IT Digital Solutions Support and Operations Manage

at Agilent Technologies, Inc in Wilmington, Delaware, United States

Job Description

As a healthcare company committed to protecting the health and safety for our employees, contractors, customers and communities, employees in this role are required to be fully vaccinated against COVID-19, unless an accommodation has been granted for a medical reason or sincerely held religious belief.

Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic, and applied market laboratories worldwide with instruments, services, consumables, applications, and expertise. Agilent enables customers to gain the answers and insights they seek -- so they can do what they do best: improve the world around us. Information about Agilent is available at .


We are looking for a high potential leader to take on the challenge of leading an IT Digital Solutions (web, marketing content, and digital marketing) support and operations team. You will be responsible for fostering a high-performance culture, focusing on the Agilent Digital platform maintenance and support. You will partner with the Digital Channel (marketing) leadership team, product lines, and Agilent's suppliers to provide high performance, a high uptime website, and the highest level of customer satisfaction.

Primary Accountabilities:

Directs, manages the Digital Solutions support and operations resources.

Have overall accountability for Digital support, infrastructure, and ongoing application maintenance.

Oversees web operations, online store transactions management, content authoring support, and environment management.

Leverage industry best practices of customer support using effective digital channel support tools - monitoring, analytics, FAQ, call center issues tracking, and knowledge base.

Guide team during critical production outages (when to communicate, when to seek help from partners, and the need for a root cause analysis).

Analyze critical incidents, problem trends, and boundary changes to build an industry-standard support structure.

Ensure the team provides the highest level of customer satisfaction. Effectively engage both IT teams & Business partners.

Be an expert in the Digital Channel /B2B /eCommerce/ Revenue Marketing support.

Lead and manage suppliers. Ensure suppliers meet Agilent's quality requirements.

Ensure support receives sufficient documents and knowledge transfer to the project team.

Ensure the team leverages industry digital standard tools and automation processes wherever possible.

Engage business leadership and program management team. Ensure active engagement between IT and business project teams.

Accountable for operations financials. Manage purchase orders, software support renewals, spend actuals, and forecasts.

Effectively manage a global stakeholder audience.

Provide regular operations updates, dashboards, and escalation communications to the IT and business leadership team.

Build organizational capabilities. Develop talent. Effectively engage and help guide employees.


Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.

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Job Posting: 879822

Posted On: Dec 03, 2021

Updated On: Dec 07, 2021