|Job Title:||Contracts Manager|
•Managing the customer relationships and service management activities for service accounts.
•Acting as the customer advocate; taking the overall lead for the performance of our service accounts, driving a culture of continuous improvement across the service delivery team, and identifying growth and develop opportunities for each account.
•Responsible for co-ordinating and aligning the service strategy in line with account and market requirements.
•Providing overall governance and ownership for all aspect of each account, ensuring a credible delivery plan is in place and consistently meets customer requirements.
•Meeting or exceeding all customer requirements, ensuring a “can do” proactive and innovative approach to delivering excellent services to customers.
•Meeting or exceeding budget/tendered financial performance including sales, profitability and cash flow.
•Managing commercial risks and liabilities.
•Identifying opportunities and additional revenue from customers, either through contract variations or new orders, and delivering these opportunities, working with colleagues including sales as appropriate.
•Managing service and commercial escalations on behalf of the customer.
•Ensuring the successful delivery of contracted services to assigned contracts against financial and operational targets.
•Overseeing the management of the assigned contract P&Ls, ensuring monthly contract reviews take place where appropriate.
•Ensuring that forecasts are accurate, and costs are managed effectively.
•Reporting on the financial performance of assigned contracts.
•Overseeing the management of all SLA performance data ensuring a continuous and real time review and improvement process is in place and followed by the team, ensuring that root cause of failure analysis and SLA mitigations are carried out.
•Overseeing service improvement initiatives where necessary and in the most cost-effective way.
Working with the various delivery managers to ensure contractual requirements, SLA’s, KPI’s are met cost effectively.
•Working with the Commercial Team to formalise and resolve any commercial issues, identifying out of scope works and recovering costs as appropriate.
•Provide support to the Service Design, Pre-Sales and Bidding team where appropriate.
•Oversee the management of contract changes and mobilisation of new products or services as required.
Business Operations Skills – Experience:
•Experience in service management, particularly in managed service contracts, with complex or challenging accounts.
•Managing teams and internal and external stakeholders.
•Management and customer reporting.
•Tendering and bidding for new work from customers.
•Managing customer relationships.
•Managing profit and loss accounts, including forecasting and budgeting.
•Customer facing and presentation skills.
•Works within the parameters of the company behaviours of Service, Commitment and Value.
•Maintains a high level of customer focus.
•Actively tries to find out how the service to customers can be improved.
•Owns problems and taking responsibility for solving them.
•Contributes to continuous improvement.
•Constantly searching for fresh approaches and improvements to the business.
•Delivers work in a professional manner on or ahead of time without compromise.
•Commits to the challenge of stretching targets.
•Organised and financially conscious.
•Is aware of expenditure and seeks to minimise costs to the business and customer.
•Strong customer focus.
•Excellent leadership skills and able to work across the business leading virtual and matrix teams.
•Excellent communication skills.
•Take innovative approach to problem solving.
•Proactive and urgent approach to responding to customer requirements and resolving issues affecting the service delivered to customers.
•Does not need to be a technical expert but needs to be able to grasp technical/engineering issues and understand their impact on the service being delivered to customers.
Fuel Recruitment acts as both an Employment Business and an Employment Agency.