Service Contract Manager
Rolls-Royce · Jakarta
Job Description
Contract Management & Execution:
- Manage the execution and administration of service contracts, maintenance agreements, and aftermarket support programs.
- Ensure all contractual obligations, Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and Performance Guarantees are achieved.
- Monitor contract profitability, cost performance, risk exposure, and revenue realization.
- Lead contract reviews, renewals, amendments, and escalation management.
- Maintain accurate contract documentation, records, and reporting systems.
Operational Coordination:
- Coordinate with service operations, field service engineers, parts supply, technical support, and project teams to ensure successful service delivery.
- Coordinate planning and execution of shutdowns, overhauls, preventive maintenance, and emergency response activities.
- Ensure resource allocation aligns with contractual commitments and operational priorities.
Customer Relationship Management:
- Serve as the primary commercial and operational contact for key customers.
- Build strong long-term relationships with companies, operators, EPC contractors, and industrial clients.
- Conduct regular customer performance reviews and operational meetings.
- Identify opportunities for contract expansion, upgrades, and additional service offerings.
Financial & Commercial Management:
- Prepare and manage contract budgets, forecasts, and profitability analysis.
- Monitor invoicing, variations, claims, and payment milestones.
- Support tendering, pricing strategies, and contract negotiations.
- Drive continuous improvement initiatives to optimize service efficiency and margin performance.
Risk, Compliance & HSE:
- Ensure compliance with contractual, legal, and company governance requirements.
- Monitor and mitigate commercial, operational, and technical risks.
- Support adherence to HSE policies, site safety standards, and industry regulations.
- Participate in incident reviews and corrective action processes where required.
Reporting & Performance Analysis:
- Develop and present contract performance reports to management and customers.
- Track service KPIs including equipment availability, reliability, MTBF, response times, cost performance, etc.
- Utilize ERP/CMMS systems to manage contract data and reporting accuracy.
Special assignments
Key Performance Indicators (individual KPIs)
Contract profitability and margin achievement SLA and KPI compliance Customer satisfaction and retention Equipment uptime and reliability performance On-time invoicing and cash collection Safety and compliance performance Successful contract renewals and growth
Qualifications & Experience
Bachelor’s degree in Engineering, Business Administration, Industrial Management, or related field. Minimum 10 years of experience in aftermarket services, or industrial operations. Experience in heavy equipment, mining machinery, power generation equipment, marine engines, or rotating equipment industries preferred.
Strong understanding of maintenance service models, field service operations, and industrial customer environments. Experience managing long-term service agreements (LTSA), maintenance contracts, or performance-based service agreements is highly desirable. Familiarity with ERP and service management systems (SAP, or equivalent).
Preferred Industry Experience supporting equipment and services related to: Mining trucks, excavators, crushers, and processing equipment Diesel and gas power generation systems Marine propulsion systems and auxiliary equipment Rotating equipment, engines, pumps, compressors, and turbines
Required Skills & Competencies
Strong commercial and contractual negotiation skills Technical understanding of heavy industrial equipment Financial and analytical capability Stakeholder and customer relationship management Project and operational coordination Risk assessment and problem-solving Excellent communication and reporting skills Ability to work in high-pressure operational environments Leadership and cross-functional team collaboration
Work Environment
Office and field-based role with regular customer site visits. Travel may be required to mining sites, power plants, shipyards, ports, offshore locations, etc. May require availability outside standard business hours during critical operational events or shutdowns.