About the RoleThe Commercial Service Leader is responsible for driving the growth, profitability and operational performance of the service portfolio. The role focuses on retaining customers, expanding existing accounts, securing new service contracts and ensuring that service delivery remains aligned with commercial objectives. The successful candidate will work closely with operations, sales and customer-facing teams to maximise revenue, strengthen customer relationships and improve overall service performance.
Key ResponsibilitiesCustomer Relationship Management
Build and maintain strong customer relationships through regular communication and follow-up.
Manage customer queries, claims and complaints professionally and ensure appropriate actions are implemented.
Keep customers informed regarding the status and condition of their equipment.
Provide advice regarding repairs, maintenance requirements and future service needs.
Review customer satisfaction feedback and implement action plans where required.
Analyse existing, previous and potential customers to identify opportunities for portfolio growth.
Identify key customer contacts and maintain strong stakeholder relationships.
Recognise early warning signs of customer dissatisfaction or possible contract cancellation and escalate concerns promptly.
Contract Management & Negotiation
Prepare, coordinate and negotiate service offers and contracts.
Draft, review, negotiate and finalise service agreements.
Understand customer requirements and propose suitable contract amendments or new service solutions.
Identify opportunities to expand existing customer agreements and increase commercial value.
Maintain accurate oversight of contract renewals and outstanding proposals.
Financial & Commercial Management
Protect and grow service revenue while maintaining profitability.
Work towards agreed commercial targets and performance objectives.
Monitor contract profitability and financial performance.
Report on contract status, risks and commercial opportunities.
Identify opportunities to increase revenue within the existing customer portfolio.
Support the management of outstanding payments and overdue accounts where required.
Risk & Compliance
Identify contractual and commercial risks and implement appropriate mitigation actions.
Ensure service contracts comply with relevant legal, regulatory and company requirements.
Maintain accurate records relating to renewals, quotations and outstanding commercial matters.
Ensure service activities are carried out in line with applicable safety and regulatory requirements.
Service Performance & Continuous Improvement
Monitor market trends and competitor activity.
Recommend commercially attractive service offerings and contract terms.
Track the contract sales pipeline and relevant performance metrics.
Review service work to ensure contractual obligations and regulatory requirements are being met.
Analyse contract-management processes and recommend improvements.
Work closely with operational teams to support service quality and customer satisfaction.
Ideal Candidate ProfileThe successful candidate should be commercially minded, customer-focused and confident managing both service relationships and commercial negotiations.They should demonstrate:
Strong sales and negotiation ability.
Proven ability to close commercial agreements.
Strong customer relationship management skills.
Ability to manage multiple contract opportunities simultaneously.
Good commercial and financial awareness.
Strong attention to detail.
Confidence reviewing contracts and commercial terms.
Ability to work effectively in a fast-paced environment.
Strong collaboration and teamwork skills.
Excellent communication and presentation ability.
Good project-management and organisational skills.
Knowledge & Skills
Basic knowledge of health and safety requirements.
Understanding of sales processes and negotiation techniques.
Contract negotiation and management.
Customer relationship management.
Commercial and financial awareness.
Risk identification and management.
Sales pipeline management.
Project management.
Strong interpersonal skills.
Attention to procedures and guidelines.
Strong communication and presentation skills.
Ability to work across operational and commercial teams.
Key Competencies
Customer Focus
Commercial Awareness
Sales & Negotiation
Contract Management
Relationship Building
Problem Solving
Attention to Detail
Collaboration
Resilience
Adaptability
Organisation & Planning
Accountability
Continuous Improvement
Desired Skills:
Service Leader