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 cus...