Customer Solution & Commercial Manager

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.

• 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.

• 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.

• 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…