Service Delivery Director

Key Responsibilities

Business and Financial Leadership

• Own and deliver service business performance, including revenue growth, profitability, margin improvement, and operational efficiency.
• Drive strategies that increase service contract renewals, service attachment rates, lead generation, and revenue recognition.
• Manage and achieve P&L objectives through disciplined financial planning, forecasting, and resource management.
• Identify opportunities to reduce service delivery costs while maintaining high levels of customer satisfaction and service quality.
• Monitor and analyze key business metrics to drive continuous improvement and informed decision-making.

Customer Experience and Service Excellence

• Champion a customer-centric culture focused on delivering exceptional service experiences and long-term customer loyalty.
• Ensure customer needs are understood and translated into effective service solutions, delivery models, and support processes.
• Develop and implement strategies to improve service quality, responsiveness, and overall customer satisfaction.
• Engage directly with strategic customers and stakeholders to strengthen relationships and resolve escalated service issues.

Operational Leadership

• Lead service delivery operations to ensure successful installation, maintenance, repair, calibration, qualification, and support of Agilent and non-Agilent products and systems.
• Establish operational standards, performance expectations, and best practices that drive consistency and efficiency across the organization.
• Optimize workforce planning, resource allocation, and service execution to maximize productivity and service profitability.
• Drive continuous improvement initiatives focused on operational excellence, process optimization, and scalability.

Talent and Team Leadership

• Lead, develop, and inspire teams of Field Service Engineers, Service Technicians, and service leaders.
• Foster a high-performance culture focused on accountability, collaboration, innovation, and customer success.
• Provide coaching, mentoring, and professional development opportunities to strengthen employee engagement and organizational capability.
• Build succession plans and leadership pipelines to support long-term business growth.

Cross-Functional Collaboration

• Partner closely with Sales, Commercial Operations, Customer Success, Technical Support, Marketing, Quality, Regulatory, and Business Unit leaders to support strategic objectives.
• Collaborate across regional and global organizations to share best practices and drive alignment.
• Support service-related business initiatives, acquisitions, product launches, and organizational transformations.

Compliance and Safety

• Ensure compliance with company policies, regulatory requirements, customer site access requirements, and industry standards.
• Maintain adherence to customer and vendor credentialing requirements, including health, safety, security, and certification standards.
• Promote a culture of safety, integrity, and operational compliance throughout the organization.

Qualifications

• Bachelor's degree in Engineering, Life Sciences, Business, Operations, or a related discipline; Master's degree preferred.
• Demonstrated leadership experience managing service, operations, technical support, or field service organizations.
• Minimum of 5 years of experience leading people, programs, projects, or business functions.
• Experience managing budgets, operational performance, and business financials.
• Strong understanding of customer service operations, field service management, and business performance metrics.
• Proven ability to lead through change and drive organizational transformation.

Preferred Qualifications

• Experience leading geographically dispersed or multi-site service organizations.
• Prior ownership of P&L or significant operating budgets.
• Background supporting laboratory, analytical instrumentation, life sciences, diagnostics, healthcare, or related technical environments.
• Experience implementing continuous improvement methodologies such as Lean, Six Sigma, or operational excellence programs.
• Track record of building high-performing teams and driving measurable business outcomes.

Additional Requirements

• Ability to travel as needed to support employees, customers, and business operations.
• Must consent to participate in and meet Agilent-approved customer and vendor credentialing requirements necessary to access customer sites. Requirements may include proof of identity, certifications, training records, immunizations, health and safety compliance documentation, and other customer-specific requirements.