Incident Support Manager

Há 6 dias

Blumenau, Santa Catarina, Brasil Philips Tempo inteiro

Job Title:
Incident Support Manager


The Incident Support Manager (ISM) acts as a designated liaison between Philips RI Services and customers to provide support services.

The ISM is responsible for understanding customer support needs and ensuring the appropriate Philips support team engages.

In addition, the ISM manages support escalations to meet Philips agreed Service Levels with a key component being customer satisfaction.


Your role:

  • Manages the regional Service Delivery functions which includes the Service Desk and IT Governance (ITIL, PMO, Financials).
  • Establishes and manages the regional IT Infrastructure Service Catalog.
  • Establishes and manages the regional Install Base Service Level Agreements, Builds managment service relationship with customers (both internal and external to IT).
  • Ensure quality services are performed to the agreed Infrastructure SLA.
  • Ensure that systems, processes and methodologies specified are followed and to ensure effective monitoring, control and support of service delivery.
  • To provide Infrastructure reports to an agreed schedule (or on request), including management and financial performance reports.
  • Attend Infrastructure service review meetings; areas covered will include performance reports, service improvements, quality and processes.
  • Establishes and implements short
- and long-term strategies to deliver Infrastructure services to customers within reasonable schedules and budgets.

  • Connects the business to Infrastructure technology leveraging Applications/BRM teams.
  • Communicates and manages the regional Infrastructure Budget, Chargeback, and Allocation model.
  • Drives ITIL framework throughout IT Infrastructure organization including Incident/problem management, Change management, Service Level management.

You're the right fit if:

  • Bachelor, Master or comparable practical experience
  • Minimum 5 years of professional experience
  • Experience in Customer Service Management including management of digital channels and self service solutions.
  • Ability to interpret and report on performance. Strong analytical skills with the demonstrated ability to problem solve
  • Strong organizational and project management skills.
  • Able to present at senior level
  • Passion for the consumer / voice of the consumer capabilities.
  • Fluency in Business English
  • Drive operational excellence

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.

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