Director - Global Services Labwater
Veolia
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Benefits offered by this job
Job summary
Veolia is seeking a Director for Global Services Labwater, based in Lane End, High Wycombe with international travel. You will lead a worldwide service organisation within Labwater Solutions, shaping service strategies and delivering exceptional customer experiences.
You will manage teams across regions, drive KPIs, grow service revenues, and develop new digital service offerings while ensuring operational excellence and profitability.
Qualifications
- MBA or equivalent qualification.
- ItIL or equivalent service management certification.
- Experience leading an international service organisation and growing revenues.
- Experience in laboratory, life sciences, or technical environments.
Responsibilities
- Develop and execute the global service strategy across regions.
- Lead UK and international service teams to high performance.
- Develop international service teams including support and field service.
- Drive customer satisfaction via KPIs (CSAT, NPS, SLAs).
- Grow the global installed base and service engagement.
- Increase recurring revenue from service contracts and parts.
- Create new service offerings and digital solutions.
- Oversee global training via Labwater Centre of Excellence.
- Manage budgets and resources for efficiency and profitability.
- Collaborate with Sales, Product, Engineering, and Operations.
Skills
Education
Tools
Job description
Veolia Group is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specialising in water, energy, and waste management, Veolia Group designs and implements innovative solutions for decarbonisation, depollution, and resource regeneration, supporting communities and industries in their ecological transformation.
Veolia brings together a dedicated team of experienced professionals committed to tackling the world’s most complex challenges related to water scarcity, quality, productivity, and energy. Together, we pursue a shared mission to create a more sustainable future.
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Are you a strategic service leader with a passion for customer success, operational excellence, and building high performing international teams?
We are looking for an experienced Global Services Director to lead our worldwide service organisation within our Labwater Solutions business. This is a senior leadership opportunity for someone who thrives in an international environment and is driven to develop innovative service strategies, grow recurring revenues, and deliver an exceptional customer experience.
Working closely with the Managing Director and cross functional leadership teams, you will shape the future of our global service operations while supporting customers across the laboratory and life sciences sectors.
As Global Services Director, you will:
Develop and execute the global service strategy, ensuring consistent, high quality service delivery across all regions.
Provide direct leadership and management to service teams in the UK and internationally, developing a high performing global service organisation.
Lead and develop international service teams, including technical support, field service engineers, and customer success functions.
Drive customer satisfaction by monitoring and improving KPIs including CSAT, NPS, claims management, and Service Level Agreements (SLAs).
Monitor and drive growth of the global installed base, identifying opportunities to expand service engagement and customer lifetime value.
Increase service contract coverage rates across the installed base, driving recurring revenue through service agreements, consumables and spare parts.
Develop new service offerings and digital service solutions that enhance customer value and business performance.
Establish and oversee global training programmes through our Labwater Centre of Excellence, ensuring a highly capable worldwide service network.
Manage departmental budgets and resources to deliver operational efficiency and profitability.
Collaborate with Sales, Product Management, Engineering, and Operations to ensure service excellence supports wider business objectives.
Contribute to product safety and serviceability during product development.
We are looking for a commercially minded leader who combines strategic thinking with hands-on operational expertise.
An MBA or equivalent advanced qualification.
Certification in a recognised service management methodology (such as ITIL).
Demonstrable experience leading an international service organisation, with a proven track record of delivering operational excellence, growing service revenues, managing budgets, and developing high performing teams within a laboratory, life sciences or technical environment.
Experience within laboratory instrumentation, life sciences, scientific equipment, or a related technical industry.
Proven success managing international teams, budgets, and service improvement programmes.
Strong commercial awareness with experience developing profitable service offerings.
Excellent analytical, problem solving, communication, and leadership skills.
Experience using service management systems and performance metrics.
Fluent English (additional languages are advantageous).
A full UK driving licence.
Willingness to travel internationally as business needs require.
This is an opportunity to make a significant impact within a growing global business where service excellence is central to our success.
You will work with talented international teams, influence strategic direction, and help shape innovative service solutions for customers around the world.
We offer a comprehensive benefits package to support your well-being, work-life balance, and long-term security. You'll enjoy 25 days of annual leave to recharge, while our enhanced pension scheme ensures a strong foundation for your future.
We are partnered with a great benefits provider to offer you exclusive discounts and recognition programs. Maintain your eye health and stay protected with our eye care and flu vouchers. Take advantage of our wellbeing services, including 24/7 access to virtual GP consultations, and refer a friend to be in with a chance of being rewarded for helping us grow our teams with talented individuals.
That's not all... you also have the option to enrol in a range of flexible benefits, including BUPA Private Medical Insurance, Buy / Sell Annual Leave, Group Income Protection, Dental and Travel Insurance. You can also opt for Group Life Assurance and Critical Illness cover for both you and your partner, for added peace of mind. And lastly you can take advantage of Personal Computer, Car Leasing and Cycle to Work Schemes to further enhance your lifestyle.
As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.
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