Service Delivery Director

Job Description

The Service Delivery Director is a strategic business leader responsible for driving profitable growth, operational excellence, and customer satisfaction across Agilent's service organization. This role leads field service operations, develops high-performing service teams, and partners across the organization to deliver exceptional customer experiences while achieving financial objectives.

The Service Delivery Director is accountable for leading service delivery strategies that improve efficiency, expand service revenue opportunities, optimize customer outcomes, and strengthen Agilent's competitive position in the marketplace. Success in this role requires a balance of commercial acumen, operational leadership, talent development, and customer engagement.

What Success Looks Like

A successful Service Delivery Director drives sustained revenue growth, achieves P&L commitments, develops engaged and high-performing teams, improves service operational efficiency, and delivers an exceptional customer experience that strengthens Agilent's position as a trusted partner.

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.

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least October 1, 2026 or until the job is no longer posted. It is sales incentive eligible. In the US, this position is eligible for choice of company car or reimbursement for personal vehicle usage.The full-time equivalent pay range for this position is $174,525.00 - $290,875.00/yr plus eligibility for bonus, stock and benefits. 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/locationsAgilent Technologies, Inc. is an Equal Employment Opportunity and merit-based employer that values individuals of all backgrounds at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to creating and maintaining an inclusive in the workplace where everyone is welcome, and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email [email protected] or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Travel Required:

25% of the Time

Shift:

Day

Duration:

No End Date

Job Function:

Services & Support