General Electric Company

Services Manager - Customer Contract Management

General Electric Company • $100K — $120K *
Mississauga, ON L4T 0A1In-Person
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in a relevant field and 5+ years of business experience.
  • Prior experience in contract quoting and CRM database management.
  • Proven experience in leading and developing high-performing teams.
  • Strong understanding of service operations and contract administration processes.
  • Exceptional analytical, problem-solving, and project management skills.

Responsibilities

  • Lead and mentor a team of Customer Account Analysts to meet operational and quality goals.
  • Oversee the lifecycle of service contracts from setup to invoicing and ensure compliance with policies.
  • Partner with cross-functional teams to resolve discrepancies and improve contract processes.
  • Manage billing activities to ensure timely and accurate invoicing of services provided.
  • Act as the primary stakeholder for CRM and contract management technologies and drive improvements.

Benefits

  • Hybrid work model in Mississauga, ON.
  • Opportunity to lead a team and influence process improvements.
  • Engagement with cross-functional teams and operational stakeholders.
  • Focus on continuous improvement and professional development within the role.
Full Job Description
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

About General Electric Company

GE Healthcare provides medical technology, intelligent devices, and care solutions. They offer medical imaging, information technologies, medical diagnostics, patient monitoring systems, performance improvement, drug discovery, and biopharmaceutical manufacturing technologies. GE Healthcare's mission is to improve patient care and outcomes by providing innovative healthcare solutions. Their technologies are used in hospitals, clinics, research institutions, and pharmaceutical companies worldwide to diagnose and treat various medical conditions.

General Electric Company Careers

Join the dynamic team at General Electric Company, a global leader in innovation and technology. As one of the most respected companies worldwide, we offer unparalleled job opportunities that propel your career to new heights. Work You’ll Do At General Electric Company, you’ll be part of a diverse team committed to transforming industries and improving lives through leadership in sectors such as aviation, power, renewable energy, and healthcare. Our culture thrives on innovation and leadership, fostering an environment where you can grow professionally and personally. Lead in a Unique Market Position General Electric Company stands at the forefront of digital and industrial transformation. Here, you’ll leverage your skills to solve complex challenges, drive growth, and lead projects that have a global impact. Our commitment to professional development and diversity training ensures that every team member is equipped to lead and innovate. Collaborate with Industry Experts Work alongside a global network of professionals, each bringing a wealth of knowledge and experience to our collaborative projects. General Electric Company’s culture of inclusivity and teamwork makes it a prime environment for networking and personal development. Innovative Work Join us to work on groundbreaking projects that redefine what’s possible. Our teams at General Electric Company are constantly pushing the boundaries of technology and innovation to create solutions that not only meet but exceed the needs of our customers and communities around the world. Be Part of a Great Team At General Electric Company, we understand that our employees are our greatest asset. That’s why we offer competitive benefits, extensive career advancement opportunities, and a supportive environment that values work-life balance. Our commitment to employee growth is reflected in our robust training programs and our focus on internal mobility. Future-Proof Your Career With a career at General Electric Company, your growth is limitless. Through our various training programs, internships, and leadership development initiatives, you can enhance your skills and advance your career in a direction that aligns with your professional and personal aspirations. Explore Job Opportunities and Internships Whether you’re starting your career or looking to make a significant impact in your field, General Electric Company offers a range of positions and employment opportunities that cater to your talents and ambitions. From internships that provide real-world experience to leadership roles that challenge your strategic thinking, there’s a place for you here. Stay Connected Join Our Team Search open positions that match your skills and interests. We are always on the lookout for passionate, curious, and solution-driven team players. Explore the possibilities that await you at General Electric Company. Keep Up to Date Stay informed with career tips, insider perspectives, and industry-leading insights—all from the people who work here. At General Electric Company, we’re more than a company—we’re a community. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities available at General Electric Company and become part of a team that’s reshaping the future of technology and industry. Join General Electric Company today and be a part of our journey to build a better world through essential technology and innovative solutions. Your career at General Electric Company awaits—explore, innovate, and lead with us.
Learn more about General Electric Company
Size
168,000 employees
Market Cap
$90.4 billion
Industry
Business Services
Net Income
$5.7 billion
Founded
1892
5 Year Trend
-9.1%
Revenue
$79.6 billion
NASDAQ
GE
* Ladders Estimates

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