The posting
The Customer Solutions & Commercial Manager is responsible for leading TSL's customer solutions and contract management activities, ensuring the successful commercial, operational and technical delivery of customer Service Contracts and Agreements. The role has overall responsibility for the Contracts and Customer Support team, providing leadership, direction and development to Contract Managers and Contract Support Specialists. The role establishes clear priorities and accountability while ensuring a consistent, high-quality approach to contract management and customer service across TSL. As a senior customer-facing leader, the Customer Solutions & Commercial Manager acts as a key interface between TSL and its customers, ensuring contractual commitments are understood and delivered while protecting TSL's commercial interests. The role is accountable for ensuring effective planning and execution of scheduled outages, capital parts rotation, technical support and the timely execution of commercial and contractual requirements. It also plays an important role in responding to unplanned customer requirements and ensuring appropriate cross-functional support to minimize customer downtime. Working closely with the General Manager, Operations, Engineering, Quality, Supply Chain and Finance, the role will strengthen existing customer relationships, identify opportunities to expand TSL's scope of supply and support the acquisition of new Service Contract and Agreement customers. Primary Accountabilities:
LEADERSHIP & TEAM DEVELOPMENT:
Lead, manage and develop the Contracts and Customer Support team, including Contracts Managers and Contract Support Specialists. Establish clear objectives, priorities, responsibilities and performance expectations across the team. Provide day-to-day leadership, coaching, feedback and development. Ensure appropriate allocation of customer portfolios, responsibilities and workload across the team. Build team capability through structured coaching, knowledge sharing, training and development. Ensure consistent and effective contract management and customer support processes across TSL. Create a culture of ownership, accountability, collaboration and customer focus. Ensure appropriate succession and capability development within the team. Work closely with other TSL functional leaders to ensure customer and contractual commitments are understood, prioritized and delivered.
CUSTOMER SOLUTION & CONTRACT MANAGEMENT:
Establish and maintain strong relationships with key customer stakeholders and act as a senior escalation point for customer matters. Ensure the effective day-to-day management and delivery of TSL Service Contracts and Agreements. Ensure contractual requirements, deliverables, service levels and commercial commitments are clearly understood and appropriately managed. Maintain an understanding of customers' current and future operational requirements. Ensure timely, transparent and professional customer communication. Lead the resolution and escalation of delivery, quality, technical and commercial issues. Represent the voice of the customer internally while ensuring TSL's commercial and operational interests are appropriately protected. Lead and support customer performance reviews, contract reviews and key customer meetings. Maintain appropriate contract and customer records in accordance with TSL quality management requirements, including ISO 9001. Ensure compliance with applicable customer requirements, contractual obligations and export control requirements.
COMERCIAL MANAGEMENT & BUSSINESS GROWTH:
Maintain commercial oversight of the assigned Service Contract and Agreement portfolio. Monitor contract financial performance, including actual profitability against plan, and initiate corrective actions where required. Support quoting, pricing, cost estimation and profitability analysis. Ensure additional or out-of-scope customer requirements are appropriately identified, quoted and commercially managed. Support the accurate and timely processing of customer invoicing and supplier costs associated with contract delivery. Identify and pursue opportunities to improve contract performance and increase customer value. Identify opportunities for additional services, parts, technical solutions and expanded scope. Support the General Manager and wider leadership team in customer retention and business development activities. Provide commercial and technical input into new Service Contract and Agreement opportunities. Support negotiations, tender reviews and contract discussions as required. Develop customer relationships that support retention, profitable growth and long-term partnership.
PROJECT ENGINEERING & SERVICE DELIVERY:
Oversee the effective planning and preparation of scheduled customer outages. Ensure effective planning of capital parts rotations. Oversee the management, availability and inspection of TSL and third-party tooling, rigging and consumable containers. Ensure customers and TSL field personnel receive appropriate and timely technical support. Where specialist expertise is required, identify and engage appropriate internal or external technical resources. Support the effective use of remote monitoring and diagnostics for customer gas turbines where applicable. Ensure post-outage and post-implementation reviews are completed, considering both technical performance and customer experience. Respond effectively to unscheduled and emergency customer requirements, coordinating available resources to minimize customer downtime. Support effective cost control throughout outage execution in collaboration with Site Coordinators, Finance and other relevant functions.
ACCOUNT MANAGEMENT & CUSTOMER DEVELOPMENT:
Maintain a strong understanding of each customer's current operations, future requirements and business priorities. Establish appropriate customer engagement plans, including regular face-to-face visits both inside and outside scheduled outage periods. Provide or coordinate technical support to customers outside formal service engagements when appropriate. Proactively identify ways to improve TSL's service offering, technical value and overall customer experience. Identify opportunities to reduce customers' total cost of ownership while maintaining sustainable commercial outcomes for TSL. Proactively identify customer needs and translate these into potential sales and service opportunities. Promote appropriate value-added services and solutions across TSL's capabilities. Build long-term relationships that strengthen customer retention and position TSL as a trusted service partner.
CONTINUOUS IMPROVEMENT & GOVERNANCE
Identify and implement improvements to contract management, customer service and commercial processes. Review and improve relevant procedures covering areas such as ISO requirements, HSE, RAMS, document management, costing and service delivery. Support the identification and development of improved external service providers, including specialist labour and technical services. Support the development of expanded TSL capabilities, including additional engine types, Balance of Plant services and other customer solutions. Drive standardization, efficiency and continuous improvement across the Contracts and Customer Support function. Ensure lessons learned from customer issues, outages and contract performance are translated into sustainable improvements.
KEY CHALLENGES
Balancing customer requirements with TSL's operational capacity and commercial objectives. Managing multiple customer contracts, outages and priorities simultaneously. Maintaining customer confidence during urgent, technically complex or unplanned situations. Driving accountability across functions where successful contract delivery depends on multiple stakeholders. Protecting contract profitability while maintaining high levels of customer satisfaction. Developing consistent contract-management processes while supporting the continued growth and professionalization of TSL. Developing the Contracts and Customer Support team to meet current and future business requirements.
Competencies:
The successful candidate will demonstrate:
Leadership & People Development: Able to lead, coach and develop a high-performing team. Customer Focus: Builds strong, credible and long-term customer relationships. Commercial Acumen: Understands contract economics, profitability, pricing, cost control and commercial risk. Accountability: Takes ownership for commitments, actions and results. Results Orientation: Maintains focus and delivers outcomes in a demanding customer-service environment. Technical Credibility: Able to understand and communicate complex technical concepts effectively. Problem Solving: Uses sound judgement to resolve complex operational, technical and commercial issues. Stakeholder Management: Builds effective relationships across customers and internal functions. Communication: Communicates clearly and confidently at operational, technical and senior management levels. Continuous Improvement: Challenges existing practices and proactively identifies better ways of working. Decision Making: Able to make timely, well-informed decisions, including under operational pressure. Organisation & Prioritization: Effectively manages multiple contracts, customers and competing priorities.
Education
HND-level qualification or equivalent relevant technical/commercial experience is desirable. A relevant engineering, technical, business or commercial qualification would be advantageous.
Experience
Significant experience within the industrial gas turbine, power generation, field service or related engineering/service environment. Strong technical understanding of industrial gas turbines, ideally including experience with heavy-frame GE gas turbines. Demonstrated experience in a customer-facing contract, service, commercial or project management role. Proven people-management experience, including responsibility for leading, coaching and developing a team. Demonstrable experience of successfully managing customer relationships and delivering high levels of customer satisfaction. Experience managing contracts, projects or customer portfolios with commercial and profitability accountability. Demonstrated ability to identify and deliver customer growth opportunities. Experience coordinating multiple functions to deliver complex customer commitments. Experience managing planned outages and responding to unscheduled customer requirements is highly desirable.
Skills
Strong commercial and financial acumen, including contract profitability, costing, pricing and margin awareness. Strong contract and customer relationship management capability. Excellent leadership, coaching and team development skills. Strong project management and organisational capability. Ability to interpret and communicate technical and commercial information. Confident negotiation and influencing skills. Strong analytical and problem-solving ability. Proficient in Microsoft Office, particularly Excel and PowerPoint. Experience working with ERP/business systems for costing, purchasing, invoicing and contract management. Ability and willingness to support urgent customer requirements outside normal working hours when required.
