Service Delivery Manager

Job Description

We are seeking a multifaceted and customer-focusedService Delivery Manager to lead service operations, drive business performance, and deliver exceptional customer experiences. This role plays a critical part in growing the service business by optimizing service delivery costs, maximizing lead generation opportunities, and ensuring accurate revenue recognition.

As a strategic leader, you will foster positive relationships across support organizations, align service delivery channels, and nurture operational perfection while maintaining a strong focus on profitability, customer satisfaction, and continuous improvement.

You will lead teams of Field Service Engineers responsible for the implementation, installation, repair, calibration, and support of hardware, software, and network products across Agilent and non-Agilent platforms.

Must agree to participate in Agilent-approved customer/vendor credentialing, including identification verification, certification compliance, and adherence to health and safety standards.

Desired Skills / Knowledge:

• Strong leadership abilities to motivate and manage teams across diverse locations.
• Excellent communication skills to effectively convey ideas, expectations, and feedback.
• Ability to develop and implement strategies aligned with company goals.
• Proficiency in financial reports, budgets, and key performance indicators to drive profitability.
• Effective problem-solving skills for prompt issue resolution.
• Commitment to high customer satisfaction and addressing customer concerns.
• Efficient time management and task prioritization across multiple locations.
• Analytical capabilities to interpret data and trends for informed decision-making.
• Promotion of a culture of continuous improvement and professional development.

Major Job Duties/Responsibilities:

• Set strategic intent and alignment - ability to translate WW/Region plans to clear country plans with priorities, and clearly communicate to management and staff
• Demonstrate business acumen - owns financial metrics and drivers and ensures team awareness, responsible for Revenues, Costs and total COS%
• Collaborate optimally - collaborate with Sales and other departments to ensure alignment of strategies.  Manage conflicts. Use teams, tools, processes and systems to develop environment that fosters collaboration
• Direct Service management and align whole delivery channels (Direct, ASP, Partners, On-line ) to support customers with most effective and customer friendly manner
• Champion a customer-centric culture through tools like Escalations and Close Loop Feedback, providing feedback for program development.
• Lead change - Think strategically.  Lead courageously.  Champion change and innovation of new ideas. Understand global service trends
• Expertise in daily service operations optimization and timely operational decision-making.
• Leadership in adherence to delivery processes and continuous improvement through Quality tools and effective technology utilization

Qualifications

• Bachelor's or Master's degree in Analytical Chemistry/Instrumentation/Pharmacy/Biotechnology/Life Science or equivalent 
• Minimum of 2 years’ work experience as People Manager, Managing team,
• Overall work experience should be > 8 years’ experience

Additional Details

Travel Required:

Shift:

Duration:

Job Function: