Dubai CICC Pilot Plant Technical Service Manager

Core Role Title: Dubai CICC (Pilot Plant) Technical Service Manager (People Manager)

Job Family Group: Sales & Marketing

Job Family: Technical Service

Grade [Provisional]: Grade 5

About This Role

The Dubai CICC Technical Service Manager leads a team responsible for delivering high-quality technical solutions that are aligned with customer requirements. This role works closely with Technical Services Managers, Sales & Account Management and Category Development teams to ensure that each clients technical needs are adequately met by utilising Tate and Lyles broad range of solutions

Accountabilities

• Oversee a team of Technical Service professionals (Lab Based), managing and delegating daily operations to ensure quality, innovation and timeliness in client support and solution development.
• Ensure seamless operation of the Dubai CICC Pilot Plant – including overall accountability for maintenance, consumables and ingredient inventory, Pilot Plant Capex and Budget, Pilot Plant Safety.
• Oversee the Functional Systems sampling operation out of the Dubai CICC – ensuring high quality SFS samples are developed and produced to drive growth with customers
• Work collaboratively with other Sales & Marketing teams to integrate technical solutions with client goals and expectations.
• Supervise the resolution of complex technical inquiries, providing specialist knowledge, liaising with relevant Technical teams and supporting team members as needed.
• Develop and implement training programmes to enhance the team’s technical knowledge and ability to address diverse client needs.
• Contribute to sub-functional- / sub-regional planning by identifying patterns in client needs and market trends and proposing Technical Service enhancements to maintain a competitive edge.
• Monitor client feedback team performance against KPIs and other metrics, making recommendations to senior management and adjusting processes to meet targets and optimise service delivery.
  
  

• Bachelor’s degree or equivalent experience.
• Strong understanding of the policies, objectives, operations and related activities within a Technical Service Sub-Function or part of a Sub-Region. Specialist knowledge in relationship management, sales and a key technical/scientific discipline within Technical Service, and broad knowledge of several related disciplines.
• Strong communication skills to persuade and influence stakeholders. The role needs to adapt styles, interpret and explain information to different audiences from inside and outside the organisation who are not familiar with the subject matter.
• Lead a team of Technical Service professionals within a large geographical scope. Accountable for meeting team targets, delegating work and managing resources within the team, including line management duties.
• Resolve customer issues that are complex or unusual requiring original thought, research, new approaches and analytical techniques.
• Proven ability to significantly influence sub-functional / sub-regional outcomes through effective decision-making for assigned teams
• Provides guidance on applying existing principles and contributes insights to the development of new policies and strategies.
  
  

• This role requires expert ‘Portfolio Expertise & Category Technical Expertise’, using significant market intelligence to forecast trends, anticipate customer needs, and identify opportunities. Recognised internally and externally as a technical leader, this role will shape NPD direction, partner with senior stakeholders, and act as a trusted advisor to priority customers, co-developing multi-year technical plans.
• An intermediate level of ‘Business Development & Opportunity Prioritisation’ is essential for this role, using data analysis and collaboration with Sales to identify and categorise opportunities, managing pipeline using CRM system. Prioritises opportunities based on value and time horizon, in turn informing resource/ investment allocation. Also supports in gaining planned order / revenue commitment from customers.
• An advanced level of ‘Solution Design & Project Management’ involves leading cross-functional customer engagements to identify holistic requirements and anticipate potential solution challenges. Advanced expertise enables individuals to partner with customers, offering technical guidance to redesign processes and drive value through design of next-generation solutions. Consistently course-corrects based on anticipation of project risk.
• An advanced level of ‘Solution Selling’ involves collaborating with stakeholders to gain a holistic view of customer needs, including those uncommunicated. This expertise enables individuals to develop tailored solutions combining products and services, while supporting Sales in understanding cost and value propositions. Communicates technically complex solutions clearly and prepares data-driven proposals.
• An intermediate level of ‘Solution, Commercial & Financial Effectiveness’ involves collaborating on financial analysis, using advanced metrics to inform decisions and enhance solution commercials. Individuals will be expected to navigate complex compliance issues and combine technical and financial knowledge to evaluate solution feasibility and delivery.
• Demonstrates an intermediate level of ‘Customer Relationship Management & Market Engagement’ through deep understanding of priority customer organisations and pain points, regularly engaging with customers alongside Sales. Plans TS involvement in key industry events and attends these to represent the business and gain exposure. Also evaluates and reports on all engagements, assessing outcomes.
• A foundational level of ‘Capability Development & Coaching’ is demonstrated by supporting peers in understanding competency expectations. Individuals will offer informal mentoring and coaching to colleagues, directing them to resources for self-led learning and offering ongoing feedback upon request.