Service Agreement Team Lead

Mason Technology; Dublin; On-site; EUR 60,000 - 90,000; Full time

Job summary

Mason Technology Ltd. in Dublin seeks a Service Agreement Team Lead to direct the Service Agreement Coordination Team, oversee contract administration, and ensure timely invoicing. You will align service agreements with service delivery and support renewals.

The role combines leadership with a commercial focus, requiring a track record in KPI measurement and BI reporting (Power BI); strong MS Office skills and end-to-end delivery ownership are essential.

Qualifications

• 2+ years’ experience leading a team in a similar environment.
• Proven track record developing, measuring, and improving KPIs.
• Business Intelligence (BI) experience (e.g., Power BI).
• Experience with ERP-based contract, service or billing workflows.
• Strong administration skills in Microsoft Office.

Responsibilities

• Lead and coach the Service Agreement Coordinators to deliver high-quality contract administration and customer support.
• Set clear objectives and measures for the team and manage performance to align day-to-day delivery with company goals.
• Lead service agreement administration from contract set-up through renewal and billing, coordinating with Service Delivery, Business Development and Finance.
• Produce regular reports on team workload, contract coverage, renewals pipeline, and billing performance.
• Identify process and system improvements to increase efficiency and lead adoption.
• Apply commercial lens to service agreements, improving renewal rates and profitability while ensuring terms support deliverability.
• Lead ad hoc and special projects with defined scope, owners and timelines.

Skills

Team leadership

Contract administration

Power BI

Microsoft Excel

Microsoft Word

Microsoft Outlook

Attention to detail

Problem solving

Tools

Power BI

ERP system

Job description

Mason Technology is a wholly owned Irish company established in 1780, the principal activities are the distribution and supply of analytical, laboratory and weighing instruments and offers a comprehensive after sales service. Mason Technology has grown to become one of Ireland’s leading suppliers of Laboratory and Industrial equipment with global partnerships with leading manufacturers.

Location: Dublin

Department: Service Commercial

Reports to: Head of Service Commercial Development

Contract: Permanent

The Role

Mason Technology is seeking to recruit a Service Agreement Team Lead on a full-time permanent contract. Reporting to the Head of Service Business Development, the successful candidate will lead the Service Agreement Coordination Team, overseeing service contract administration and ensuring timely, accurate invoicing. The role will support contract renewals and ensure alignment between service agreements and service delivery.

Key Responsibilities & Duties

• Lead and coach the Service Agreement Coordinators to deliver consistent, high-quality contract administration and customer support.
• Set clear objectives and measures for the team and manage performance to align day-to-day delivery with company goals.
• Lead service agreement administration from contract set-up through renewal and billing, setting clear customer service standards and working with Service Delivery, Business Development and Finance to ensure a unified “One Team” approach and timely resolution of contract-related queries and escalations.
• Produce regular reports on team workload, contract coverage, renewals pipeline, and billing performance to inform operational decisions.
• Identify process and system improvements that increase efficiency and reduce rework, and lead implementation through to adoption.
• Apply commercial lens to service agreements, improving renewal rates, protecting profitability, and ensuring contract terms support deliverability.
• Lead ad hoc and special projects, defining scope, owners, and timelines to deliver agreed outcomes.
• 2+ years’ experience leading a team in a similar environment.
• Proven track record developing, measuring, and improving KPIs.
• Business Intelligence (BI) experience (e.g., building reports/dashboards in a BI tool such as Power BI).
• Strong administration skills and proficiency in Microsoft Office (Excel, Word, Outlook).
• Strong ownership and accountability for end-to-end delivery.
• Experience working with an ERP system for contract, service, or billing workflows.

What’s Important to Us

• Attention to detail with the ability to work in a fast-paced service environment.
• Must be able to work on their own initiative and as part of the team.
• Commercially focused with a proactive attitude.