Customer Program Manager

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About the role

Job Title Customer Program Manager 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 Philips Customer 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

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