Senior Manager, Problem Management Office (Remote, U.S.)

Job Title

Senior Manager, Problem Management Office (Remote, U.S.)

Job Description

Senior Manager, Problem Management Office (Remote, U.S.)

Lead the Problem Management Office for North America Support, driving a proactive, prevention-focused approach that eliminates recurring customer issues, strengthens operational excellence, and delivers lasting improvements across our clinical imaging informatics support organization.

Your role:

• Lead the Problem Management Office as a cross-functional function responsible for preventing repeat incidents through structured problem management, root cause analysis, corrective actions, and operational governance.

• Drive proactive identification of recurring incidents, systemic risks, aging issues, and install base exposure while partnering with Service Desk, Major Incident Management, Advanced Services, Engineering, Quality, Delivery, Managed Services, and R&D to implement permanent solutions.

• Establish and govern problem management standards, including root cause analysis, known error records, corrective action planning, change coordination, knowledge management, and audit-ready documentation to improve service quality and customer outcomes.

• Track corrective actions from identification through implementation and validation, ensuring software updates, configuration changes, technical remediation, and field execution are completed and deliver measurable prevention of future incidents.

• Lead and mentor Problem Managers and Problem Analysts while providing executive-level reporting on systemic risks, prevention initiatives, backlog health, and organizational progress. This role may require participation in critical escalations and governance activities outside of standard business hours.

You're the right fit if:

• You've acquired 5+ years of experience in problem management, incident management, service operations, technical support leadership, or quality/process leadership, with demonstrated success leading cross-functional operational improvement and permanent corrective action initiatives. Previous leadership experience managing technical or operational teams is preferred.

• Your skills include expertise in problem management, root cause analysis (RCA), known error management, corrective action planning, governance, change management, and knowledge management. You have strong analytical and communication skills and are experienced influencing cross-functional teams to deliver measurable operational improvements. Bonus skills include: ServiceNow Problem, Incident, Change, and Knowledge Management processes; radiology informatics; PACS; healthcare IT; medical devices; regulated service environments; Change Advisory Board (CAB) participation; and install base correction programs.

• You have a Bachelor's degree in Information Technology, Computer Science, Engineering, Business Information Systems, Healthcare Informatics, or a related field, or an equivalent combination of education and experience. ITIL Foundation certification is preferred, along with ITIL Specialist or Practitioner certifications in Problem Management, Incident Management, or Change Enablement. Lean Six Sigma Green Belt certification is a plus.

• You're a strategic and collaborative leader who excels at driving accountability through influence, transforming recurring operational challenges into long-term prevention strategies, and communicating effectively with technical teams, executive stakeholders, and cross-functional partners. You thrive in fast-paced environments where customer uptime, service quality, and continuous improvement are critical and are willing to participate in critical escalation and governance activities outside of standard business hours when needed.

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. 

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 c