Service Manager

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Job Summary:

The Service Leader Italy is responsible for ensuring the promotion of all activities inherent in the growth of the segment from both a marketing and business perspective through the development of strategies and action plans. He/She makes sure that the direct Service and indirect organization consisting of Xylem Partners operate in the market effectively and consistently with company policies to maintain high customer satisfaction. He/She is responsible for maintaining a healthy, safe and positive environment in the Direct Service Workshops being present and ensuring that all the ESH prescriptions are put in place. He/she must also see that the right discounting is applied and the right mix of services/products under his/her responsibility is proposed in the market to maximize the service labor profitability and segment margin. He/She is also responsible for identifying and developing talents within his/her own team, by supporting the company talent growth and succession planning strategy.

Principal Responsibilities:

• Proposes promotional activities and sales initiatives related to Service
• Evaluates proper product and service mix and related discounting to maximize segment margins
• Interfaces with HQ for marketing of Xylem brand services/products
• Motivates his/her team to work together and in synergy with Sales Force, ensuring proper support
• Optimizes the success rate of offers issued against orders received
• Coordinates business development activities pro-actively;
• Sets up targets and KPIs for his / her team
• Defines business cases with economics and P&L impact for investments
• Drives accountability within the teams
• Manage service offers and orders through company CRM and ERP
• Monitoring his / her team’s performance and efficiency (e.g. dashboard, KPIs, monthly sales targets, …)
• Supervises and supports the prioritization of the AM&S customer service activities
• Reports to the Transport Director on a regular basis all significant and relevant topics of the specific segment
• Maintains and increases business opportunities for Service business
• Keeps close contacts with strategic customers and plans regular visits
• Ensures Company policies are respected and ensures compliance with Ethics Rules
• Keeps updated all third parties Due Diligences and Decision Point Portal
• Adhere to the highest standards of ESH requirements and ensure his team is also acting safely
• Collaborates with EU and Global stakeholders to develop business opportunities
• Fosters a High Impact Culture within his/her team
• Develops talents and suggest organizational improvements
• Identify training needs for his department to foster the technical and soft skills development
• Leads by examples, by coaching or mentoring the team when necessary

• Runs CPG reviews with all direct reports and ensure the CPG methodology is applied in his team
• Ensures diversity of candidates is a top priority and translate Xylem’s employment brand to the various culture need
• Complies with Code of Ethics, Code of Conduct, HR and Legal internal policies
• Actively develops a proactive Diversity and Inclusion Environment
• Actively promotes Watermark activities

Qualifications:

• At least 8/10 years of proven experience in multinational companies in the manufacturing industry, managing complex services structures
• Previous experience in workshops management
• Knowledge of service labor in workshops and worksite management
• Knowledge of PNL basics and administrative dynamics
• Degree in engineering
• Strong commercial skills
• Proven knowledge of HSE procedures
• Leadership skills
• Good communication skills
• Good knowledge of English both spoken and written

Key Relationships:

• External: Customers, EU and Global WI Transport organization, Service Partners
• Internal: Transport, HR, Finance, ESH, S&R

Standard weekly job hours:  40

Travel requirement:  70%

Location: Lainate – Milano

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.