Senior Manager, Problem Management Office

• Lead the Problem Management Office as a cross-functional function responsible for identifying, analyzing, and preventing recurring incidents and operational challenges.
• Establish and maintain problem management frameworks, including root cause analysis, known error management, corrective action planning, change coordination, and knowledge management practices.
• Proactively identify recurring incidents, systemic risks, aging issues, and potential customer-impacting concerns while partnering with technical and operational teams to implement permanent solutions.
• Drive corrective actions from identification through completion and validation, ensuring remediation efforts deliver measurable improvements and prevent future incidents.
• Collaborate with Service Desk, Incident Management, Engineering, Quality, Delivery, Managed Services, and other stakeholders to improve service reliability and operational effectiveness.
• Provide executive-level reporting on problem trends, prevention initiatives, risk areas, backlog health, and progress against improvement goals.
• Lead, mentor, and develop Problem Managers and Problem Analysts while fostering accountability and continuous improvement across teams.
• Participate in critical escalations and governance activities when required, helping ensure rapid resolution and alignment across stakeholders.
• Promote data-driven decision-making and operational excellence through structured analysis, reporting, and process optimization.

Requirements:

• 5+ years of experience in problem management, incident management, service operations, technical support leadership, quality management, or related operational improvement roles.
• Proven experience leading cross-functional initiatives focused on root cause analysis, corrective actions, service improvement, and long-term prevention strategies.
• Strong knowledge of problem management methodologies, RCA techniques, known error management, change management, governance processes, and knowledge management practices.
• Experience influencing technical and business teams to deliver measurable improvements in complex operational environments.
• Familiarity with IT service management tools and processes, including ServiceNow Problem, Incident, Change, and Knowledge Management workflows.
• Experience in healthcare IT, clinical informatics, medical technology, regulated service environments, PACS, or similar industries is a plus.
• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Information Systems, Healthcare Informatics, or a related field, or equivalent professional experience.
• ITIL Foundation certification preferred, with additional ITIL Problem Management, Incident Management, or Change Enablement certifications considered an advantage.
• Lean Six Sigma Green Belt certification is a plus.
• Strong leadership, communication, analytical, and stakeholder management skills, with the ability to influence executive audiences and technical teams.
• Ability to thrive in fast-paced environments where customer availability, service quality, and continuous improvement are key priorities.
• Willingness to participate in critical escalation and governance activities outside standard business hours when needed.

Benefits:

• Competitive base salary range:
  • $117,000–$186,000 USD depending on location for eligible states.
  • $123,000–$195,000 USD depending on location for eligible states.
  • $131,000–$208,000 USD depending on location for eligible states.
• Additional compensation opportunities, including annual incentive bonuses and long-term incentives where applicable.
• Comprehensive benefits package including healthcare and wellness programs.
• Generous paid time off (PTO).
• 401(k) retirement plan with company matching contributions of up to 7%.
• Health Savings Account (HSA) with company contributions.
• Employee stock purchase plan.
• Education reimbursement and continuous learning opportunities.
• Remote work flexibility within the United States.
• Opportunity to contribute to meaningful healthcare technology initiatives that improve customer and patient outcomes.
• Collaborative environment focused on innovation, inclusion, and professional growth.