Operations & Client Service Manager - Oil Lab Testing

Operations & Client Service Manager - Oil Lab Testing

SGS is the world's leading Testing, Inspection and Certification company. We operate a network of over 2,500 laboratories and business facilities across 115 countries, supported by a team of 99,500 dedicated professionals. With over 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, compliance, and sustainability.

We are looking for a Key Account Manager to act as the primary interface between key governmental clients and the laboratory services team, ensuring customer satisfaction, operational excellence, and business growth for fuel, oil, and petrochemical testing projects.

Job Description

• Serve as the main point of contact for key clients, ensuring clear communication and high responsiveness.
• Develop strong, trust-based relationships with client representatives.
• Conduct regular client reviews, gather feedback, and implement client-specific improvement initiatives.
• Oversee day-to-day execution of oil lab testing contracts and coordinate internally with laboratory managers, technical teams, logistics, and support functions to ensure timely and accurate service delivery.
• Track service KPIs (TAT, data integrity, reporting compliance) and address any non-conformities or delays.
• Monitor contract performance, billing cycles, and revenue tracking in coordination with the finance team.
• Ensure compliance with client contractual terms and align service offerings to evolving client needs.
• Collaborate with lab operations and QA/QC to ensure testing methodologies meet international standards (e.g., ASTM, ISO, IP).
• Propose and implement technical and process improvements based on client feedback or performance trends.
• Follow up on equipment readiness, especially for critical units to prevent service disruptions.
• Prepare and submit periodic reports on account performance, risks, and improvement actions.
• Maintain comprehensive records of correspondence, complaints, actions taken, and client approvals.

Qualifications

• Bachelor's degree in Chemistry, Chemical Engineering, or related discipline.
• Proven experience managing strategic or governmental accounts, in the oil, gas, or petrochemical sector.
• Proven experience in oil lab testing services field.
• Familiarity with analytical equipment and lab operations related to petroleum testing
• Fluent in English (Arabic is an advantage)
• Strong communication and negotiation skills.
• Project management capabilities and ability to handle cross-functional coordination.
• Client-focused mindset with attention to detail and problem-solving approach.

Requisition ID: f50285a9-5998-4677-9696-a3e7e1fde45d