Sr. Service Delivery Manager, OneSource

2 weeks ago

Gaithersburg, United States PerkinElmer Full time

Responsibilities: 

Ensure operational performance metrics are met per agreementDefine and lead execution of account growth and margin expansion actionsResponsible and accountable to deliver monthly revenue and margin forecast for assigned accountPartner with Service Operations regarding service parts planning, procurement and inventory and vendor management processesIdentify and leverage service delivery and customer care best practices, processes and procedures across account sites and geographies. Drive standardization as appropriate and in collaboration with Functional and Business teamsAnalyze and effectively articulate account data to identify process gaps and work with functions to implement root cause corrective/preventative actionsPartner with Portfolio Team to identify new service offerings and extensions. Enable pilot programs within assigned account for new offerings.Develop and execute strategy to successfully and consistently implement/on-board new personnel and support expansion of existing program in the most efficient/effective manner.Leverage tools and global best practices to support program expansions and existing program including but not limited to: inventory tools, contractual documentation (Master Services Agreement, Statement of Work), Move/Add/Change process. Provide feedback on tools to functional owners regarding new customer requirements.Establish and maintain a strong governance program with the customer based on communication of value delivery and key performance indicators in order to drive continuous improvement efforts.Lead partnership with organization to establish communication, governance and reporting schedules in order to measure success against customer expectations and contractual terms. And program goals (as defined in program maturity models)Interact with field, customer, and client personnel & visit customer sites to better understand their goals, challenges and identify opportunities to deliver incremental value, improving business outcomes for our customer. Provide this feedback to Business leadership.Drive collaboration across the OneSource business team to implement processes to maximize customer lifetime value & customer satisfaction. Effectively serve as the point of escalation to the program management function across internal teams, ensuring effective and consistent service delivery.Enable opportunities for the OneSource Commercial personnel to expand customer relationships both during the contact term & renewal process.Work with Functional and Business teams to build and execute plans regarding Manage to Passthrough, Manage to Maintain, and strategies regarding third party vendor management.Accountable for account specific human capital management to maximize revenue and margin potential for the business while maintaining and improving customer satisfactionAccountable for positive leadership and culture through ongoing direction, coaching, and career development of staff and colleagues. Continue to foster the development of the PKI team.Promote a safe working environment and ensures compliance with applicable EHS policies and procedures.Comply with applicable PerkinElmer and client Quality policies and procedures.Collaborate with Quality to identify, characterize and act to eliminate/prevent field defects resulting from products, process and personnel.

Basic Qaulifications:

B.S. or B.A. in business management, finance, communications, economics or equivalent required. MBA preferred.Minimum 15 years professional experience10+ years in functional business operations role – customer care, continuous improvement, program managementAbility to travel and be on site at customer locations 2-3 days a week or as needed.

Preferred Qualifications:

Experience in field service and/or service operationsExperience and demonstrated success with executive customer negotiations and business reviewsWorking knowledge of different ERP systems (SAP, Maximo, etc.)Six sigma/continuous improvement experience – certification preferredStrong interpersonal skills and demonstrated ability to lead a team and work independentlyUnderstanding of customer care support processes, systems and performance metricsExcellent motivational, communication (oral/written), presentation and influencing skillsExcellent critical thinking/ analytical and problem solving skillsStrong track record of leadership in a matrix environment - demonstrated ability to drive change within global and cross-functional teams to achieve concurrence and impact

#LI-EJ1

The annual compensation range for this full-time position is $125,320 to $187,720. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs.  With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

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