Service Delivery Manager

AU00 Agilent Technologies Australia Pty Ltd; New Delhi; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Agilent Technologies is seeking a Service Delivery Manager to lead service operations, drive profitability, and enhance customer experiences across hardware, software, and network products. You will coordinate field service engineers, manage delivery channels, and ensure compliance with health and safety standards.

The role requires strong leadership, strategic thinking, and financial acumen to optimize costs and revenue recognition while promoting continuous improvement and customer

Qualifications

• Must lead teams across diverse locations to optimize service delivery and profitability.
• Experience translating regional plans into country-level actions and priorities.
• Ability to manage revenues, costs, and key performance indicators.
• Proven track record in improving service delivery and customer satisfaction.

Responsibilities

• Set strategic intent and translate WW/Region plans to clear country plans with priorities.
• Own financial metrics and drivers; ensure team awareness of Revenues, Costs and COS%.
• Collaborate with Sales and other departments to align strategies and resolve conflicts.
• Use teams, tools, processes and systems to foster collaboration across delivery channels.
• Direct service management and align Direct, ASP, Partners, and On-line channels for best customer experience.
• Champion a customer-centric culture through escalations and feedback loops for program development.
• Lead change; think strategically and drive innovation.

Skills

Leadership

Communication

Strategy development

Financial reporting

Problem solving

Customer satisfaction

Time management

Data analysis

Continuous improvement

Education

Bachelor's or Master's in Analytical Chemistry/Instrumentation/Pharmacy/Biotechnology/Life Science or equivalent

Job description

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’ll 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 Graduate and Student Career Site Visit our career site and learn more 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. As scientists and clinicians pursue small, everyday advances and life-changing discoveries, we provide trusted answers to their most critical questions and challenges. Leveraging more than 50 years of expertise, we create advanced instruments, software, and consumables supported by teams of highly skilled and knowledgeable people. With 18,000 employees around the world, our global reach and comprehensive solutions provide the most reliable and accurate results, as well as optimal scientific, economic, and operational outcomes. We work collaboratively with our customers on their journey to make a real difference in human lives. Our culture is founded on trust, respect, and uncompromising integrity, and we pride ourselves on being a dynamic and inclusive workplace that celebrates diversity and fosters innovation. We can’t wait for you to join us as we continue our mission to improve the world around us.

Information about Agilent is available at Agilent.com.