Customer Program Manager

Job Title

Job Description

Be part of a team connecting patients with hospitals, helping to make a difference and improving lives every day.

In this role, you have the opportunity to:

Lead customer-facing programs for Radiology Informatics (RI) - including PACS, RIS, and enterprise imaging solutions - to meet project objectives, stakeholders’ expectations, and create lasting customer value.

Your role:

As a PhilipsCustomer Program Manager for Radiology Informatics, you will be at the leading edge of healthcare innovation, improving customer satisfaction (NPS) by delivering software solutions that meet our healthcare customers’ needs. You will use project methodologies such as PMP/PRINCE2 to manage complex software implementation projects through their full lifecycle, from customer order signature to revenue recognition, go-live, and handover to Support Services.

Using a structured approach, you will provide timely and regular stakeholder communication (internal and external) supported by clear documentation, effective risk management, and rigorous management of the customer acceptance process.

This is a field-based role, predominantly covering customers across the UK, Ireland, and the Nordics (Denmark, Sweden, Norway, Finland), with responsibility to support other areas within Northern Europe as needed. You will work from home with regular travel to customer sites.

You are responsible for:

• Overseeing and managing large-scale, cross-functional projects (typically >€/£1M budget), ensuring delivery across scope, timeline, budget, quality, resources, and risk.
• Gaining agreement on and achieving project goals and objectives; balancing and managing the project scope (including requirements), schedule, budget, quality, resources, and risks.
• Driving decision-making, appropriately balancing risk-taking and issue escalation, and setting up detailed progress/escalation reports with clear corrective actions.
• Building strong relationships with customers and external partners within the region up to senior leadership level.
• Representing projects in steering committees and governance forums.
• Leading and empowering diverse project teams, enabling team members to become efficient and effective.
• Ensuring adherence to standardized solution delivery processes (e.g., SOLiD/Gearshift framework) and providing a flawless customer experience.
• Ensuring that RI solutions are delivered according to agreed scope, quality, budget, and time targets.
• Managing external parties such as subcontractors and partners, including complex or customized contract environments.
• Ensuring cost performance and optimization by driving KPIs such as utilization rate by role/skill level and project costing/recalculation.
• Controlling project budgets and project progress; evaluating all change requests for feasibility, cost/benefit, and added value; taking corrective actions.
• Supporting the revenue and cost forecast process for projects and ensuring changes to the forecast are reported and flagged promptly.
• Managing workforce planning and resource allocation across projects to ensure seamless delivery and flawless customer experience.
• Developing proposals to improve processes and procedures proactively in the interest of continuous improvement.

You are part of:

Enterprise Informatics RI S&SD Implementation Northern Europe. You will report to the EI RI S&SD Implementation Project Management Leader in Northern Europe. You will be part of an inspiring team that has the goal to strengthen and drive performance of EI RI S&SD Implementation within Northern Europe.

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

• 5+ years of work experience in software professional services and project management, ideally across different countries/markets.
• A degree/qualification in Software Engineering, Business Engineering, or equivalent.
• Must have related healthcare domain experience.
• PMP (PMI) certified or equivalent (mandatory).
• Professional knowledge of project management methodologies and estimation techniques (resources, cost, time, and risks).
• Proven experience delivering healthcare IT/software projects, ideally including Radiology Informatics and PACS.
• Functional knowledge of applied products and systems, and their interaction with third-party systems.
• Financial acumen to influence margin in the pre-sales phase and to improve margin during delivery execution.
• Communication skills to manage relationships with executive/management representatives of customers.
• Experience managing teams, subcontractors, and complex contract negotiations.
• Relevant experience with improvement projects for software delivery, meeting time, budget, and quality targets.
• Experience in analyzing process performance, identifying improvement opportunities, and driving change.
• Knowledge of quality and compliance requirements.
• Knowledge of Health & Safety standards; ideally in-depth experience in the Health Systems industry.
• Comprehensive understanding of "people business" - managing key skills in project, solutions, and services business, and driving continuous professionalization.
• Quality-first mindset.
• Excellent verbal and written communication skills.
• Fluent in English (written and verbal); additional European languages (e.g., Scandinavian languages) are beneficial.
• Acts as a role model for our Philips Leadership Asks: Customers first; Patient Safety, Quality and Integrity always; Team up to win; Take ownership to deliver fast; Eager to improve and inspire.
• Clear driving license and willingness to travel. About 60% travel required to customer sites across UK/I & occasionally to the Nordics.

How we work together:

We believe that we are better together than apart. This is a field-based role, most effectively done at customer or partner locations. You will be supported with a competitive salary, performance bonus, company car/allowance, family-friendly policies, flexible benefits, and access to Philips University.

Due to the role working in the healthcare environment, a standard DBS (Disclosure and Barring Service) criminal record check will be required.

Compensation & benefits

Doing meaningful work should come with fair, transparent rewards. The base salary range for this role is£53,410.00 - £83,930.00. We determine pay within the range using objective factors, like the skills the role requires, your relevant experience and the responsibility you'll have in this role, alongside internal equity and local market considerations.

This role is eligible for bonus incentive, with your rewards linked to KPIs/company results. We’ll share the full approach with you during the interview process, so you can make a clear, informed decision.

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. If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.

About Philips UKI

In the UK, we are recognized as a Disability Confident employer and are proud to be part of the Armed Forces Covenant and Mental Health at Work Commitment. We welcome all applicants including those from minority backgrounds, LGBTQIA+, and individuals living with a disability.

Because we are at our best when you are, you can safely share any reasonable tools or adjustments needed during our recruitment process and beyond.