Service delivery manager

Job Description

We are seeking a multifaceted and customer-focused Service 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

This job has a full time weekly schedule. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locations

Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Travel Required: 50% of the Time
Shift: Day
Duration: No End Date
Job Function: Services & Support