Service Manager

About the role

We are seeking an experienced Service Manager to lead all aspects of operations at a large, complex industrial water and wastewater treatment facility operating under a long-term BOO (Build-Own-Operate) contract. This role is fully accountable for site performance, safety, team leadership, and customer satisfaction. The Service Manager will lead a 24/7 operation, driving reliability, developing people, and ensuring delivery against contractual performance obligations. The ideal candidate is a hands-on, front-line leader who can navigate complex challenges, think critically, and develop creative solutions while building and leading a high-performing team.

Responsibilities

• Provide overall leadership and accountability for site operations, including process water and wastewater treatment systems
• Lead and develop a multi-discipline team of operators, maintenance technicians, and support personnel in a 24/7 environment
• Drive site performance against key KPIs including safety, uptime, water quality, and customer satisfaction
• Serve as the primary customer interface, maintaining strong relationships and ensuring alignment with contractual obligations
• Ensure full compliance with all safety programs, environmental regulations, and operating procedures
• Oversee site financial performance including budgeting, cost control, and operational efficiency
• Lead troubleshooting and resolution of complex process and operational issues, including biological treatment systems (MBR/MBBR)
• Drive continuous improvement initiatives across operations, maintenance, and team performance
• Establish and maintain strong operational discipline, documentation, and reporting standards
• Coordinate with internal stakeholders (engineering, corporate support, EHS, supply chain) to ensure successful execution within a large, matrixed organization

Requirements

• Minimum 7 years of wastewater treatment experience, including MBR or MBBR systems
• Minimum 5 years of people management experience
• Bachelor of Science degree (technical or related field)
• Demonstrated experience in an industrial environment (e.g., chemical, oil & gas, manufacturing, utilities)
• Proven leadership ability in a 24/7 operations setting
• Strong understanding of safety programs, regulatory compliance, and operational risk management

Preferred Qualifications

• Degree in Engineering (Chemical, Mechanical, Environmental, or related)
• 10+ years of people management experience
• Deep experience in industrial wastewater treatment, specifically MBR systems
• Prior P&L ownership or financial accountability
• Experience working within a BOO or contract operations environment

Skills

• Strong, front-line leader who leads by example and takes ownership of site performance
• Ability to analyze complex operational problems and develop practical, creative solutions
• High level of critical thinking and decision-making capability
• Passion for developing people, coaching teams, and building a strong culture
• Excellent customer engagement skills with ability to influence and build trust
• Strong communication skills across all levels of the organization
• Ability to operate effectively within a large, complex organization and drive results

Working Environment

• 24/7 industrial facility with on-call leadership responsibility
• Exposure to mechanical systems, biological treatment processes, and chemical handling
• Occasional travel required for training and corporate alignment

Why This Role Matters

This role is critical to the long-term success of the Linde BOO contract, where operational excellence, safety performance, and customer partnership directly impact financial outcomes and strategic growth. 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.