Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description

How will you Make an Impact
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them.
Position Summary:
The Managed Services Manager leads all aspects of the delivery and management of Managed Services to clients in the region of Southeast Asia and Taiwan (SEATW). This role requires a strong understanding of business processes, laboratory operation, technology solutions, and customer relationship management. The manager will collaborate to ensure the successful implementation and ongoing support of services, while also driving customer happiness and business growth. Manager would also collaborate with commercial team to expand our customer Share-of-Wallet. The position would lead business drive for Singapore customers followed by Malaysia and Taiwan respectively.

Key Responsibilities:

Team Leadership:

• Lead service professionals, providing guidance, support, and mentorship to ensure high-quality service delivery.
• Identify new business opportunities for Managed Services and collaborate with cross-functional and commercial team for wining and driving the opportunities.
• Collaborate with sales, technical, and operational teams, to develop and implement strategic plans for service growth and customer success.
• Develop a collaborative and customer-centric culture within the team, promoting continuous improvement and innovation.

Service Strategy and Development:

• Stay updated on industry trends, new technologies, and standard methodologies
• Drive development and improvement of service offerings, aligning them with market demands and customer requirements.
• Assist in the creation of pricing models, proposals, and contracts for new and existing services.

Financial and Operational Management:

• Drive profitability and cost-effectiveness.
• Present service budgets, forecasts, and revenue targets.
• Collaborate with finance and operations teams to strengthen processes

Service Delivery Management:

• Lead end-to-end delivery of enterprise services, ensuring adherence to service level agreements (SLAs) and customer expectations.
• Coordinate with internal teams, including project managers, technical authorities, and support staff, to ensure customer allegiance.
• Analyze service performance metrics, identifying areas for improvement and implementing corrective actions.

Client Relationship Management:

• Build and develop positive relationships with key client customers, acting as the primary point of contact for service-related discussions and issues.
• Understand client business objectives and challenges, aligning services and solutions to meet their needs.
• Conduct regular meetings with clients to review service performance, address concerns, and find opportunities for additional services or upgrades.

Qualifications and Skills:

• A bachelor's or master's degree in science (e.g., biology, chemistry, or related field) with 2 – 3 year of business development experience.
• Experience in managed services management, including service delivery and team leadership.
• Good understanding of service solution technologies, service management tools/software and data analytics.
• technical and non-technical customers/colleagues.
• Strong customer service orientation and the ability to build and maintain strong client relationships.
• Proven track record to run multiple projects, prioritize tasks, and meet targets.
• Analytical mentality to interpret data and make data-driven decisions.
• Lead to empower and encourage teams towards achieving goals.
• Knowledge of industry (eg. ISO 17025 and 9001), compliance, and safety standards and regulation is an asset.
• Professional certifications in project management or service management (e.g., PMP, ITIL) are desirable.

Benefits:
We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, company pension, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.

EEO/Reasonable Accommodation:
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment.