Thermo Fisher Scientific Senior Director Global Services and Support in Boston, Massachusetts
A senior service and project delivery professional with over 10 years of managing service delivery and complex software portfolios, an international outlook and a global mindset with a proven track record in creating high performing teams, efficient project delivery and high scores in customer satisfaction.
Scope of Role:
The scope of this role is the service delivery, installation, maintenance and on-going support of all the customers of the DSBU, this will include customers for SampleManager, Watson LIMS, Nautilus and Core LIMS as well as customers for the Platform for Science. The role may also expand to both new geographies and new products and so a scalable and flexible operating system will need to be central to the role.
This experience professional will need to possess the following attributes
Organization and operational discipline are the central tenants of this role with a strong focus on predicable and repeatable systems, clear communications to both customers and other stakeholders within the business unit and a track record of being able to manage multiple competing demands and customer expectations across many different projects, different products and different time zones.
As a part of the DSBU leadership team this role will be an important part of the business unit success. A broad minded leader who is able to create optimized work teams within the context of the overarching business unit - working closely to establish and support both the Commercial and the Product Engineering parts of the business unit to create a cohesive offering to our customers. As the service leader there will be a strong bias towards customer-centricity and customer satisfaction and this leader will be able to triage and manage customer expectations to minimize escalations and provide clarity and consistency in execution. As a manager of a significant and diverse team this leader will be a strong people leader with an exacting standard for talent and performance from across the team and with the ability to identify, grow and scale emerging talent from within the team.
In line with the 4I values that inform how Thermo Fisher leaders operate, this leader is a model of integrity and inclusive behavior, working to establish world class services teams which are both high performing and well disciplined. Expecting the highest standards of customer engagement, involvement and motivation from the teams that are under management, this leader understands that how a job is done is as reflective of the long term success of the team and the long term loyalty of the customer to our product line.
A laser focus on efficiency and maximum through put of the function supports the need for some creative thinking especially around resource allocation and resource deployment.
The services leader is aware of operating in an interconnected matrix not only with other leaders of the DSBU but also with other members of the organization outside the DSBU, in that light, they are able to forge strong relationships across the broader thermo fisher organization, they are able to leverage capabilities which exist outside of the BU and are able to see the bigger picture and work within larger multi-dimensional projects.
Budget, resource and organizational management will all be key elements of the role including strategic decision making about locations and sizes of sales teams to maximize revenue capture.
As a leader with a sizeable and geographically diverse Services team it will be important that this leader is able to build a common culture of excellence within the team - building a customer centric culture by bringing together the best of all the team members whilst creating a transparent and exciting environment which can attract and retain good talent through initiatives around career development, cross training, shared learning, mentorship and best practices.
A highly visible leader they will be expected to travel to Service and customer locations as necessary in support of both the delivery of projects and the development of the team.
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
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