Product Service Delivery Manager

Duties and Responsibilities

Health Safety Sustainability Environment

• Demonstrate visible safety leadership and reinforce safety priority to staff
• Ensure staff follow all HSSE and quality protocol and processes

Engineering Support Responsibilities

• Serve as a Subject Matter Expert regarding all aspects of SureTec SureView and IPT services.
• Create and deliver highquality and impactful reports and AARs demonstrating value for clients. Seek feedback to ensure the client is receiving meaningful insight from the reports.
• Analyze and review client performance and consult other experts internally. Outline and deliver recommendations for improvements to the client.
• Actively support ongoing efforts to create and evolve processes surrounding software development operations failure reporting predictive failure and other innovations.
• Work with team and/or client to better understand reporting goals/needs. Continuously evaluate reports for opportunity to provide client with more indepth useful and impactful data information and / or recommendations.
• Work with internal teams to develop strategic marketing plans to ensure IPT products are fully embedded in customers operations.

Customer Service and Satisfaction

• Key point of contact in all matters relating to client concerns and needs integrate commercial strategy with Field Advisors/Engineers.
• Work directly with clients to optimize their software and service offerings.
• Ensure delivery of highquality service technical support and project management by working closely with Field Advisors/Engineers.
• Accountable for soliciting tracking and reporting customer feedback via approved system/methods.
• Build and strengthen client relationships to achieve longterm partnerships.
• Upsell and crosssell IPT products and service offerings to clients.
• Secure opportunities to expand our services into different areas of customer operations and maximize the value of existing services.

Personnel Management

• Manage and clearly document team performance and delivery 
• Address unsatisfactory performance or behavior promptly following HR processes
• Ensure adherence to departmental company and HR processes and policies

General Responsibilities

• New business generation: cultivate and convert leads yielding new business for IPT.
• Develop & execute client development plans and strategies annually.  Report KPIs and updates against the plan. Ensure problems and challenges are visible to management and resolved in a timely fashion.
• Foster and maintain current customer relationships and ensure new relationships are built throughout customers organizations.
• Increase revenue with current clients by expanding product offerings and/or IPTs footprint in new operating groups/regions for existing customers
• Offer outstanding customer service when fielding client requests and ensure suggestions for improvement are captured and implemented to including regular solicitation and documentation of customer feedback to drive product development.
• Introduce new technologies and product offerings to customers via presentations lunch and learns and other marketing efforts.
• Ensure delivery of highquality service technical support and project management to IPT clients.
• Provide technical insight to data science product and other departments as requested based on firsthand field and product experience.
• Proactively collaborate with data science product operations and business development to identify ways to optimize client software and service experience.
• Serve as a project manager for key initiatives ensuring thorough communication between IPT and the client and successful initiative adoption. Deliver internal training focusing on lessons learned.
• Participate in events to market and promote the company and products such as seminars trade shows and other industry events such as SPE and IADC conferences and work groups
• Exhibit exemplary data management for client recordkeeping and corporate knowledge retention. Maintain accurate client records keeping track of any contract updates and renewals.
• Coordinate efforts to standardize the creation storage and modification of all operationsrelated documentation.
• All other duties assigned.

Qualifications :

Preferred Requirements 

• Minimum of 5 years experience working drilling completions intervention and P&A projects.
• Minimum of 2 years at IPT with handson software experience or other equivalent work experience.
• Bachelors degree in engineering from accredited university.
• The ability to include nights/weekends and work extended hours is required.
• Must be able to travel as needed to rig site and client offices.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Fulltime

Key Skills
IT Experience,Data Center Experience,Problem Management,Network Management,Management Experience,Solaris,Customer Support,ServiceNow,IT Service Management,ITIL,Project Management,Operating Systems
Experience: years
Vacancy: 1

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