Service Delivery Manager-Enterprise Business

• Translate regional and global strategies into clear country-level priorities and execution plans
• Drive innovation, change initiatives, and strategic programs to support business growth
• Identify gaps and implement improvement actions to strengthen service delivery
• Establish Agilent as a leading analytical laboratory relocation services provider in India while creating awareness across geographies

• Deliver complex customer programs that improve laboratory productivity and operational performance.

• Develop and execute laboratory-wide asset support strategies to maximize uptime and efficiency.
• Drive customer success initiatives through proactive planning and execution.
• Act as a trusted advisor to customers by understanding their business challenges and identifying opportunities to improve productivity and utilization.
• Build strong customer relationships through regular engagement and feedback
• Lead customer-centric programs that promote service excellence and enhance overall customer experience.

• Build, mentor, and develop high-performing, future-ready team
• Ensure readiness to support complex products, technologies, and workflows
• Drive succession planning, resource mapping, and continuous learning initiatives
• Foster a culture of innovation, collaboration, and continuous improvement 

• Partner closely with Sales, Service, and Solution units to ensure aligned execution
• Establish strong communication channels and collaboration frameworks
• Act as a bridge between customers and internal stakeholders to ensure seamless delivery
• Ensure best practices from different regions can be adapted and timely execution of it.

• Drive service revenue growth, operational efficiency, and cost optimization
• Expand value-added service offerings and improve market penetration
• Delivery on key performance metrics such as revenue, cost of service (COS), and customer experience (ACX)
• Develop and implement programs to support sustainable business growth 

Additional Details:
•    This full time role is based in Manesar and follows a regular shift schedule (8 AM to 4:30 PM IST).
•    The work model is hybrid, with flexibility depending on business needs.
•    Candidates may be based anywhere in India; relocation assistance will be provided for outstation candidates.
•    Diversity candidates will be considered.
•    This role involves 80% travel PAN India.
 

Qualification Section:    

Bachelor’s/Master’s Degree in Chemistry, Pharma, Engineering, or related field
•    8+ years of relevant service or team management experience
•    Strong understanding of customer environment and there business need, service delivery, and various levers of lab productivity improvement initiatives
•    Proven leadership during program handling, problem-solving, and cross-functional collaboration
•    Good knowledge of service business metrics, operational efficiency, and customer experience
•    Effective communication and stakeholder management skills