Head of Customer Service Solutions Product Management

OMEGA, Inc.; Malvern; Hybrid; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Global impact

Job summary

Malvern Panalytical is seeking a Head of Customer Service Solutions Product Management to lead global pricing and service product management for its aftermarket service business. You will drive revenue growth, improve profitability, and deliver customer value across the installed base through data-driven pricing frameworks and scalable pricing strategies.

Collaboration with Service, Finance, Commercial Excellence, and digital teams will shape contracts, digital services, and recurring revenue

Qualifications

• Bachelor's degree in Business, Engineering, Economics, Finance, Marketing, or a related field.
• 10+ years of experience in product management, pricing, service commercialization, aftermarket services, or a related commercial leadership role.
• Proven experience leading global pricing, commercial excellence, or transformation programmes that have delivered measurable business results.
• Strong financial, commercial, and analytical skills with experience using data to inform pricing, profitability, and growth decisions.
• Experience working within service-based, capital equipment, scientific instrumentation, life sciences, industrial technology, or similar B2B environments.
• Exceptional stakeholder management and leadership skills with the ability to influence senior executives and drive change across global organisations.
• An MBA or relevant postgraduate qualification would be advantageous.

Responsibilities

• Develop and execute the global pricing strategy for spare parts, consumables, service contracts, labour rates, premium service offerings, and digital services.
• Lead global pricing transformation initiatives, including the implementation of automated pricing systems, pricing governance frameworks, and scalable pricing methodologies.
• Drive service contract commercialization and lifecycle management, improving contract attachment rates, renewals, customer retention, and recurring revenue performance.
• Manage and grow the global service product portfolio, identifying opportunities in digital services, subscription models, predictive maintenance, remote support, and outcome-based services.
• Build advanced pricing, profitability, and commercial analytics capabilities to support data-driven decision making and improve business performance.
• Lead and develop a global team of pricing, service product management, and business analytics professionals while partnering with senior leaders across the organisation.

Skills

Pricing strategy

Global pricing

Service commercialization

Leadership

Stakeholder management

Data-driven pricing

Education

Bachelor's degree in Business/Engineering/Economics/Finance/Marketing

MBA or relevant postgraduate

Job description

Job Details

Job Title – Head of Customer Service Solutions Product Management

Job Type - Full Time

Location – Global / Hybrid (as applicable)

Role Benefits - Competitive Salary + Benefits Package and more

We're BIG on small!

About the role

As Head of Customer Service Solutions Product Management, you will lead the global pricing and service product management strategy for Malvern Panalytical's aftermarket service business. You will be responsible for developing and executing commercial strategies that drive revenue growth, improve profitability, enhance price realization, and deliver greater customer value across the global installed base. Working across Service, Finance, Commercial Excellence, Product Divisions, Digital, IT, Marketing, and regional teams, you will lead major transformation initiatives spanning service pricing, service contracts, digital services, and commercial excellence. This is a highly visible leadership role with responsibility for building scalable, data-driven pricing frameworks and service product strategies that support long-term growth and market competitiveness.

What you'll be doing

• Develop and execute the global pricing strategy for spare parts, consumables, service contracts, labour rates, premium service offerings, and digital services.
• Lead global pricing transformation initiatives, including the implementation of automated pricing systems, pricing governance frameworks, and scalable pricing methodologies.
• Drive service contract commercialization and lifecycle management, improving contract attachment rates, renewals, customer retention, and recurring revenue performance.
• Manage and grow the global service product portfolio, identifying opportunities in digital services, subscription models, predictive maintenance, remote support, and outcome-based services.
• Build advanced pricing, profitability, and commercial analytics capabilities to support data-driven decision making and improve business performance.
• Lead and develop a global team of pricing, service product management, and business analytics professionals while partnering with senior leaders across the organisation.

About you

• Bachelor's degree in Business, Engineering, Economics, Finance, Marketing, or a related field.
• 10+ years of experience in product management, pricing, service commercialization, aftermarket services, or a related commercial leadership role.
• Proven experience leading global pricing, commercial excellence, or transformation programmes that have delivered measurable business results.
• Strong financial, commercial, and analytical skills with experience using data to inform pricing, profitability, and growth decisions.
• Experience working within service-based, capital equipment, scientific instrumentation, life sciences, industrial technology, or similar B2B environments.
• Exceptional stakeholder management and leadership skills with the ability to influence senior executives and drive change across global organisations.

An MBA or relevant postgraduate qualification would be advantageous.

What's in it for you

• Lead the development of a world‑class global service pricing and commercialization capability.
• Shape the future of aftermarket services, recurring revenue models, and customer value creation.
• Influence strategic decisions across pricing, service products, digital solutions, and commercial excellence initiatives.
• Work with senior leaders across a global organisation on high‑impact transformation programmes.
• Enjoy a competitive rewards package and opportunities for continued professional and leadership development.

Company information

We provide market‑leading, material characterization technologies for the world's most innovative companies, academic institutions, and government laboratories in the analytics of advanced materials. We support our customers through their biggest challenges, from developing lifesaving vaccines to sustainable fuels. We wake up every day to delight our customers through innovation, high‑quality solutions and workflows, and excellence in customer satisfaction. We are a recognized leader for quality and insights in material characterization; winning customers with performance and keeping them with service. With more than 2,000 employees operating in over 20 countries across the world, and R&D sites in North America, Europe and Asia. We are part of Spectris, a company which combines precision with purpose to equip customers to solve some of their greatest challenges to make the world cleaner, healthier and more productive. In 2025, Spectris acquired Micromeritics as part of Malvern Panalytical.

We provide market‑leading, material characterization technologies for the world's most innovative companies, academic institutions, and government laboratories in the analytics of advanced materials. We support our customers through their biggest challenges, from developing lifesaving vaccines to sustainable fuels. We wake up every day to delight our customers through innovation, high‑quality solutions and workflows, and excellence in customer satisfaction. We are a recognized leader for quality and insights in material characterization; winning customers with performance and keeping them with service. With more than 2,000 employees operating in over 20 countries across the world, and R&D sites in North America, Europe and Asia. We are part of Spectris, a company which combines precision with purpose to equip customers to solve some of their greatest challenges to make the world cleaner, healthier and more productive. In 2025, Spectris acquired Micromeritics as part of Malvern Panalytical.