Contract Delivery Manager
UK & Ireland > London Heathrow
Main Purpose of The Job:
To work closely with the customer base to develop strong stakeholder relations, managing all customer requests with the aim to demonstrate a proactive, consistent and seamless service. Ensuring contractual governance and reporting obligations are adhered to and support the operational teams with relevant information to drive operational success and highest level of compliance to contractual SLA and KPI’s.
Location : TMS - Heathrow
Working Days/Hours - Monday to Friday, 0900 to 1730
Experience:
1. Experience with delivering large/complex service contracts
2. Experience of working with cross-functional teams
3. Experience of collaborating with external customers/stakeholders
4. Previous experience within the aviation industry would be desirable
Main Duties and Responsibilities:
5. Cultivate stakeholder relations and exceed expectations
6. Monitor and report SLA/KPI compliance, addressing issues proactively
7. Lead performance reviews and identify improvements
8. Respond to customer queries and complaints promptly
9. Produce performance reports and communicate updates
10. Alert commercial team to growth opportunities
11. Lead winter resilience communications
12. Collaborate on SLA improvement plans
13. Ensure compliance with health & safety standards and information protection
14. Optimize financial transactions and reporting
15. Promote business productivity and efficiency
Knowledge and Skills:
16. Excellent stakeholder management
17. Strong data analysis skills
18. Excellent verbal and written communication
19. Advanced Excel and PowerPoint skills
20. Ability to build and maintain relationships
21. Proactive team player
22. Strong organisational and negotiation skills
23. Independent worker within policy and budget limits
24. Innovative problem-solving
25. Eligible for a valid Airside Pass
Competencies:
26. Decision-making: Gathers and evaluates information to make informed decisions.
27. Customer Orientation: Anticipates and exceeds customer needs, reinforcing service at all levels.
28. Safety Leadership: Promotes safe behaviour and prioritises health and safety.
29. Cultural Insight: Adapts to global business environments and diverse cultures.
30. Global Acumen: Understands international business trends and impacts.
31. High-Impact Communication: Conveys clear, compelling information.
32. Collaborative Success: Builds effective working relationships.
33. Results-Driven: Sets and achieves high goals, ensuring timely and efficient execution.
34. Learning Embrace: Continuously seeks new knowledge and learns from experiences.
35. Change Management: Encourages innovative solutions and manages change effectively.
36. Structured Problem Solving: Uses techniques to mitigate operational, safety, and financial risks.
What is on Offer:
37. Competitive salary
38. 6% employer pension contribution
39. 3X Salary Life Assurance
40. Health Cash Plan
41. Employee Assistance Programme (EAP)
Address
Exeter Way
Hillingdon
TW6 2UA
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