Service Delivery Leader

**Why PerkinElmer?**

Are you ready to be part of the team effort which helps improve the lives of millions of people and create a healthier world? When you work at PerkinElmer, that’s exactly what you’ll do. From our dedicated scientists and world-class operations employees to our innovative R&D professionals and committed sales and service groups, we’re a unique team of 16,000+ global colleagues who come to work every day knowing we’re making a difference. Through innovation, collaboration, and belief in our mission, we strive to create an inspiring and inclusive culture for our employees, so they can be their best and, together, create a better tomorrow.

The Delivery Service Leader (M/F/d) is in charge of delivering first class quality service, building and maintaining strong customer/channel relationships directed toward growth of PerkinElmer’s market shares, revenues and profitability consistent with strategic business goals in Service and Sales and Services business unit. This will be accomplished through leadership, change management, effective deployment of resources, acquisition of talent and execution of business strategy.

Key Responsibilities

BUSINESS DEVELOPMENT
- Manage and drive profitable business growth for designated service territory.
- Develop three-year territory business plan that links to overall business plan.
- Identify key market/customer opportunities for growth and develop key metrics and action plans to grow deeper customer relationships.
- Integrate service initiatives with resource deployment.
- Develop strategies, budgets and accurate forecasts to execute business plans and deliver on commitments.
- Effectively manage headcount and other budgeted expense/revenue plans.
- Contribute to support finances department for the forecast, and cash collection process.
- Coordinate with Sales counterpart to drive strategic business solutions for our customers.

SALES AND SERVICE COORDINATION
- Foster an atmosphere of sales and service teamwork and coordination.
- Work with Sales leadership to initiate timely solutions for customer issues and innovate product and service solutions for customers.
- Represent the Service Delivery Organization and customer’s views to the business units and the global service and sales support organization.

CUSTOMER RELATIONSHIP MANAGEMENT
- Strive to set the example for importance of strengthening the relationships and partnerships with customers.
- Be responsible for the customer satisfaction for all aftermarket interactions with customers.
- Invest significant time in direct meeting with customers, assessing customer’s level of satisfaction and assessing customer value drivers which can then be translated to service and product offerings.

SERVICE TEAM DEVELOPMENT
- Continue to upgrade and leverage talent by identifying critical skills and competencies necessary to provide best-in-class customer support.
- Develop, cross train or redeploy resources as needed to meet business commitments and reinforce PerkinElmer value proposition in the marketplace.
- Oversee all staffing decisions to ensure that we are hiring and deploying talent consistent with total customer value strategies.
- Leverage the Performance Management process to develop and utilize operational performance measures to ensure most efficient deployment of team resources.
- Recognize and reward individuals who demonstrate exceptional performance.
- Create a pipeline of talented and knowledgeable individuals, through leadership, that are “Ready Now” to step into leadership roles within the organization.

**Requirements**:

- Bachelor’s Degree or above, or equivalent combination of education and experience. Master/PhD degree is a plus.
- Solid experience in Service Teams’ Management to successful results
- Professional and Ethical attitude, with high Integrity.
- Possess excellent leadership skills, proactive mindset with strong sense of responsibility and ownership. Execute managerial skills to enhance a determined focus on strong performance and teamwork to achieve organizational goals.
- Strong global, multi-cultural leadership. Foster collaboration and teamwork in a complex, fast-paced, changing environment to deliver value-added results to the organization. Collaborate well with all PKI organizations.
- Demonstrate exceptional communication / presentation skills in verbal and written communications, following generally accepted rules of style and form.
- Attract, develop and maintain top talent / performing teams. Execute management through coaching.
- Prepare and manage a realistic growth AOP / budget
- Accurate forecasting capability
- Deploy strategies to maximize pricing
- Understand all facets of a P&L, Balance Sheet and Cash Flow statement
- Commercial acumen to help with market, product, customer strategy as well as selling skills in product line marketspace with relevant experience
- Advocate of customer experience: ability to define and promote added value s