Service Delivery Manager-Enterprise Business

Job Description

Service Delivery Manager – Enterprise Business (4038086)
Job Description Section
Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostics and applied market laboratories worldwide with instruments, software, services, consumables and expertise. Agilent enables customers to gain the answers and insights they seek — so they can do what they do best: improve the world around us.Information about Agilent is available at www.agilent.com

This is an exciting opportunity for you to join Agilent’s Enterprise Business team as a Service Delivery Manager. In this leadership role, you will oversee service delivery operations across India, ensuring customer satisfaction, operational excellence, and effective management of service teams.
The Enterprise Business division at Agilent focuses on delivering high quality service programs and enterprise solutions that help laboratories and organizations achieve efficiency, compliance, and business continuity. As part of this team, you will play a critical role in managing service delivery processes, leading field engineers and service technicians, and driving customer engagement at a national level.

About the role:

The Enterprise Service Delivery Manager is responsible for ensuring that the service organization is equipped to deliver complex business solutions and support growth initiatives including Productivity enhancement of Agilent customer and help them achieve success, Create and execute plan to improve overall lab enhancement by supporting Lab wide asset support. Establish Agilent as leader for analytical relocation support provider for India and create awareness across geography. Ensure customer success by executing complex programs and enable growth. The role focuses on driving profitable growth of the customer service business by aligning with regional strategies and translating them into actionable country-level plans.

This position plays a critical leadership role in strengthening organizational capability, enhancing customer experience, and enabling efficient service delivery through proactive planning and cross-functional collaboration with Sales, Service, and Enterprise team. The incumbent is also responsible for driving strategic initiatives, improving operational efficiency, and ensuring the organization remains future-ready to meet evolving customers and market demands.

Your responsibilities will include:

Strategy & Execution

• 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

Customer Success & Enterprise Programs

• 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.

Capability Building & Talent Development

• 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

Cross-Functional Collaboration

• 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.

Business Delivery & Performance

• 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.

Qualifications

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

Additional Details

This job has a full time weekly schedule.
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/locations
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.

Travel Required:

50% of the Time

Shift:

Day

Duration:

No End Date

Job Function:

Services & Support