Director - Global Services Labwater

Job description

Director - Global Services Labwater Office-based in Lane End, High Wycombe with International Travel Permanent, Full-time, Monday - Friday 37 hours 25 Annual Leave + UK Bank Holidays (with option to buy / sell!), Company Bonus Scheme, Company Car or Cash Allowance, Pension Scheme, Private Medical Insurance, Access to a Private GP and much more! ________________________________________________________________________ Lead the Future of Global Service Excellence Are you a strategic service leader with a passion for customer success, operational excellence, and building high performing international teams?

We are looking for an experienced Global Services Director to lead our worldwide service organisation within our Labwater Solutions business. This is a senior leadership opportunity for someone who thrives in an international environment and is driven to develop innovative service strategies, grow recurring revenues, and deliver an exceptional customer experience. Working closely with the Managing Director and cross functional leadership teams, you will shape the future of our global service operations while supporting customers across the laboratory and life sciences sectors.

What you will be doing… As Global Services Director, you will: Develop and execute the global service strategy, ensuring consistent, high quality service delivery across all regions. Provide direct leadership and management to service teams in the UK and internationally, developing a high performing global service organisation. Lead and develop international service teams, including technical support, field service engineers, and customer success functions.

Drive customer satisfaction by monitoring and improving KPIs including CSAT, NPS, claims management, and Service Level Agreements (SLAs). Monitor and drive growth of the global installed base, identifying opportunities to expand service engagement and customer lifetime value. Increase service contract coverage rates across the installed base, driving recurring revenue through service agreements, consumables and spare parts.

Develop new service offerings and digital service solutions that enhance customer value and business performance. Establish and oversee global training programmes through our Labwater Centre of Excellence, ensuring a highly capable worldwide service network. Manage departmental budgets and resources to deliver operational efficiency and profitability. Collaborate with Sales, Product Management, Engineering, and Operations to ensure service excellence supports wider business objectives.

Contribute to product safety and serviceability during product development.

Qualifications

About You

We are looking for a commercially minded leader who combines strategic thinking with hands-on operational expertise.

You will ideally have: An MBA or equivalent advanced qualification. Certification in a recognised service management methodology (such as ITIL). Demonstrable experience leading an international service organisation, with a proven track record of delivering operational excellence, growing service revenues, managing budgets, and developing high performing teams within a laboratory, life sciences or technical environment.

Experience within laboratory instrumentation, life sciences, scientific equipment, or a related technical industry. Proven success managing international teams, budgets, and service improvement programmes. Strong commercial awareness with experience developing profitable service offerings. Excellent analytical, problem solving, communication, and leadership skills. Experience using service management systems and performance metrics.

Fluent English (additional languages are advantageous). A full UK driving licence. Willingness to travel internationally as business needs require. Why Join Us? This is an opportunity to make a significant impact within a growing global business where service excellence is central to our success. You will work with talented international teams, influence strategic direction, and help shape innovative service solutions for customers around the world.

If you're ready to lead a world class service organisation and drive continuous improvement on a global scale, we'd love to hear from you. Apply today and help us deliver exceptional service worldwide.