Agilent
Service Delivery Manager
Overview
We are seeking a multifaceted and customer-focused Service Delivery Manager to lead service operations, drive business performance, and deliver exceptional customer experiences.
About Agilent
As a global leader in laboratory and clinical technologies, we are passionate about bringing great science to life. Our commitment to quality and innovation supports cutting-edge life science research, patient diagnostics, and ensures the safety of water, food, and pharmaceuticals.
Requirements & Eligibility
- 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
- Must agree to participate in Agilent-approved customer/vendor credentialing, including identification verification, certification compliance, and adherence to health and safety standards
Key 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
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