Customer Delivery Director

Description:

As the Customer Delivery Director at Novel Non-Metallic Solutions, you will lead the execution and implementation of Non-Metallic solutions from receipt of order through manufacturing, shipping / logistics, installation, commissioning, and close-out. You will be responsible for ensuring safe, high-quality, and efficient field execution while managing field service resources, project schedules, customer expectations, and contract deliverables.

You will manage the execution of customer projects by coordinating with Engineering, Manufacturing, Supply Chain, Project Management, and the Sales team to ensure full ownership of the OTR (Order to Remittance) phase. Add projects are delivered safely, on time, within scope, and in accordance with contractual requirements and company standards.

Key responsibilities included (but aren't limited to):

•     Leading the execution and implementation of Non-Metallic solutions across customer projects from order receipt through commissioning and final handover.

•     Managing field service teams and third-party contractors to ensure safe, efficient, and high-quality execution of installation, testing, commissioning, maintenance, and field support activities.

•     Planning and coordinating field resources, equipment, materials, and logistics to meet project schedules and customer commitments.

•     Ensuring all field activities are executed in accordance with company HSE policies, quality standards, customer specifications, and applicable industry codes.

•     Coordinating closely with Engineering, Manufacturing, Supply Chain, and Project Management teams to ensure project readiness and successful execution.

•     Managing execution risks, resolving technical and operational issues, and implementing corrective actions to minimize project delays and disruptions.

•     Monitoring project progress against schedule, budget, and contractual milestones while providing regular performance updates to internal and customer stakeholders.

•     Ensuring quality plans, inspection requirements, commissioning procedures, and project documentation are completed in accordance with company processes.

•     Managing customer interfaces during execution, responding to operational issues, and ensuring a high level of customer satisfaction throughout project delivery.

•     Ensuring field teams understand project scope, contractual obligations, and technical requirements to achieve successful project outcomes.

•     Driving continuous improvement in field operations, service delivery processes, execution efficiency, and safety performance.

•     Developing the capability of field service personnel through coaching, competency development, and training programs.

Skills/Knowledge:

•     Demonstrated experience managing field service teams, subcontractors, and site-based project execution.

•     Strong understanding of HSE, quality management systems, and project execution best practices.

•     Excellent leadership, communication, planning, and organizational skills in a customer-facing environment.

•     Ability to manage multiple projects simultaneously while maintaining schedule, quality, and safety performance.

•     Experience working within cross-functional and matrix organizations to deliver complex technical projects is a strong advantage.

•     Ability to build trusted relationships with customers — including identifying opportunities to upsell Novel products and services — and with internal stakeholders, while effectively managing execution priorities.

Required Qualifications:

•     Bachelor's Degree in Mechanical Engineering, Materials Engineering, or another relevant engineering discipline; pipeline infrastructure experience is mandatory.

•     Minimum of 5 years experience leading field execution, installation, commissioning, or service delivery within energy, industrial, pipeline, infrastructure, or EPC-type environments.