Service Contract Manager

Job Title

Service Contract Manager

Job Description

​1. Job Purpose

Overall management of O&M and service contracts, including setup, operations, quality, finance, subcontracting, and contract variations.

2. Core Responsibilities

• Plan and coordinate maintenance activities included in the service contracts, ensuring compliance with operational windows and SLAs.
• Manage and schedule technical resources involved in maintenance activities.
• Coordinate local suppliers and partners, guaranteeing quality and compliance.
• Monitor progress of activities and customer requests.
• Use and update the CMMS and other company applications.
• Define and monitor contract-related KPIs.
• Analyze indicators, deviations, and take corrective actions.
• Implement continuous improvements in service processes.
• Manage and monitor the financial performance of the contract.
• Monitor operational costs, hours, materials, and external partners.
• Manage procurement of spare parts.
• Issue purchase orders for suppliers and spare parts using corporate tools.
• Act as the main operational point of contact for the customer.
• Ensure alignment between customer expectations and service performance.
• Prepare regular reporting.
• Handle escalations, issues, or special customer requests.
• Plan scope, activities, resources, budget, and risks for small RMR projects.
• Coordinate internal and external project activities.
• Monitor project budget and contractual compliance.
• Keep the customer updated on milestones and risks.
• Prepare final reports and lessons learned.
• Monitor service processes and propose optimizations.
• Collaborate with HSE roles to ensure safety on site.
• Promote a strong safety culture.
• Ensure regulatory and contractual compliance.

3. Additional Responsibilities (Highlighted – from Jordi)

• Manage stakeholders up to senior management at both the customer and Vanderlande.
• Continuously develop the Vanderlande Service proposition.
• Create and steer business investments with customers.
• Support the startup of new onsite teams.
• Develop and professionalize site-based service teams worldwide.
• Manage internal and external incidents.
• Hold final responsibility for performance of maintenance and operations on all SBS sites.
• Participate in and/or manage global audit programs.
• Support preparation and setup of service contracts.
• Set up and manage service contracts: staff, operations, quality, finance/P&L, and customer contact.
• Problem-solving and troubleshooting.
• Continuous improvement activities.
• Customer reporting.
• Communication with Headquarters in the Netherlands.
• Cost control, including warranty cases.
• Budget control and evaluation.
• Manage contracts with subcontractors and customers.
• Control and improve maintenance methods.
• Coordinate major incidents.
• Prepare weekly and monthly reports.
• Ensure health, safety and environmental compliance on site.

4. Qualifications & Skills

• +4 Service management experience.
• Entrepreneurial, strong people manager and communicator.
• Background in automated handling systems, capital goods industry, or system integration business.
• Experience working with third-party service providers.
• Knowledge of service contracts is an advantage.
• Willingness to travel nationwide/worldwide.
• Excellent verbal and written Italian skills.
• Good verbal and written English skills.
• Commercial mindset with strong project management skills.
• Team builder with a drive for continuous improvement.

5. Reporting Structure

Reports to: Service Manager (SM).

Direct reports: Field Service Technicians / Field Service Engineers.