Service Project Manager

SPX FLOW, now ITT Flow Technologies; Manchester; On-site; GBP 90,000 - 110,000; Full time

Job summary

SPX Flow in Manchester is seeking an experienced Service Delivery Manager to supervise long‑term service agreements. You will drive reliability and sustainability by understanding the customer’s business challenges and ensuring value delivery across Quality, Time and Cost.

The role requires close collaboration with proposal, commercial and service teams to optimize scope, costing and execution for contract renewals.

Qualifications

• Engineering degree or equivalent is required.
• 5+ years in an industrial service or project management role.
• Experience with long-term service agreements preferred.

Responsibilities

• Drive a culture of service excellence to improve customer satisfaction.
• Ensure aftermarket service orders are completed safely, on time, and within budget.
• Lead cross-functional teams and coordinate with stakeholders to deliver contracts.
• Identify and pursue sales opportunities to renew or extend agreements.
• Develop and monitor service account and quality plans with customers.

Skills

Project Management

Customer Relationship

Strategic Planning

Quality Assurance

Change Management

English Communication

Education

Engineering degree or equivalent

PMP certification would be a plus

5 years minimum in industrial environment

Tools

SAP

Microsoft Word

Excel

PowerPoint

Job description

Job Summary

Implements reliability and sustainability for major long term service agreements execution and growth, by understanding customer’s business challenges.

Job Summary

Implements reliability and sustainability for major long term service agreements execution and growth, by understanding customer’s business challenges.

Define the strategy and guidance for execution of the contract through the different internal and external stakeholders processes.

Manage his budget by financial review with cost controller and address the identified financial risks and opportunities to deliver the contract in Quality, Time and Cost.

Provide feedback to proposal team to fine tune the annual scope and costing for the contract renewal.

Act as main point of contact for customer to map their needs.

Principal Duties And Responsibilities

• Drive a culture of Service Excellence, which results in first-class customer experience and positive customer satisfaction scores.
• Ensures Aftermarket Service order/commitments are completed safely, timely, within budget and focused on enhancing the customer experience.
• Drives a customer centric culture underpinned by disciplined practices and processes through the action log.
• Drive customer’s needs towards SPX Flow stakeholders to generate growth.
• Supports the development of sustainable and long-term continuous improvement activities, thus ensuring improved as-executed margins.
• Works with customers to understand their needs through proactive customer diagnosis.
• Creates, implements and follow-up on service account plans & quality plans in alignment with the customer and Commercial team.
• Identifies sales opportunities, challenge solutions created by experts and delivers fact-based value proposals.
• Contributes to the renewal of Service Level Agreement proposals.
• Supports the timely resolution of technical issues by being responsible as the main point of contact.
• Manages internal relationships with the customer to assure efficient delivery of service and high-quality account plans.
• Drives continuous improvements to optimize As-Executed Margin.
• Manages risks and opportunities, quality control and procedures associated with service execution.
• Oversee customer’s management aftermarket requirements, and more specifically manages the delivery of large service maintenance contracts.
• Supports customer on small improvement/upgrade projects.
• Assist proposals team with the creation, preparation review and editing of any extension to the service agreement.
• Partner with Service Coordinators for deliveries and lead times of service items.
• Identifies the service skills and competencies required to support customer with N&H Aftermarket technologies.
• Committing to EHS rules to ensure that all Service execution activities are completed in a safe manner and to SPX Flow or customer specific standards.
• Partner with the other Solutions Delivery functions for resolutions, risks management and technology. For example: Installation & Commissioning, automation, engineering, etc.
• Meets with customer on a regular basis to discuss Quality, Time, Cost, safety, contractual and business matters.
• Responsible for Services customer’s contract execution compliance
• Ensures the organization's internal contract documents are accurate and well maintained.
• Ensures to use to use the escalation process in a proper way meaning first to the Head of Service Execution North EMEA and then to the Regional Aftermarket Director, EMEA

Service Level Agreement (SLA) MANAGEMENT

• Act responsible for the SLA contract between Customer & SPX FLOW and manage to address every technical request from customer.
• Ensure the SLA interventions are executed in the best condition of Cost, Quality & Duration as agreed between customer & SPX FLOW.
• Ensure to centralize every Change Order Variation for the SLA or related to an intervention planned in the SLA.
• Build and document challenges about customer business in the scope of the contract.
• Feedback and manage technical issues through a periodic action log.
• Arrange for pre-service and post-service review meetings. Need to define entry point: Site Work Preparation meeting and closing can be sharing of the intervention report review in meeting.
• Work through SPX FLOW Service teams to resolve issues attached to the contract execution.
• Provide regular reports and updates actions Monthly action log review/ regular reports
• Support the customer to manage the factory inventory by providing spare part recovery list after intervention.
• Assist the customer in the needs to optimize the use of process equipment specified within this Proposal and share international “best practices”.
• Identify opportunities for improvements and propose a technical meeting review.
• Report any training/knowledge needs.
• Set up, during year, periodical technical and Steering committee meetings at customer site with a Service Agreement with stakeholders to discuss and evaluate status of projects, reporting, customer feedback, site survey’s and “technical issues”.

Knowledge, Skills & Abilities

• Precise and punctual work etic
• Alignment to the strategic goals of the corporation to function within the business structure.
• Project Management skills to ensure visibility and monitoring of Quality, Time, Cost compliance of a contract.
• Adaptative communication style to appropriate audience.
• Builds confidence quickly via the business and technical acumen.
• Firm holistic understanding of both the operational and scope aspects of the service agreement.
• Demonstrate an understanding of legal terminology.
• Must possess excellent written and oral communication skills.
• Capable of professionally managing confidential information.
• Demonstrate creative problem-solving abilities.
• Fluent or very comfortable with English both technical and conversational.
• Attention to detail, flexibility, and ability to collaborate with others through appropriate influencing and negotiation skills.
• Ability to work in a fast-paced environment.
• Broad organizational business acumen.
• Innovative thinker, decisive; experienced in and capable of driving change.
• Solving challenges by influential management in a matrix organization.
• Exhibits the ability to handle complexity, multiple demands with a sense of urgency, drive and energy.

Education And Experience

• Engineering degree or equivalent is required.
• PMP® certification would be a plus.
• Extensive knowledge and experience working in industrial environment or similar: 5 years minimum.
• Budget management experience
• Knowledge of SAP, Microsoft Word, Excel and PowerPoint.
• Excellent written and verbal communication skills required English.
• Ability to travel +/- 25 percent of the time.
• Previous experience working with long-term service agreement would be a plus.
• Relevant team relationship experience.
• Contract management skills.
• Driving license.