functional area

  • Providing business system analysis services to support and execute on strategic roadmap projects; driving flexible, measurable and efficient stakeholder collaboration, allowing projects to better identify and meet stakeholder expectations, improve quality, support delivery on time, and on budget with a consistent way of working.

  • May work on efforts to introduce new applications and major upgrades or decommissioning of existing applications used by PHM NA employees and business partners. These are large scale projects involving business operations, business critical and mission critical applications that require working with a cross-functional team.

  • Providing inputs for creation of mid and short-term vision and transformation based on the long-term vision.

  • Leading efforts to introduce new applications and upgrades/enhancements/fixes to existing mission critical applications.

  • Analysis of specific business processes and workflows for improvements.

  • Conducting business analysis, eliciting customer requirements, leading user story mapping activities, and prioritizing features.

  • Working across cross-functional stakeholders to gain approval for and resolving issues related to requirements, design and implementation.

  • Working with the operational teams to define business processes that work with the new or enhanced systems

You are a part of

The Personal Emergency Response Systems (PERS) and Sr. Living Group that is responsible for both operational and financial aspects of the Philips Lifeline Products.

To succeed in this role, you should have the following skills and experience

  • Bachelor degree with a minimum 10 years of related experience or Master degree with a minimum 5 years of experience in related field.

  • Minimum 5 years management experience, preferably in area of Business Analysis, Product Owner, or Scrum Team management

  • Deep knowledge of IT service delivery, infrastructure and application support, security, networking, business continuity, business strategies, goals and objectives.

  • Experience with IT operations and/or working in liaison position with IT operations teams.

  • Business process analysis experience required

  • Good working knowledge of using SAFe Agile and/or LEAN methodologies, experience with Pega a plus

  • Demonstrated attention to detail, proven problem solving and decision-making skills

  • Strong planning, and organization skills.

  • Solid teamwork and interpersonal skills that enables partnerships with colleagues across various departments

  • Strong verbal, written communications, presentation and facilitation skills

  • Knowledge of, ServiceMax are a plus.

  • Experience in customer service, finance, supply chain or sales operations and a HIPAA regulated environment are helpful.

  • Experience with logistics processes in industrial manufacturing, marketing, development or purchasing processes desirable.

Your team

You will manage a team highly skilled in application development and delivery. You will report to IT Services Leader under the Lifeline business. This position ultimately reports up to IT Operations, Services, Data and Security Leader under the Lifeline organization.

In return, we offer you

The ability to collaborate with, learn and grow from colleagues in a highly complex, global organization where you can use your strengths to help drive strategic business initiatives for Philips.  Additionally, we provide you a dynamic working environment in an innovative business, paired with a competitive salary, excellent benefits, and a supportive atmosphere where you can sharpen your talents with new challenges and career opportunities.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

Company relocation benefits will not be provided for this position. Candidates need to live within the territory or within commuting distance to Framingham, MA. 

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran