Contract Manager

Contract Manager

Working Monday to Friday

The post holder is responsible for managing all aspects of operational delivery and client relationship.  You will manage and oversee contract from mobilisation to client relationship management.  This role will involve nationwide travel across a multi-site contract. You will have full responsibility for all Facilities & Workplace services, including the performance of outsourced providers, the clients’ service experience, and the commercial performance of each location.

Part of a strong team, you will mobilise client locations to the agreed specification and take all opportunities to demonstrate Interact as a best in class, complete property solution. You will network within the clients’ organisation to achieve excellent relationships, delivering Interacts values and keeping a firm focus on the statutory and commercial aspects of the contract. You will succeed through supporting the creation and implementation of business resilience processes.

Key Responsibilities:

• Ensure all hard & soft Facilities services are delivered to specification and planned/reactive activities meet SLAs and agreed process, cost & reporting requirements. Make interventions as required.
• Create excellent relationships with outsourced or client’s suppliers, driving performance, communication, and motivation, despite the challenges which will arise in your portfolio.
• Own the performance of all building and service-specific Compliance activities (incl remedial actions).
• Proactively address service issues, complaints/escalations, or failed visits, including agreeing action plans with all stakeholders as needed.
• Manage landlord services & third party/tenant relationships; ensure service charge obligations are met.
• Deliver to an Account Management Plan: develop client relationships with decision makers/influencers creating trust and ease of business.
• Be highly visible across your portfolio. Proactively seek to improve the working environment via ongoing visits and remote engagement. Act on all feedback & observations.
• Coordinate & support onsite inspections/assessments (Fire Risk Assessment, Cleaning audits etc.).
• Support incident management, including out of hours on a rotation basis: Take ownership for client communication, service providers’ response and any Incident Reports/handover notes.
• Provide accurate and useful monthly/quarterly internal/external reporting.
• Responsibility for commercial activity on your portfolio: Review and scrutinise all costs, assess value, need and priority. Seek approval from clients for recharges with confidence and understanding.
• Identify opportunities for selling additional services and facilitate their implementation.
• Support client H&S activities (H&S Audits, Participation in H&S committee, Accident Investigation etc.).
• Ensure adherence to all regulatory Compliance and H&S requirements.

Background and Experience:

• Great hard & soft Facilities Management experience essential. Working technical knowledge expected.
• Experience in managing effective and positive relationships with outsourced suppliers, Helpdesk etc.
• Client relationship management skills, with an awareness of Account Management principles.
• Good working knowledge of H&S in the workplace is essential.
• Experience of property operations in a Retail environment advantageous.
• Previous incident management experience/responsibility would be advantageous.
• Experience of creating operational reports for external stakeholders.
• Technical qualification required.

Key Skills and Competencies:

• Excellent relationship building skills, with the ability to challenge, influence and give advice to clients.
• You can create positive working relationships at all levels with internal and external parties.
• You are proactive, flexible and hands on. Your problem-solving abilities inspire confidence & trust.
• You can be depended on in an emergency, keeping a cool head to coordinate an incident response.
• You will be open to travel and flexible to changing priorities. You can manage multiple tasks and prioritise workload effectively, particularly across multiple locations.
• You take ownership for your output, results, and client feedback.
• Good commercial acumen. You will be required to take ownership of financial matters for your clients.
• Engaging personality, with confidence in your abilities but a willingness to learn & improve.

Measures of Success:

• Client satisfaction/feedback
• Managing planned and reactive work within SLAs/KPI’s
• Revenue generation / commercial management
• Delivery to Account management plan
• Delivery to Supplier performance framework

Bidvest Noonan is a team of 27,000 passionate and customer-focused people. We work together to deliver exceptional service and value to customers across the UK and Ireland. We recruit great people to deliver our services and we provide them with the resources, training, and direction they need to do their best work.

We always put people first. Our people are exceptional and go the extra mile to deliver outstanding services. We celebrate and recognise their successes at every opportunity. At Bidvest Noonan, we strive to make each person feel appreciated, engaged, and supported so that they can reach their potential, knowing it has a positive impact on our overall success.

Bidvest Noonan is highly committed to creating an inclusive environment where everyone can feel valued and respected. We are delighted to welcome applicants from our Armed Forces community and people from diverse backgrounds and identities.