Contract Manager - Technical bias

Location: Remote, with travel Nationally and to Head Office in Milton Keynes
Contract Type: Full Time
Sector: Facilities Management (Hard FM)

About the Role

We are seeking an experienced Contract Manager to take accountability for the effective delivery of Hard FM services, compliance, asset management and lifecycle management across a national customer contract. This is a pivotal role, responsible for ensuring our client's portfolio remains compliant, fit for purpose and fully operational in line with contractual deliverables and KPI expectations.

Working closely with our mobile engineering teams and specialist subcontractor partners, you will ensure service excellence is consistently achieved. The successful candidate will bring strong leadership, technical expertise and a deep understanding of the FM industry.

Key Responsibilities

Principle Duties and Responsibilities

Customer/Contract Management

• Manage a diverse range of internal and external stakeholders, including clients, sub-contractors and advisors, to ensure objectives and contractual service levels are met within agreed KPIs and SLAs across the National wide estate.
• Ensuring high service delivery of Hard Services Maintenance to contractual specification. Monitor the progress of PPM, reactive, remedial and small works ensuring all works are costed effectively and completed to the satisfaction of all stakeholders and in line with contractual SLAs and KPIs.
• Communicate effectively with the client in relation to service delivery and any issues including internal and external factors influencing service delivery.
• Support the development of service strategies and continuous improvement in conjunction with the client, planning long- and short-term strategies for service delivery and projects.
• Carry out regular site visits on the estate to identify areas for continuous improvement and build relationship with client stakeholders.
• Create a truly customer focused culture, developing excellent relationships and effective stakeholder management through good communication, taking ownership, delivering our commitments and working together.
• Ensure contractual and tender commitments are adhered to and achieved and reported on as required.

Workplace

• Working with the client and operational teams to identify opportunities to enhance delivery, self-deliver of additional services and offer value for money to the client across the contractual specification and beyond.
• Provide sound technical advice; where the remit requires specialist advice ensure an appropriate person or subcontractor is selected and utilised to fulfil the requirements.
• To develop ways of working and implementation of services with the Customer Experience and Journey at the forefront of all decisions.
• Create a workspace environment and service delivery that enables the client to focus on their core business.
• To continually review and assess processes and ways of working to lead a best in practice service to the client.
• Work with the hard services team to diagnose complex issues and formulate systematic action plans to resolve issues.

Customer Satisfaction

• Create a culture of service excellence based on continuous improvement and productivity through the management of the on-site team and contract support functions.
• Ensure that the delivery of all services meets the agreed customer needs for core operational requirements and deliver expected customer satisfaction levels and contractual requirements.

Management of Resources

• Ensure planned maintenance tasks are completed in accordance with SFG20.
• Ensure value for money in the delivery of all services and projects.
• Identify and develop improvements to achieve environmental benefits wherever possible and in line with Atlas's environmental strategy.

H&S and Compliance

• Ensure Group Health & Safety Policy is embedded into day-to-day operations, and all processes and practices are regularly reviewed for effectiveness and suitability and are adhered to by all team members to ensure a safe and compliant environment.
• Manage and maintain all PPM and statutory records to ensure a fully compliant service delivery at all times.
• Operate within agreed operational and/or management guidelines, ensuring company policies and procedures are adhered to, whilst always working within the limits of the Atlas Corporate Governance.
• Create a truly customer focused culture, developing excellent relationships and effective stakeholder management through good communication, taking ownership, delivering our commitments and working together.
• Freedom to prohibit work within Atlas's responsibility that poses an imminent danger to staff or other persons/equipment/property etc.
• Freedom to escalate any H&S issues in the event of serious concerns and to liaise with Atlas's Head of Health & Safety.
• Undertake detailed reporting and investigation of all incidents and accidents.

Supplier Management

• Manage a performance management regime for all hard services suppliers ensuring focus on safety, service delivery, business continuity, value for money and best practice, in line with Atlas standards and expectations.
• Provide regular, accurate and appropriate feedback to those leading the formal supplier and contract management regimes for preferred suppliers.

Financial Management and Reporting

• Produce detailed project costing as required by the client, ensuring correct margin levels are maintained against the profitability of the contract. Preparation and delivery of business cases for project works, identifying the benefits and return on investment to enable the client to make informed decisions.
• Provide service delivery reports for all service lines as agreed in the framework agreement between both parties.
• Support in producing monthly, quarterly, annual and any ad-hoc reporting as required, both internally and for the client.
• Maintain records of the delivery of services including correspondence, meeting minutes, action plans and written notes.

Business Support

• Work with and support internal resources such as Service Desk, Contract Co-ordination, H&S, HR and Sales to ensure best practice is identified and delivered at all times.
• Any other activities or tasks that are deemed reasonable for the role.

• Demonstrable trade qualifications and experience in a M&E discipline.
• Accredited Health and Safety qualification e.g. NEBOSH General Certificate or IOSH Managing Safely.

Essential Knowledge, Skills and Experience for this role

• Leadership experience - 3 years' + experience in a similar environment providing multi-discipline service delivery. (Desirable)
• A proven track record of company policy and procedure management and reviewing, implementing effective change.
• Financial control co-ordination, including P&L responsibility and financial targets. (Desirable)
• Internal report and performance data production and presentation.
• 3 years + experience of Corporate Customer direct management, including producing customer reports and hosting performance review meetings.
• Experience of using management information to support operational decision-making.
• People management experience (Desirable)
• Proven track record of auditing service delivery.
• 3+ Years Management of a Hard FM or Multi Service Operation.
• 3 years' experience of working with CAFM systems such as Maximo or similar Computer Aided Facilities Management systems.
• Knowledge of statutory regulations associated with all building services and Permits to Work systems in highly regulated and controlled environments.
• Experience of working to SFG20 standards for planned preventative maintenance.
• Proficient in presentation skills and MS office.

We're not just another FM provider - we're a top-10 industry leader committed to doing things differently, with a personal touch, smart technology, and a passion for going the extra mile.

As part of an Employee Ownership Trust (EOT), Atlas Workplace Services is proud to be a company where our people have a meaningful stake in our success. Being part of an EOT isn't just about sharing in the company's performance; it's about creating a culture of shared responsibility, collaboration, and pride in what we achieve together.