Pull Management Leader, SSA Steam Services Parts

About the role

This Pull Management Leader role covers SSA within Steam Services Parts VS and sits inside an end-to-end Value Stream operating model built around four streams. It supports customers from opportunity through execution, strengthening accountability and cross-functional collaboration. The role leads pull management, owns escalated customer order issues and represents the function in leadership forums.

Key responsibilities

• Lead pull management for SSA, accountable for customer order execution, issue resolution, fulfillment performance and customer outcomes.
• Drive proactive order behaviour, prioritisation, schedule alignment and execution across the assigned value stream.
• Own escalated customer order issues, coordinating cross-functionally to remove barriers and protect commitments.
• Manage non-standard situations with sound judgment and trade-off decisions.
• Facilitate alignment and decision-making when issues go beyond the immediate team.
• Represent pull management in leadership forums on priorities, risks and performance.
• Drive daily operating rigor: workload balancing, escalation management, performance follow-up and adherence to operating rhythms.
• Support improvement initiatives, standard work updates and system-enabled ways of working.
• Lead, coach and develop the team.

Required profile

• Significant leadership experience in customer order management, fulfillment, logistics, supply chain, operations or service delivery.
• Proven success in team leadership, coaching and employee development in complex operational environments.
• Demonstrated lean, AI and transformation experience, with process improvement and system adoption.
• Bachelor's degree or equivalent professional experience.
• Desired: strong end-to-end execution mindset, comfort with frequent exceptions and escalations, effective cross-functional coordination in a matrixed organisation, and resilience and decisiveness.

Required skills

• Steam Services operational processes, market requirements and tools including OSERP and NEX.
• Customer order execution, issue resolution and fulfillment coordination.