Service Delivery Manager

In this role, you will provide both leadership and management oversight over all aspects of service delivery including customer relationship, organizational capability, employee development, financial results and operational processes. You will collaborate cross functionally with sales, marketing, administrative and service organizations to build strong alignment for operational initiatives to achieve desired outcomes, contributing to develop business opportunities and design support programs to meet the needs of external customers.

**Main Duties/Responsibilities**:

- Executes upon and grows our highly transactional business model (operational excellence) as well as creates a customer intimacy model for key accounts
- Ensures the business system is achieving the stated goals and takes corrective action on performance and opportunity gaps as appropriate while mitigating risk to Agilent's business
- Serve as a champion for effectively communicating service value both internally and to Customers
- Maintains customer alliances with key Agilent customers, as well as builds strategic partnerships in order to execute the business strategies
- Incorporates innovative business practices and models to build customer relationship and drive customer loyalty and service portfolio adoption in a very competitive landscape
- Formally reviews all business operations to ensure brand, culture and strategic objectives are achieved.
- Utilize Data Analytics to provide business insights to key customers
- Deliver Quarterly Business Reviews and customer engagements events to drive loyalty
- Collaborate with sales to provide innovative solutions for key customers
- Works with other value chain members (Sales, Division, and others) to identify and take advantage of developing market and technology/product opportunities to drive business growth
- Actively fosters a quality and continuous improvement culture within the organization challenging the status quo to improve business operations as well as cost effectiveness and enable an exceptional Customer experience
- Safeguards the Agilent brand, reputation and assets by ensuring policies and procedures are maintained and followed in accordance with corporate guidelines

**Key Measures of Success**:

- Brand loyalty and customer satisfaction (brand survey/ACX)
- Meets services operational metrics (e.g. response time, parts usage, team utilization)
- Builds organizational capabilities for effective service delivery (Agilent Leadership Survey)
- Manage to financial targets and build sustainable shareholder value (cost tracking and service order timely completion)
- Designs, manages, executes tactical business plan to implement business strategy
- Bachelor’s, Master’s or other University Degree in Chemistry, Chemical Engineering, Pharmacy, Life Sciences or other related science field plus directly relevant experience as a manager, supervisor and/or individual contributor.
- Strong customer advocate, with analytical instrumentation solutions and industry expertise
- Service business system understanding and expertise
- Demonstrated management and leadership skills in tactical program implementation, including the ability to act as a role model, recruit top talent and delegate effectively
- Results orientated with demonstrated negotiation skills to manage complex tasks among cross-functional teams to successful completion
- Effective change agent with excellent collaboration and teambuilding skills within an organization and across functions and/or sites
- Excellent written and verbal communication skills in both Portuguese and English languages
- 3rd party service provider relationship development and management skills
- Demonstrated skill with basic computer programs (i.e. Microsoft Office Suite, SAP)
- Available for flexible work schedule and business up to 50% business travel

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.