Purpose of the role
The Customer Engagement & Service Solutions Manager is responsible for defining, structuring, and enabling the services business within Honeywell Life Science, ensuring that services are translated into clear, scalable, and commercially viable offerings.
The role operates as the bridge between customers, sales, and service strategy, leading a team of Customer Engagement Managers to drive high-quality customer interactions while converting demand into productised service solutions.
The role is the critical bridge between the operations organisation and our sales organisation and ensures that:
- Services are clearly defined, packaged, and positioned
- Sales teams are equipped to effectively sell service offerings with the support of the CEM
- Customer insights are continuously translated into new and improved service offerings
- Service propositions are clearly created for opportunities in a timely way and supported to the close.
Key responsibilities 1. Customer engagement leadership & commercial enablement
- Lead and develop a team of Customer Engagement Managers responsible for frontend customer engagement and opportunity development
- Ensure consistent, high-quality customer interactions that generate service opportunities, particularly around QMS and digital quality solutions
- Support strategic accounts by participating in senior-level customer discussions on service concepts, value, and scope
- Act as a key partner to the sales organisation by:
- Supporting complex opportunities and strategic pursuits
- Delivering presentations and workshops (remote and face-to-face)
- Enable sales teams with:
- Clear articulation of service value propositions
Supporting materials and messaging aligned to service offerings
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2. Service offering strategy & productization
- Define and evolve the service offering portfolio, ensuring alignment with customer demand and business priorities
- Translate customer needs and market signals into:
- Structured service offerings
- Clearly defined scopes, deliverables, and outcomes
- Lead the productization of services, moving from bespoke delivery to repeatable, scalable offerings
- Develop pricing frameworks and commercial models for service offerings, in collaboration with commercial stakeholders
Establish a coherent service catalogue that can be consistently positioned and sold across the organisation
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3. Voice of customer & demand shaping
- Conduct customer interviews, research, and feedback loops to understand evolving service needs
- Act as the voice of the customer within the organisation, ensuring offerings reflect real buying behaviours
- Identify gaps in current service capability and propose new offerings or enhancements
Monitor market trends and competitor activity to inform the service strategy and positioning
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4. Service portfolio governance & integration
- Participate in management team discussions to define priorities, performance, and investment in the service portfolio
- Establish visibility of:
- Service pipeline
- Offering performance
- Adoption across sales teams
- Ensure alignment between:
- Service offerings
- Sales strategy
- Product and platform capabilities (e.g. TWQ)
Collaborate with delivery teams to ensure offerings remain practical and implementable, without owning execution
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Key interfaces
- Chief Operating Officer (Direct Report) — strategic direction, priorities, and commercial alignment
- Sales organisation — opportunity development, service positioning, and deal support
- Customers — service discussions, demand validation, and feedback
- HLS Leadership team — portfolio prioritisation, governance, and strategy input
- Delivery teams — feedback on feasibility and execution insights
- Offering Manager / CTO (where relevant) — alignment with broader offering and technology direction
Experience and qualifications
- Strong experience in services, consulting, pre-sales, or offering/product management roles
- Proven ability to define, structure, and commercialise service offerings
- Experience working in QMS, SaaS, enterprise software, or life science environments preferred
- Experience working within Pharma or Life Science
- Strong commercial acumen, including experience shaping value propositions and pricing approaches
- Demonstrated ability to work across sales and customer-facing environments, supporting complex deals
- Excellent communication and presentation skills, with credibility at senior customer levels
- Experience operating in matrix organisations, influencing without direct authority
- Track record of translating customer needs into scalable offerings or solutions
Our Offer
- A culture that fosters inclusion, diversity, and innovation in an international work environment
- An opportunity to operate both tactically and strategically, working closely with senior functional and business leadership
Experienced leaders and mentoring to support your professional development
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We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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