Contract Services Manager

Contract Services Manager (1944) - Blue Light / Emergency Services / Radio Communications

Job location - Flexible Work Location; Travel to a Telent office as and when required
Job type - Full time, Permanent

Telent are looking for a Contracts Services Manager to join the Network Services team. This is an excellent opportunity to bring your IT / Networks Service Delivery Management experience into a challenging and rewarding role, working on a range of mission-critical contracts. This is a Flexible Work Location role, with home working as standard and travel to our Warwick, Farnborough or Chorley (Lancashire) offices for meetings as required.

As a Contract Services Manager at Telent, you will be trusted and empowered to deliver complex and critical services. You'll have the freedom to innovate, take ownership and make smart, agile decisions. We need the best people to help us achieve our ambitions and continue to build and protect the nation's critical infrastructure.

The Contract Services Manager (CSM) has overall accountability for assigned contracts, ensuring delivery on time and within budget through effective engagement with internal and external stakeholders. You will build and maintain strong customer relationships, developing an in-depth understanding of customer IT and Network environments and their current and future challenges, while ensuring high levels of customer satisfaction.

The CSM will work closely with Sales and Bid Managers, drawing on industry experience and product knowledge to maximise opportunities for additional revenue through new work streams and contract tenders.

You will have strong financial, commercial and business acumen, with the ability to clearly articulate contract performance, risks and deliverables at senior and board-level reviews when required.

Contract Services Manager - What you'll do:

• Ensure the successful delivery of assigned IT-related contracts
• Full accountability for contract finances to ensure delivery within budget, including:
  • Identifying and delivering additional revenue opportunities through contract variations or new orders, working with Sales and other colleagues
  • Completing invoicing and ensuring all charges are accurately captured
  • Maintaining accurate contract budgets and forecasts
  • Producing monthly financial reports and presenting them at board level
  • Developing a detailed understanding of contract costs, regularly reviewing expenditure to identify trends and efficiencies
• Accountable for contract performance, ensuring all contractual SLAs and KPIs are met, working closely with Service Delivery Managers to identify root causes and corrective actions in line with continual service improvement
• Ensure compliance with all QEHS and Security policies across assigned contracts
• Manage commercial risks and liabilities in conjunction with commercial and legal teams
• Support the Bid Management team on new bids as required
• Act as a 24/7 escalation point for major incidents and commercial issues, ensuring resolution through to conclusion
• Oversee continual service improvement initiatives, delivering services in the most cost-effective way alongside Service Improvement Managers and stakeholders
• Oversee contract changes and new mobilisations, ensuring agreed scope changes are captured via CCNs
• Analyse complex data to identify trends, efficiencies and best working practices to drive process improvement
• Produce and maintain business documentation in line with document control standards
• Attend and present at internal and external stakeholder reviews, including:
  • Financial reports
  • SLA and performance reports
  • Problem management reports
  • Contract risk registers
  • Actions register

Contract Services Manager - Who you are:

You will have a background in managing IT / Network contracts and enjoy working in a customer-facing role. You will collaborate closely with technical teams, bid management and service delivery functions.

We welcome applications from experienced Service Delivery Managers looking to step into a Contract Services Manager role, take ownership of a P&L and further develop financial skills including forecasting and financial reporting. This role offers a great opportunity to strengthen customer relationships while identifying additional solutions and services Telent can provide.

Contract Services Manager - Key requirements:

• Excellent verbal and written communication skills
• Strong customer-facing skills, with the ability to present data and information clearly
• QEHS and contract document writing capability
• ITIL Foundation
• IOSH - Desirable
• SC Security Clearance - UK resident and eligible to obtain
• Prince2 (desirable, not essential)
• Full UK driving licence and willingness to travel as required

Experience required:

• Experience managing service contracts or programmes up to 500,000
• Tendering and bid support experience
• Managing Profit & Loss, forecasting and financial reporting
• Confident user of business tools such as Oracle, Remedy ITSM and MS Office

What we offer:

A career at Telent spans sectors, roles, technologies and customers, offering opportunities to develop new skills and make a real impact. We are growing and rely on our committed teams to deliver.

We foster an inclusive culture that respects and values difference, celebrates diverse ideas and enables everyone to thrive at work.

Additional benefits include:

• Car allowance
• 26 days holiday plus public holidays, with buy/sell options
• Company-matched pension scheme (4%-6%)
• Family-friendly policies
• Occupational health support and wellbeing portal
• Discounts on cinema, restaurants and shopping through the Telent Reward scheme

We are passionate about creating a diverse and inclusive environment where everyone feels they belong and can reach their full potential.

Telent core values: Be Collaborative, Be Inclusive, Be Customer Focused, Take Responsibility