{"id":3408780,"url":"https://alion.io/job/chromalloy-customer-solution-commercial-manager","title":"Customer Solution & Commercial Manager","company":{"id":2389079,"name":"Chromalloy","domain":"chromalloy.com","url":"https://alion.io/company/chromalloy","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":97,"open_postings":103,"ghost_share":0,"stale_share":0.126,"repost_share":0.019,"time_to_fill_p50_days":27,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Sales","role_family":"Sales","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Glasgow, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-10-27T23:00:00Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-30T12:29:26Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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.\nThe 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.\nAs 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.\nThe 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.\nWorking 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.\nPrimary Accountabilities: \n\nLEADERSHIP & TEAM DEVELOPMENT: \nLead, manage and develop the Contracts and Customer Support team, including Contracts Managers and Contract Support Specialists. \nEstablish clear objectives, priorities, responsibilities and performance expectations across the team. \nProvide day-to-day leadership, coaching, feedback and development. \nEnsure appropriate allocation of customer portfolios, responsibilities and workload across the team. \nBuild team capability through structured coaching, knowledge sharing, training and development. \nEnsure consistent and effective contract management and customer support processes across TSL. \nCreate a culture of ownership, accountability, collaboration and customer focus. \nEnsure appropriate succession and capability development within the team. \nWork closely with other TSL functional leaders to ensure customer and contractual commitments are understood, prioritized and delivered.\n\nCUSTOMER SOLUTION & CONTRACT MANAGEMENT: \nEstablish and maintain strong relationships with key customer stakeholders and act as a senior escalation point for customer matters. \nEnsure the effective day-to-day management and delivery of TSL Service Contracts and Agreements. \nEnsure contractual requirements, deliverables, service levels and commercial commitments are clearly understood and appropriately managed. \nMaintain an understanding of customers' current and future operational requirements. \nEnsure timely, transparent and professional customer communication. \nLead the resolution and escalation of delivery, quality, technical and commercial issues. \nRepresent the voice of the customer internally while ensuring TSL's commercial and operational interests are appropriately protected. \nLead and support customer performance reviews, contract reviews and key customer meetings. \nMaintain appropriate contract and customer records in accordance with TSL quality management requirements, including ISO 9001. \nEnsure compliance with applicable customer requirements, contractual obligations and export control requirements.\n\nCOMERCIAL MANAGEMENT & BUSSINESS GROWTH:\nMaintain commercial oversight of the assigned Service Contract and Agreement portfolio. \nMonitor contract financial performance, including actual profitability against plan, and initiate corrective actions where required. \nSupport quoting, pricing, cost estimation and profitability analysis. \nEnsure additional or out-of-scope customer requirements are appropriately identified, quoted and commercially managed. \nSupport the accurate and timely processing of customer invoicing and supplier costs associated with contract delivery. \nIdentify and pursue opportunities to improve contract performance and increase customer value. \nIdentify opportunities for additional services, parts, technical solutions and expanded scope. \nSupport the General Manager and wider leadership team in customer retention and business development activities. \nProvide commercial and technical input into new Service Contract and Agreement opportunities. \nSupport negotiations, tender reviews and contract discussions as required. \nDevelop customer relationships that support retention, profitable growth and long-term partnership.\n\nPROJECT ENGINEERING & SERVICE DELIVERY:\nOversee the effective planning and preparation of scheduled customer outages. \nEnsure effective planning of capital parts rotations. \nOversee the management, availability and inspection of TSL and third-party tooling, rigging and consumable containers. \nEnsure customers and TSL field personnel receive appropriate and timely technical support. \nWhere specialist expertise is required, identify and engage appropriate internal or external technical resources. \nSupport the effective use of remote monitoring and diagnostics for customer gas turbines where applicable. \nEnsure post-outage and post-implementation reviews are completed, considering both technical performance and customer experience. \nRespond effectively to unscheduled and emergency customer requirements, coordinating available resources to minimize customer downtime. \nSupport effective cost control throughout outage execution in collaboration with Site Coordinators, Finance and other relevant functions.\n\nACCOUNT MANAGEMENT & CUSTOMER DEVELOPMENT:\nMaintain a strong understanding of each customer's current operations, future requirements and business priorities.\nEstablish appropriate customer engagement plans, including regular face-to-face visits both inside and outside scheduled outage periods.\nProvide or coordinate technical support to customers outside formal service engagements when appropriate.\nProactively identify ways to improve TSL's service offering, technical value and overall customer experience.\nIdentify opportunities to reduce customers' total cost of ownership while maintaining sustainable commercial outcomes for TSL.\nProactively identify customer needs and translate these into potential sales and service opportunities.\nPromote appropriate value-added services and solutions across TSL's capabilities.\nBuild long-term relationships that strengthen customer retention and position TSL as a trusted service partner.\n\nCONTINUOUS IMPROVEMENT & GOVERNANCE\nIdentify and implement improvements to contract management, customer service and commercial processes.\nReview and improve relevant procedures covering areas such as ISO requirements, HSE, RAMS, document management, costing and service delivery.\nSupport the identification and development of improved external service providers, including specialist labour and technical services.\nSupport the development of expanded TSL capabilities, including additional engine types, Balance of Plant services and other customer solutions.\nDrive standardization, efficiency and continuous improvement across the Contracts and Customer Support function.\nEnsure lessons learned from customer issues, outages and contract performance are translated into sustainable improvements.\n\nKEY CHALLENGES\nBalancing customer requirements with TSL's operational capacity and commercial objectives.\nManaging multiple customer contracts, outages and priorities simultaneously.\nMaintaining customer confidence during urgent, technically complex or unplanned situations.\nDriving accountability across functions where successful contract delivery depends on multiple stakeholders.\nProtecting contract profitability while maintaining high levels of customer satisfaction.\nDeveloping consistent contract-management processes while supporting the continued growth and professionalization of TSL.\nDeveloping the Contracts and Customer Support team to meet current and future business requirements.\n\nCompetencies:\n\nThe successful candidate will demonstrate:\nLeadership & People Development: Able to lead, coach and develop a high-performing team.\nCustomer Focus: Builds strong, credible and long-term customer relationships.\nCommercial Acumen: Understands contract economics, profitability, pricing, cost control and commercial risk.\nAccountability: Takes ownership for commitments, actions and results.\nResults Orientation: Maintains focus and delivers outcomes in a demanding customer-service environment.\nTechnical Credibility: Able to understand and communicate complex technical concepts effectively.\nProblem Solving: Uses sound judgement to resolve complex operational, technical and commercial issues.\nStakeholder Management: Builds effective relationships across customers and internal functions.\nCommunication: Communicates clearly and confidently at operational, technical and senior management levels.\nContinuous Improvement: Challenges existing practices and proactively identifies better ways of working.\nDecision Making: Able to make timely, well-informed decisions, including under operational pressure.\nOrganisation & Prioritization: Effectively manages multiple contracts, customers and competing priorities.\n\nEducation\nHND-level qualification or equivalent relevant technical/commercial experience is desirable.\nA relevant engineering, technical, business or commercial qualification would be advantageous.\n\nExperience\nSignificant experience within the industrial gas turbine, power generation, field service or related engineering/service environment.\nStrong technical understanding of industrial gas turbines, ideally including experience with heavy-frame GE gas turbines.\nDemonstrated experience in a customer-facing contract, service, commercial or project management role.\nProven people-management experience, including responsibility for leading, coaching and developing a team.\nDemonstrable experience of successfully managing customer relationships and delivering high levels of customer satisfaction.\nExperience managing contracts, projects or customer portfolios with commercial and profitability accountability.\nDemonstrated ability to identify and deliver customer growth opportunities.\nExperience coordinating multiple functions to deliver complex customer commitments.\nExperience managing planned outages and responding to unscheduled customer requirements is highly desirable.\n\nSkills\nStrong commercial and financial acumen, including contract profitability, costing, pricing and margin awareness.\nStrong contract and customer relationship management capability.\nExcellent leadership, coaching and team development skills.\nStrong project management and organisational capability.\nAbility to interpret and communicate technical and commercial information.\nConfident negotiation and influencing skills.\nStrong analytical and problem-solving ability.\nProficient in Microsoft Office, particularly Excel and PowerPoint.\nExperience working with ERP/business systems for costing, purchasing, invoicing and contract management.\nAbility and willingness to support urgent customer requirements outside normal working hours when required.","description_format":"text","description_chars":11343,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Aircraft Manufacturing","Maintenance, Repair & Operations 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