Sr. Service Delivery Program Manager

Local Jobs Illumina
  • United States, San Diego, CA View on Map
  • Post Date: June 18, 2020
  • Apply Before : July 18, 2020
  • Share:

Job Description

Position Summary:

Illumina is looking for an exceptional Service Delivery Program Manager to join our Global Service Operations team. They have a deep understanding of the Service and Support Operation’s workflows and systems, are able to define strategy, gaps, risks or opportunities for improvement and resource appropriately to implement change. The Program Manager is able to lead and work collaboratively within the Commercial Organization as well as with program members from various functions (GIS, Product Marketing, Development, Operations, Quality, commercial operations, sales, etc.) and global Service and Support teams to successfully resolve and/or direct the resolution of highly complex or unusual business problems. The successful candidate must be able to work independently, handle multiple programs in parallel, and communicate effectively with all levels of the organization.

Responsibilities:

Deliverables include developing and iterating global Service standards and KPIs which inform the development of strategic improvements for service products, personnel, tools and processes including Channel Partners, OEM, 3P, Service Vendors and internal stakeholders.

  • Develops and deploys framework to capture Voice of Service
  • Collaborates within global frameworks (e.g. processes and regulatory issues) and understands regional variances which action the booking and scheduling of service events
  • Develop and manage policies for service parts and calibrated tools
  • Partners with stakeholders to enhance global logistics plans, procedures and compliance activities to improve customer satisfaction
  • Improve service logistics through stronger collaborations with carriers/internal
  • Contribute guidance to leadership for service logistics & supply chain
  • Defines processes for calibrated service tool management
  • Defines inbound/outbound SLAs for instruments and boxes
  • Defines global service KPIs in partnership with regional service
  • Defines global service loaner program that meets business and customer needs
  • Drives instrument replacement policy
  • Reviews service products data with product marketing collaboration to improve warranty and service products

Requirements:

  • Ideally the candidate has a minimum of 15 years of related experience with a Bachelor’s degree; or 12 years and a Master’s degree; or a PhD with 8 years experience; or equivalent experience.
  • Communication – Ability to effectively communicate at all levels of the organization and clearly out-line and present ideas tailored to the audience. Ability to influence and drive communication to solution and resolution.
  • Business Knowledge – extensive knowledge of Illumina’s commercial business processes and system dependencies, including a broad understanding of compliance/regulatory requirements within the commercial business processes. Able to apply business and management expertise to achieve financial and operational objectives within or across disciplines or departments.
  • Leadership – ability to identify key issues, motivate and empower others to address them in a way which builds morale, inclusive productive communication, generates ownership and commitment. Able to identify gaps and develop team members effectively
  • Successful track record of defining and supporting the implementation of new technologies and products.
  • Self-starter with superior problem-solving, analytical and organization skills and track record for high performance and superior delivery.
  • Collaborative – works effectively across the organization and understands the capabilities of team members not directly reporting to global operations team but can be deployed as project resources on an as needed basis.
  • Ability to work effectively with cross functional teams including senior management, advocating for business requirements but understanding big picture to achieve project goals. Able to influence and negotiate even during sensitive situations
  • Strong quantitative and qualitative skills; detail-oriented with the ability to see the big picture and work effectively at both high and detailed levels.
  • Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Creates formal networks involving coordination among groups.

Experience/Education:

  • Requires a bachelor’s degree, may require an advanced degree (Master’s), in applicable field or equivalent
  • Ideally the candidate has a minimum of 15 years of related experience with a Bachelor’s degree; or 12 years and a Master’s degree; or a PhD with 8 years experience; or equivalent experience.
  • Thrives in a fast-paced, dynamic work environment with shifting demands
  • Excellent communication skills
  • Leadership ability
  • Outstanding organization skills
  • Incorporates forward-thinking and strategic messages within communications: lateral and vertical
  • Strongly demonstrated communication and interpersonal skills
  • Demonstrated understanding of customer support, managing complex technical situations resulting in the implementation of revised customer support processes.
  • Establish and maintain effective working relationships with internal and external customers
  • Applied experience with data interpretation
  • Understands and able to demonstrate the importance of well positioned communication across to peers and up to senior management

Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. If you require accommodation to complete the application or interview process, please contact [email protected] To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

 

“How to Find a Job” Books

We may earn a commission if you click on some of the links below and make a purchase at no additional cost to you.


How to Find a Job Books

Finding A Remote Job A Complete Guide – 2020 Edition

Finding A Remote Job A Complete Guide - 2020 Edition

Do you have the right kind of job? How should implementation be staged? Where are you prepared to go for a job? What are the main goals of your job club? Is building culture possible with a remote team?

Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.

VIEW BOOK


Breakthrough Remote Job: Earn rewards for answering questions on products you already used and love. Products such as Microsoft, Linkedin, WordPress, Postmates, Samsung Galaxy Phones, Air BnB etc.

Breakthrough Remote Job: Earn rewards for answering questions on products you already used and love. Products such as Microsoft, Linkedin, WordPress, Postmates, Samsung Galaxy Phones, Air BnB etc.

Earn rewards for answering questions on products you already used and love.

Products such as Microsoft, Linkedin, WordPress, Postmates, Samsung Galaxy Phones, Air BnB etc.

I earn weekly for helping WordPress customers with their problems. My job is to reply emails, chat customers and answer questions, most of which we already have answers to in our HUB and forum.

You can join too as it is available to anyone of any age worldwide.

VIEW BOOK


Remote: Office Not Required

Remote: Office Not Required

For too long our lives have been dominated by the ‘under one roof’ Industrial Revolution model of work. That era is now over. There is no longer a reason for the daily roll call, of the need to be seen with your butt on your seat in the office. The technology to work remotely and to avoid the daily grind of commuting and meetings has finally come of age, and bestselling authors Jason Fried and David Heinemeier Hansson are the masters of making it work at tech company 37signals. Remote working is the future – and it is rushing towards us.

VIEW BOOK


Why Working-From-Anywhere-Companies Attract the Best Talent: A Guide for Companies, Employees and Remote Job Seekers

Why Working-From-Anywhere-Companies Attract the Best Talent: A Guide for Companies, Employees and Remote Job Seekers

If your dream job is not related to a location, an office or a cubicle farm, then this book is for you. Look at a job in a totally new way and start enjoying life while being more productive.

Employers will like this book and embrace working-from-anywhere to have more engaged employees, attract top talent and save big on the bottom line.

VIEW BOOK


Read More

Other jobs you may like