Sr Principal, Business Process Analyst (Service Delivery Excellence)

Waters Corporation; Milford (MA); On-site; USD 129,000 - 215,000; Full time

Job summary

Waters Corporation is seeking a Sr Principal, Business Process Analyst to lead margin expansion and operational excellence across four service divisions. You will drive process improvements, capacity optimization, and technology enablement including AI/ML, coordinating with Finance, HR, IT, and Legal to protect integrations during acquisitions.

The role requires deep P&L and transformation experience to deliver measurable margin gains while aligning service delivery with strategic objectives and

Qualifications

• Bachelor's degree in Business, Engineering, Operations Management, or related field; MBA preferred.
• 12+ years in service delivery operations or business process management.
• Demonstrated P&L acumen with margin-expansion experience.
• Experience leading M&A integration or large organizational change.
• Global organization experience with complex service delivery models.
• Strong capability in process mapping, data analysis, and requirements gathering.
• Experience enabling operations with AI/ML technologies.

Responsibilities

• Lead margin expansion and operational excellence initiatives across four divisions, targeting $200M EBIT improvement.
• Identify and implement improvements to service delivery processes, capacity modeling and optimization.
• Drive AI/ML-enabled technology for service delivery and scale delivery operations.
• Provide strategic guidance on investment priorities and interdependencies with revenue growth and tech.
• Design operating mechanisms for cross-divisional alignment and change management.
• Develop detailed process maps and documentation; maintain a repository of standardized processes.
• Architect executive-level presentations for CEO, SVP, and Board audiences.

Skills

P&L acumen

Operational excellence

Service delivery

Change management

Cross-functional leadership

Data analysis

Process mapping

AI/ML applications

Executive storytelling

Lean concepts

Education

Bachelor's degree in Business, Engineering, Operations Management, or related

MBA preferred

Tools

Process modeling platform

Job description

Sr Principal, Business Process Analyst (Service Delivery Excellence)

Job Details

• Req. # 28625
• Job Family PS - Professional Services
• Location US
• Pay Range Minimum USD $128,500.00
• Pay Range Maximum USD $214,500.00

Overview

Our Enterprise Transformation team is on a mission to improve business outcomes and employee experiences by driving step-change improvements in critical enterprise processes, and the technology and analytics supporting these.

As a Sr Principal, Business Process Analyst (Service Delivery Excellence), you will be responsible for driving planning, execution, and accountability for margin expansion and operational excellence initiatives across four service business units representing $1.7B in service revenue and a $200M+ EBIT improvement target. This role requires deep expertise in service delivery operations, strong P&L acumen, and proven experience leading operational transformation through complex organizational change including M&A integration. Operating with enterprise-level strategic perspective, you will identify opportunities that extend beyond individual divisional strategies, ensure operational excellence initiatives remain coordinated and protected during the integration of two acquired service businesses, and translate strategic objectives into scalable processes enabled by technology including AI/ML. This role partners with commercial & service leadership across four commercial divisions, and cross-functional leaders in Finance, HR, Operations, IT, and Legal to maximize operational efficiency, capacity optimization, and margin expansion.

Responsibilities

• Lead or support margin expansion and operational excellence initiatives across all four commercial divisions, setting targets, tracking progress, and course-correcting to achieve the $200M+ EBIT improvement target while protecting and accelerating operational improvements during integration of acquired businesses
• Identify and implement improvements to service delivery processes, capacity modeling and optimization, workforce productivity, and operational efficiency, ensuring infrastructure supports margin expansion objectives and eliminates operational friction
• Drive technology enablement of service delivery processes through AI/ML and other advanced technologies, identifying opportunities to augment capability, improve productivity, and scale delivery operations without proportional headcount growth
• Identify enterprise-level strategic opportunities visible only from a cross-divisional perspective, providing strategic guidance on investment priorities, operational optimization, and how initiatives interact with revenue growth and technology investments
• Design and implement operating mechanisms that drive alignment and execution across four independent service organizations, leading change through influence and ensuring division leaders have the tools and frameworks needed to execute on operational excellence priorities
• Partner across the Service Excellence leadership team (Revenue, Delivery, Systems & Technology, Analytics) to ensure operational initiatives are revenue-aligned, technology-enabled, and data-supported, with particular focus on ensuring integration transitions strengthen rather than disrupt operational performance
• Develop detailed process maps, workflows, and documentation in a business process modeling platform. Identify inefficiencies, bottlenecks, control gaps, and improvement opportunities. Maintain a repository of standardized process documentation
• Design future-state processes aligned with business objectives and best practices. Define measurable improvements in cycle time, quality, cost, and customer experience. Support business case development for transformation initiatives. Translate business processes into functional requirements for technology solutions
• Analyze operational data to identify trends, performance issues, and improvement opportunities. Define process KPIs and performance metrics. Define business‑critical operational KPIs and capacity metrics, set division‑level margin and efficiency targets, and recommend resource allocation and investment priorities tied to measurable margin expansion and productivity outcomes
• Architect executive‑level presentations and strategic communications, translating operational strategy, performance data, and complex initiatives into compelling narratives for CEO, SVP, and Board audiences

Qualifications

• Bachelor's degree in Business, Engineering, Operations Management, or a related discipline, MBA preferred
• 12+ years of experience in service delivery operations, operational excellence, or business process management
• Demonstrated P&L acumen with experience driving margin expansion and operational efficiency in service businesses
• Proven experience leading initiatives through M&A integration or complex organizational change
• Experience in global organizations with complex service delivery models across multiple business units
• Strong understanding of business process mapping, root cause analysis, data analysis and interpretation, and requirements gathering
• Strong understanding of capacity modeling, workforce optimization, and service delivery operations
• Experience with technology enablement of operations, including AI/ML applications in service delivery environments
• Proven ability to lead cross‑functional transformation initiatives and operate effectively through influence
• Strong analytical and problem‑solving skills with ability to translate complex operational data into actionable strategic insights
• Solid understanding of Lean concepts and tools a plus
• Strong influencing skills, proven ability to work across organizational boundaries driving change and harmonization across a global organization
• Results oriented mindset, operates with high sense of urgency. Proven track record of solving challenging problems

Company Description

Waters Corporation (NYSE:WAT) is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide.

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.