Customer Service Manager, Profit and loss, Oil & Gas, Budgeting,

Senior Customer Service Manager – Oil & Gas

Role Summary
We are seeking an experienced Senior Customer Service Manager to lead customer service operations for strategic Oil & Gas customers. The role will be responsible for customer satisfaction, service performance, process excellence, business development and business growth while ensuring effective stakeholder management and operational efficiency while ensuring alignment with T-Systems' delivery and quality standards.

 

Key Responsibilities

Customer Service & Account Management

• Strong experience in the Oil & Gas Downstream and Trading domain, with a solid understanding of refining, supply, distribution, retail operations, trading processes, and associated business applications.
• Act as the primary escalation point for customer issues and service-related concerns.
• Build and maintain strong relationships with key customer stakeholders.
• Develop and implement customer service policies, processes, and best practices.
• Ensure high levels of customer satisfaction and service excellence.

 

Performance Management

• Monitor and report on customer service KPIs, SLAs, and operational metrics.
• Analyze performance trends and identify improvement opportunities.
• Prepare regular service reviews and management reports.

 

Process Improvement

• Drive continuous improvement initiatives to enhance customer experience.
• Implement operational efficiencies and service quality improvements.
• Collaborate with cross-functional teams to deliver seamless customer support.

 

Business Development & Business Growth

• Drive business development activities, solution development, and customer presentations.
• Participate in RFP/RFI responses and customer proposals.
• Identify upselling and cross-selling opportunities within existing accounts.
• Work closely with sales and delivery teams to develop growth strategies.

 

Financial & Budget Management

• Manage customer service budgets and operational costs.
• Ensure cost-effective service delivery while maintaining quality standards.
• Support forecasting, budgeting, and resource planning activities.

 

Mandatory Qualifications & Experience

• Bachelor’s degree in engineering, Business, IT, or a related field.
• 12+ years of relevant experience in Customer Service, Service Delivery, or Account Management.
• Experience supporting Oil & Gas / Energy sector customers. Proven experience supporting global Downstream and Trading organizations, managing customer relationships, service delivery, and driving operational excellence in a fast-paced business environment
• Proven experience in pre-sales, solutioning, and customer presentations.
• Strong knowledge of SLA/KPI management, customer success, and service operations.
• Excellent stakeholder management, communication, and leadership skills.
• Flexible to work across shifts and provide support during extended European and US business hours as required.

 

Preferred Skills

• ITIL / IT Service Management knowledge.
• Experience managing global customer accounts.
• Continuous Improvement, Lean, or Six Sigma certification preferred.
• Strong commercial and business acumen.

 

Experience: Total 14+ Years, Relevant 12 + years
Role Level: Senior Customer Service Manager / Senior Service Delivery Manager