Job Title: Contract Manager
Department: Contract Management
Reports To: Head of Contract Management
Purpose of the Role
The Contracts Manager supports the Head of Contract Management in delivering high quality commercial and operational management across key client accounts. The role is responsible for ensuring contractual obligations are met, service performance is monitored, and operational activities align with client expectations and organisational standards.
The post holder will act as a day to day commercial and operational contact for clients, working closely with internal teams—including the Service Centre, Field Operations, and the wider Contract Management team—to ensure service delivery excellence. They will also support contract governance activities such as change control, performance reporting, SLA monitoring, and commercial documentation.
This role plays a key part in maintaining strong client relationships, supporting operational effectiveness, identifying improvement opportunities, and ensuring that all work is delivered safely, compliantly, and in line with company values.
Duties and Responsibilities
* Support the Head of Contract Management in the delivery of contractual, operational, and commercial obligations across assigned client accounts.
* Manage day to day client communication, acting as a key operational and commercial contact to ensure clarity, responsiveness, and strong relationship management.
* Monitor service performance, SLAs, KPIs, and operational outputs, escalating issues and driving actions to maintain or improve performance levels.
* Coordinate with the Service Centre, Field Operations, and other internal teams to ensure client requirements are understood, prioritised, and delivered effectively.
* Assist in the preparation, review, and maintenance of contract documentation, change controls, commercial statements, and performance reports.
* Support governance reviews, operational meetings, and client service reviews, providing accurate data and insight.
* Identify opportunities for operational and commercial improvements, recommending changes to processes, systems, or delivery approaches where appropriate.
* Ensure accuracy and professionalism of all documentation and correspondence issued to clients.
* Maintain awareness of market and industry trends that may impact client expectations or contract delivery.
* Regularly visit client sites and operational locations to maintain strong relationships and first hand understanding of service delivery.
* Ensure all work is carried out in accordance with Health & Safety policies and industry best practice.
* Support adhoc business projects or initiatives as required by the Head of Contract Management.
* Represent client interests within the business, ensuring internal teams understand priorities, expectations, and service requirements.
* Assist in identifying client training needs and liaise with the Training Team to address them.
Additional Responsibilities
* Support and lead adhoc operational projects or service initiatives as directed by the Head of Contract Management, ensuring tasks are delivered efficiently, safely, and aligned with field and service centre capabilities.
* Act as the operational voice of the client within the business, ensuring dispatch, field engineering, service centre teams, and supervisors clearly understand the client's operational priorities, job requirements, and service standards.
* Identify operational training needs based on field performance, quality checks, and service issues; elevate these to the Training Team and support the rollout of operational training or refresher programmes.
Skills – Essential
* Strong interpersonal and communication skills with the ability to build effective working relationships.
Highly organised, adaptable, and able to prioritise tasks effectively in fast paced or time sensitive situations.
* Confident and professional when representing the organisation to clients and partners.
* Positive, proactive, and solutions focused attitude.
* Strong analytical and logical reasoning ability.
* Self motivated with the ability to work independently and as part of a wider team.
* High attention to detail and accuracy in reporting and documentation.
Required Experience
* Previous experience in Contract Management or Service Delivery within the telecommunications, utilities, or infrastructure sectors.
* Experience working with Tier 1 carriers or large scale clients (preferred but not essential).
* Strong understanding of telecommunications environments, operational delivery, or field based services.
* Experience in analysing performance data, preparing reports, and supporting service reviews.
* Familiarity with work management systems and MS Office (Excel/Word) applications.
* Good understanding of Health & Safety and Quality Assurance principles.
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