Sr Product Manager - Global Service Portfolio

Sr Product Manager – Global Service Portfolio

Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters' innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance.

The Sr Product Manager of Service is accountable for the Global Service Portfolio and owns the end-to-end lifecycle of service offerings across all Waters Biosciences instruments. This role is responsible for defining and delivering service portfolio strategy, roadmaps, and commercialization plans that drive service revenue growth and customer value throughout the entire service offering lifecycle. Operating with significant autonomy and influence, the role partners cross-functionally to deliver scalable and differentiated service solutions aligned to Waters Biosciences instrument strategy.

Scope & Decision Rights

• Owns the global service portfolio across Waters Biosciences Instruments, covering service contracts, billable services, warranties, customer training, and custom services.
• Accountable for the full service lifecycle: new service offering development, launch, sustaining improvement, sunset and end of service.
• Responsible for dynamic pricing strategy that supports revenue and volume growth

Decision Rights

• Approves service offering requirements, positioning, and lifecycle transitions (e.g., launch, enhancement, sunset), within established governance.
• Recommends pricing and packaging strategies in partnership with Finance, Legal, and Commercial leadership.
• Establishes metrics, targets, and performance reviews for the service portfolio.

Influence Without Direct Authority

• Influences global and regional stakeholders across Service, Commercial, Marketing, Finance, Engineering, Operations, Digital/IT, Quality, and Regulatory.
• Partners with regional leaders to align global service portfolio strategy with regional go-to-market execution.

Key Responsibilities

• Develop and maintain a global service portfolio strategy aligned to Waters Biosciences instrument platform strategies and long-term business objectives.
• Own the multi-year service roadmap, balancing growth opportunities, customer needs, operational feasibility, and instrument platform lifecycle considerations.
• Define and evolve service packaging and pricing strategies to drive attachment, renewal, upsell, and adoption.
• Lead end-to-end lifecycle governance, including launches, enhancements, and planned retirement of service offerings.
• Partner with Global Product Management and R&D to align service readiness with instrument development, releases, and installed-base strategy.
• Translate Voice of Customer (VOC), voice of regions, field insights, and competitor & market data into actionable service portfolio improvements and innovation opportunities.
• Collaborate with Service Operations and Field Service to ensure offerings are operationally scalable, supportable, and margin-aligned.
• Partner with Finance to model and manage service revenue growth, gross margin, and pricing scenarios.
• Establish and monitor portfolio performance analytics, using KPIs to identify risks, opportunities, and corrective actions.
• Align with Legal, Quality, and Regulatory partners to ensure service offerings meet contractual, regulatory, and compliance requirements.
• Provide executive-ready updates and recommendations, supporting portfolio reviews, investment decisions, and governance forums.

Measures of Success

• Service contract attachment rate across Waters Biosciences instrument platforms
• Year-over-year service revenue growth
• Gross margin performance of the service portfolio
• Installed-base penetration of service offerings
• Adoption and utilization of highest service offers
• Timeliness and quality of portfolio launches and lifecycle transitions
• Regional alignment to global service strategy and roadmap execution

Required Qualifications

• Bachelor's degree in life sciences, engineering, business, or related field required; advanced degree a plus.
• 6-9 years of experience in product management, service marketing, or portfolio management required, preferably in complex instruments, medtech, or life sciences.
• Demonstrated experience owning end-to-end product or service lifecycles with measurable commercial outcomes required
• Strong analytical skills with experience using data to define strategy, pricing, and portfolio decisions.
• Proven ability to influence stakeholders and lead through complexity without direct authority.
• Experience working in global, cross-functional environments.

Preferred Qualifications

• Experience with service-based business models, including contracts, lifecycle services, or aftermarket offerings.
• Operates as a strategic thought partner to global and regional leaders across Service, Commercial, and Product organizations.
• Familiarity with regulated environments (e.g., medical devices, diagnostics, life sciences tools).
• Experience partnering with regional commercial teams on global-to-local execution.
• Exposure to digital-enabled service offerings or data-driven service models.