SAPIENT Center Lead

Position Overview

The SAPIENT Center Lead will provide operational leadership, technical oversight and customer engagement along with people management.

This role is responsible for ensuring the efficient delivery of Camlin's 24/7 monitoring and fault location services while developing a high-performing team that delivers exceptional customer outcomes. The successful candidate will lead day-to-day operations, drive service excellence, support customer relationships and continuously improve operational processes.

The SAPIENT Team Leader will act as the primary escalation point for operational and technical issues while partnering closely with Product, Engineering, Customer Success and Commercial teams to ensure customers receive maximum value from Camlin's monitoring solutions.

Key Responsibilities

Operational Leadership

• Lead and manage the daily operation of the SAPIENT support function, building team capacity as demand grows and ensuring consistent service delivery.
• Develop workflows for asset alarm review, event assessment, investigations, customer notifications and service reporting.
• Maintain ownership of operational KPIs including incident response times, investigation turnaround, report quality,, customer satisfaction and delivery against service commitments.
• Ensure service level agreements (SLAs) and customer commitments are achieved.
• Act as the senior operational escalation point for asset monitoring and analytics service issues, coordinating specialist input where required.
• Oversee service continuity planning and resource allocation across the team.

People Leadership

• Lead, coach and develop a team of Incident Support Engineers and Fault Analysts.
• Conduct performance management activities including objective setting, regular one-to-ones and annual reviews.
• Create individual development plans and support career progression pathways within the team.
• Promote a culture of accountability, collaboration and continuous learning.
• Manage recruitment, onboarding and training of new team members.

Customer Excellence

• Build strong relationships with utility, industrial and other North American customers and key stakeholders.
• Ensure proactive communication regarding asset events, investigation findings and recommended next steps.
• Support customer review meetings and operational performance discussions.
• Host customer visits to the SAPIENT Center, demonstrating its capabilities and how its services support asset management decisions.
• Manage customer escalations through to successful resolution.
• Partner with Commercial teams to promote the center's work through presentations, demonstrations and customer-approved examples of value delivered.
• Drive customer satisfaction initiatives and identify opportunities for service enhancement.

Technical & Service Management

• Develop and maintain a strong understanding of Camlin's sensor technologies, SAPIENT analytics platforms and their application to transformers, generators, overhead lines and future monitored assets.
• Review asset data and alarms, assess emerging trends and coordinate investigations with relevant technical specialists.
• Translate technical findings into clear reports and practical recommendations that support customer decisions.
• Ensure the accuracy, consistency and quality of asset health assessments, event reports and customer communications.
• Establish clear handoffs with Technical Support for monitoring system faults and with Field Services where site activity is required.
• Work closely with Product and Engineering teams to provide customer feedback, improve analytical capabilities and support new service applications.

Continuous Improvement

• Identify opportunities to enhance team effectiveness, customer experience and operational efficiency.
• Implement process improvements and standard operating procedures.
• Develop reporting frameworks and operational dashboards.
• Drive best practice adoption across the service organisation.
• Support strategic initiatives as the SAPIENT service expands globally.

Required Qualifications

• Bachelor's degree in Engineering, Technology, Business or related discipline, or equivalent industry experience.
• Proven experience, establishing processes, leading technical support, service delivery, operations or customer support teams.
• Experience working within utilities, power systems, industrial technology, telecommunications or similar technical environments.
• Strong customer-facing experience with the ability to manage stakeholder relationships.
• Demonstrated ability to lead and motivate teams operating in a fast-paced environment.
• Excellent analytical, organisational and problem-solving skills.

Preferred Qualifications

• Knowledge of transformer condition assessment, including dissolved gas analysis, partial discharge and bushing monitoring.
• Familiarity with generator condition monitoring, overhead line monitoring or related electrical asset applications
• Experience managing operational or shift-based teams.
• Experience recruiting and developing technical teams, including planning for extended-hours or 24/7 coverage.
• Experience managing SLAs, service performance reporting and customer service reviews.
• Relevant asset management, condition monitoring or service management qualifications.
• Experience supporting software-enabled products or managed services.
• Key Competencies
• Leadership
• Builds capability from early stage operation
• Inspires and develops others
• Creates accountability
• Leads through change
• Builds high-performing teams
• Customer Focus
• Understands customer asset management priorities
• Delivers service excellence
• Builds trusted partnerships
• Effectively manages escalations
• Identifies opportunities to strengthen customer value
• Technical Acumen

Understands electrical asset monitoring and condition assessment principles:

• Makes informed operational decisions
• Supports technical problem solving
• Communication
• Excellent verbal and written communication
• Strong presentation and stakeholder management skills

Confidently hosts customer visits and demonstrates service capabilities

• Ability to translate technical information for non-technical audiences
• Operational Excellence
• Data-driven decision making
• Process improvement mindset
• Strong planning and prioritisation skills
• Results-focused execution