Services Manager - Customer Contract Management

Job Description Summary

The Service Contract Manager is responsible for leading the Customer Account Analyst (CAA) organization and overseeing the operational processes that support the creation, administration, fulfillment, and governance of service agreements across Canada. This role provides leadership to the CAA team while driving excellence in contract operations, billing accuracy, entitlement management, workflow governance, and process improvement initiatives.

The Service Contract Manager partners closely with Service Sales, Service Operations, Finance, Digital Technology, and Field Service leadership to ensure service contracts are accurately quoted, implemented, maintained, and invoiced. The role also serves as the primary Canadian business owner for service contract technologies, including quoting platforms, CRM systems, and contract management tools, ensuring business requirements are represented and operational needs are met.

This is a hybrid position located in Mississauga, ON.

Job Description

Key Responsibilities

Leadership and People Management

• Lead, coach, and develop a team of Customer Account Analysts (CAAs) to achieve operational, quality, and customer experience objectives.
• Establish team goals, performance expectations, training plans, and development opportunities aligned with business objectives.
• Conduct regular team meetings, one-on-one meetings, performance reviews, and employee development discussions.
• Manage workload balancing, staffing plans, succession planning, and recruitment activities to ensure business continuity and operational effectiveness.
• Foster a culture of accountability, continuous improvement, collaboration, and customer focus.

Service Contract Operations

• Own operational governance of the service contract lifecycle, including contract setup, maintenance, modifications, renewals, entitlement management, and invoicing support.
• Ensure service agreements are accurately established and maintained within business systems and aligned with customer commitments.
• Oversee contract workflows, approvals, and operational controls to ensure compliance with established policies and quality requirements.
• Partner with Service Operations, Sales, and Finance teams to resolve contract discrepancies, entitlement issues, and customer escalations.
• Drive standardization and continuous improvement of contract administration processes.

Billing and Revenue Optimization

• Provide oversight of billing-related activities to ensure timely and accurate invoicing of contractual and billable service activity.
• Monitor operational metrics and reporting to identify revenue leakage risks, process gaps, and opportunities for improvement.
• Partner with Finance and operational leaders to improve revenue capture, reduce aged work items, and strengthen operational controls.
• Support quarter-end and year-end business activities related to contract administration and revenue recognition processes

System Ownership and Digital Enablement

• Serve as the Canadian business owner and principal operational stakeholder for service contract management technologies.
• Own Canadian business alignment and operational input for quoting platforms, including Apttus and future commercial enablement solutions.
• Represent Canadian service operations requirements in system enhancements, user acceptance testing, process redesigns, and technology deployments.
• Partner with Digital Technology teams to prioritize enhancements, resolve operational issues, and improve user experience.
• Maintain business ownership and operational governance of CRM and service management systems, including SMAX and related platforms.
• Lead change management, communication, process documentation, and user adoption activities associated with technology implementations.
• Coordinate participation in testing activities, defect management, validation exercises, and release readiness assessments.

Process Excellence and Governance

• Maintain ownership of service contract work instructions, operating procedures, and related quality documentation.
• Lead internal audits, process reviews, and corrective action activities associated with contract administration processes.
• Establish reporting mechanisms and operational metrics to measure performance, quality, efficiency, and customer outcomes.
• Identify opportunities for automation, standardization, and process simplification across the service contract ecosystem.
• Ensure compliance with company policies, financial controls, quality requirements, and regulatory obligations.

Required Qualifications

• Bachelor's degree from an accredited university or college and 5+ years of related business experience.
• Prior experience working with contract quoting and CRM database management.

Desired Characteristics

• Proven people leadership experience with the ability to lead, motivate, develop, and retain high-performing teams.
• Strong understanding of service operations, service contract administration, billing processes, and customer support functions.
• Demonstrated ability to lead cross-functional initiatives and drive organizational change.
• Experience with CRM, quoting, and service management platforms, including business ownership or super-user responsibilities.
• Strong analytical and problem-solving skills with the ability to use data to drive operational improvements.
• Exceptional communication and stakeholder management skills across all organizational levels.
• Ability to influence without direct authority and build strong collaborative relationships.
• Continuous improvement mindset with experience implementing process enhancements and operational efficiencies.
• Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.
• Customer-focused approach with a commitment to operational excellence and quality outcomes.
• Experience supporting technology deployments, user acceptance testing, and business process transformation initiatives.
• High degree of accountability, ownership, and business acumen.

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Additional Information

Relocation Assistance Provided: No