Job title: Service Contracts Manager Position: Permanent - Working Nationally Division: Service Branch: Smart Buildings Reports to : Service Director Position: learnd is looking for a BMS Contracts Manager to take full ownership of service, maintenance, and small works activities associated with the delivery for multi‑site and retail customers. This role ensures contractual compliance, commercial performance, strong client relationships, and seamless delivery across all assigned accounts. The role is also responsible for the direct line management of a dedicated team of service coordinators and technical specialists. The role acts as the operational lead for each contract, ensuring structured service governance, clear accountability, and effective coordination between the Remote Operations Centre (ROC), field engineers, subcontractors, and specialist technical teams to deliver consistent outcomes at scale Key Responsibilities: Contract Management & Compliance Manage end‑to‑end BMS service and maintenance contracts across distributed retail estates. Ensure all contractual obligations, KPIs, SLAs, and performance metrics are met or exceeded. Review contract terms regularly, identifying risks, variations, or improvement opportunities. Ensure all documentation, site records, drawings, and service agreements remain accurate and up to date. Support sales as and when required. Maintain structured contract governance including service reporting, audit trails, compliance checks, and documented performance reviews. Utilise service management systems to plan, track and monitor all reactive, PPM and remedial activities across the estate. Customer & Stakeholder Engagement: Build strong working relationships with retail client representatives, FM partners, and internal teams. Hold regular review meetings, providing performance updates, reporting, and long‑term renewal planning. Act as the primary escalation point for service issues, complaints, and contract queries. Work with the service deliver teams and the ROC to establish the correct labour and skill requirements. Provide clear monthly and quarterly KPI reporting, trend analysis, and improvement plans to support transparent client communication. Proactively identify service improvements, efficiencies, and value-add opportunities to enhance customer outcomes and support contract retention and growth. Financial & Commercial Responsibilities: Own commercial performance, including forecasting, margin protection, and cost control. Oversee contract renewals, variations, uplift proposals, and small works pricing. Ensure sub‑contractor procurement follows company processes and delivers value. Monitor contract P&L performance including labour utilisation, subcontractor spend, recovery rates, and gross margin. Ensure accurate forecasting, purchase order control, and timely invoicing aligned to contractual terms. Operational Delivery Oversight: Coordinate with the ROC, Regional service teams and subcontractors to ensure effective planning, resource allocation, and service execution. Oversee mobilisation of new contracts, ensuring accurate asset information, PPM schedules, and BMS documentation. Monitor delivery performance across reactive, PPM, remedial and remote activities. Drive a remote-first service model, maximising resolution through the ROC and technical support teams before field attendance where appropriate. Ensure consistent scheduling, prioritisation, and workflow management across a high-volume multi-site portfolio. Lead contract mobilisation and demobilisation activities, including asset verification, programme setup, documentation and system configuration. Promote a strong health, safety, and compliance culture across all activities, engineers, and subcontractors. Required Skills & Experience: Experience managing service or maintenance contracts, ideally within BMS, HVAC, or building services. Some knowledge of BMS hardware/software platforms and controls integration Ability to communicate risks and issues in a timely and appropriate manner. Demonstrable management skills with knowledge and experience in standard methodologies. Strong decision-making ability and experience in identifying potential sources of risk and their potential impact on contract success The ability to communicate clearly on a wide range of technical matters as well as the interpersonal skills necessary to communicate effectively with customers at all levels, both internal and external. Excellent commercial awareness and ability to interpret contract terms. Effective communicator with strong client‑facing and negotiation skills. Strong organisational skills and ability to manage multiple clients simultaneously. Experience coordinating high-volume, multi-site service operations using CAFM or service management platforms. Strong operational planning and workload management skills with the ability to balance reactive demand, PPM delivery, and customer priorities. Comfortable working with remote teams and cross-functional technical specialists rather than directly supervising trade engineers. General: Timely submission of all reports requested by the Service Director. As required provide assistance/support to colleagues and peers to ensure Learnd Group provide the highest levels of customer satisfaction. Contribute to continuous improvement initiatives to enhance service efficiency, customer satisfaction, and operational performance. Desirable: Experience with retail or multi‑site customer portfolios. Some knowledge of control systems and HVAC control principles. Experience working within technology-enabled or remote service delivery environments Competencies: The following competencies (behaviours and characteristics) have been identified as key to success in the job. Successful Contract Managers are expected to demonstrate these competencies. Independence: Demonstrates required job skills and knowledge Decisiveness: Takes responsibility for actions Problem Analysis: Recognises potential problems and develops solutions Creativity: Offers constructive suggestions for improvement Management Control: Sets clear expectations Oral Communication: Regularly communicates and works well with customers, colleagues and manager Collaborative Working - Able to work in partnership and collaborate with colleagues across the organisation to the benefit of Learnd. Can recognise shared objectives and priorities, and work cooperatively to achieve them, putting them before personal preferences and objectives. Package & Benefits Competitive salary Benefits Company Vehicle - Electric or Hybrid Expense for Travel and Accommodation Death in Service Policy UK Healthcare cash benefit Enhanced sickness pay policy Enhanced Maternity, Paternity, Shared Parental and Adoption Leave Policy Employee Assistance Programme