Product & Service Delivery Manager

IPT Global; Aberdeen City; On-site; GBP 40,000 - 80,000; Full time

Job description

Company Description

IPT Global is a well integrity software and advisory services company dedicated to working closely with clients to establish and continuously improve the safest and most efficient well integrity operations possible. We nurture a collaborative and innovative work culture.

Job Description
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 high-quality 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 in-depth, 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, integrating commercial strategy with Field Advisors/Engineers.
• Work directly with clients to optimize their software and service offerings.
• Ensure delivery of high-quality 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 long-term partnerships.
• Upsell and cross-sell 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 IPT’s 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, 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 high-quality service, technical support, and project management to IPT clients.
• Provide technical insight to data science, product, and other departments as requested based on first-hand 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 record-keeping 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 operations-related 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 hands-on software experience or other equivalent work experience.
• Bachelor’s 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.