Senior Customer Service Manager – Middle Ephurates Region

Job description

Job Description Summary The Customer Portfolio Manager (CPM) is responsible for leading the execution, operational performance, customer engagement, and contractual delivery of a growing portfolio of service agreements across . The role serves as the primary interface between GE Vernova and assigned customers, ensuring safe, high-quality, and profitable execution of contractual commitments while driving customer satisfaction and business growth. Position focused on Management of complex Service portfolio from a Cross Multi service contracts & long-term service agreements, outage programs, cash Management, and new customer accounts spanning numerous power generation sites across Iraq. The CPM will lead a geographically dispersed portfolio covering multiple technologies, service scopes, inclusive of outages, parts, and repairs, field service activities, and long-term maintenance agreements while coordinating cross-functional teams across Engineering, Commercial Operations, Supply Chain, EHS, Finance, Quality, and Field Services. This role requires strong Contractual Management abilities, operational leadership, customer engagement , commercial awareness, project execution expertise, and the ability to manage multiple service programs simultaneously within a rapidly expanding portfolio. Job Description Key Responsibilities Portfolio Leadership & Contract Management Execution of Contractual Obligations driving Highest level of customer Experience and Contract profitability. Manage a portfolio of multiple service contracts including Long-Term Service Agreements (LTSA), outage programs, maintenance agreements, field service activities, and cash management Ensure full compliance with contractual obligations, performance guarantees, customer requirements, and business commitments. Own portfolio execution metrics including Safety, Quality, Delivery, Cost, and Customer Satisfaction. Drive operational reviews, risk assessments, forecasting activities, and portfolio governance processes. Support renewal, expansion, and growth opportunities within existing customer accounts. Customer Relationship Management Act as the primary customer focal point for assigned contracts and sites. Develop and maintain strong relationships with customer leadership and plant management teams. Lead business reviews and operational governance meetings. Ensure timely resolution of customer concerns and technical issues. Identify opportunities to improve fleet performance, reliability, and availability. Support customer growth initiatives and modernization opportunities. Multi-Site Operations Management Lead service execution across multiple power Plants cross the region and handle Multi Clients. Responsible for coordinating activities across sites located throughout MEPD region Iraq Service Expansion & Scope Management Support the successful integration and execution of newly awarded contracts and service programs including: Transition of customer sites from Parts-Only support models to Full-Service Agreements. Expansion of service coverage for newly added generating units. Management of increased outage and maintenance activity across the portfolio. Outage Planning & Execution Lead outage planning and readiness reviews. Coordinate outage resource planning and mobilization. Drive execution excellence through detailed project planning and risk mitigation. Ensure adherence to EHS and Quality standards. Monitor outage performance, milestones, and customer commitments. Capture lessons learned and implement continuous improvement initiatives. ​ Financial & Commercial Performance Support achievement of portfolio revenue, margin, and cash collection objectives. Monitor project financial performance and cost control measures. Identify risks and opportunities affecting profitability. Support contract amendments, variation orders, and commercial discussions. Assist leadership in forecasting revenue, resource demand, and operational requirements. ​ Operational Excellence & Lean Leadership Drive Lean principles across assigned contracts and projects. Lead productivity improvement initiatives. Promote standard work, best practices, and continuous improvement methodologies. Implement corrective actions to address operational gaps. Support service transformation and process improvement initiatives across the Iraq portfolio. Leadership & Team Development Provide leadership and direction during outages and major maintenance events. Mentor junior project managers and site leaders. Foster a culture of accountability, safety, collaboration, and customer focus. Support development of future talent within the service organization. ​ Required Qualifications Bachelor’s degree in engineering. Minimum 8 years of experience within Power Generation, Energy, or Oil & Gas industries. Minimum 10 years of project management, outage management, or customer service leadership experience. Proven Record on contract management Proven customer relationship management experience. Demonstrated experience managing multiple projects and contracts simultaneously. Strong understanding of gas turbine and power plant operations. Experience with contract administration and commercial management. Strong risk management and problem-solving capabilities. Proficiency in ERP systems, Microsoft Excel, Power BI, and PowerPoint. Fluent in English and Arabic. Flexibility to travel cross the region and Internationally Desired Characteristics Contract management Experience managing LTSA and service agreement portfolios. Experience supporting large outage programs. MBA or master’s degree in engineering, Business, or Management. Experience managing geographically dispersed operations. Additional Information Relocation Assistance Provided: No