Franklin Fitch
Contract Manager
United Kingdom
Posted 7 days ago
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Overview
An exciting opportunity has arisen for an experienced Service Contract Manager to join a growing managed services organisation. This role is responsible for overseeing the commercial governance, administration, and lifecycle management of managed service contracts.
Working closely with service delivery, sales, finance, and operational teams, you will ensure contracts are accurately maintained, commercially protected, and effectively managed from initial onboarding through renewal or termination. You will also act as the internal subject matter expert on contractual obligations, ensuring commercial commitments remain aligned with operational delivery.
Although predominantly internally focused, the role also includes customer interaction, supporting contract reviews, renewals, and contractual discussions.
Key Responsibilities
Contract Governance
- Maintain an accurate contract register covering managed service agreements, supplier contracts, licensing agreements, and related commercial documentation.
- Monitor renewal dates, notice periods, contractual milestones, and expiry dates to ensure no contractual obligations are missed.
- Ensure contracts are securely maintained with appropriate version control and governance.
- Act as the internal authority on contractual terms and obligations.
Commercial Management
- Monitor contract profitability, billing accuracy, and cost-to-serve across the managed services portfolio.
- Identify commercial risks including margin erosion, scope creep, billing discrepancies, and unrecovered costs.
- Produce commercial reports highlighting financial performance, contractual risk, and upcoming renewals.
- Work closely with finance to ensure invoicing aligns with agreed contractual terms.
SLA & Service Credit Management
- Calculate and administer service credits in accordance with contractual service level agreements.
- Review customer service credit claims and challenge inaccurate or unsupported claims using contractual evidence.
- Maintain records of service credit events and use trend analysis to support continual improvement.
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Contract Risk & Compliance
- Review contracts to identify liability limitations, exclusions, force majeure provisions, and commercial protections.
- Ensure contractual safeguards are correctly applied during disputes and commercial discussions.
- Highlight contracts presenting excessive commercial or legal risk and recommend improvements where appropriate.
Change Control
- Manage the contract change process, ensuring all service changes are properly assessed, approved, documented, and commercially agreed.
- Prevent unmanaged scope expansion by ensuring operational changes follow formal governance procedures.
- Maintain a complete audit trail of contractual amendments.
Supplier & Third-Party Management
- Manage supplier and subcontractor contract renewals.
- Maintain visibility of supplier obligations and ensure alignment with customer-facing agreements.
- Escalate supplier risks that could impact contractual delivery.
Contract Renewals & Exits
- Coordinate contract renewals, ensuring discussions begin well ahead of expiry.
- Produce commercial summaries and renewal documentation.
- Manage structured contract exits, ensuring contractual obligations are fulfilled through completion.
- Capture lessons learned to improve future contract management practices.
New Contract Onboarding
- Ensure newly signed agreements are accurately entered into contract management systems.
- Validate commercial terms, service levels, pricing, and obligations before service commencement.
- Support operational handovers by briefing delivery teams on contractual commitments.
Customer Engagement
- Attend contract governance and review meetings where required.
- Support customers with contractual queries, change requests, and renewal discussions.
- Prepare commercial analysis and reporting for governance meetings.
Internal Stakeholder Support
- Provide guidance to operational, commercial, finance, and legal teams on contractual matters.
- Support pre-sales activities by reviewing contractual terms and identifying commercial risks before agreements are signed.
- Build strong cross-functional relationships to improve contract governance and service delivery.
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Skills & Experience
Essential
- Previous experience in contract management, commercial management, or a similar role within an IT services or managed services environment.
- Experience managing a portfolio of commercial contracts throughout their lifecycle.
- Strong understanding of contract renewals, change control, and contract administration.
- Good knowledge of service level agreements (SLAs), KPIs, and their commercial implications.
- Experience working alongside finance teams on invoicing, commercial reporting, and billing accuracy.
- Strong commercial awareness with an understanding of profitability, margin, and contract performance.
- Excellent organisational skills with exceptional attention to detail.
- Ability to interpret and apply contractual language confidently.
- Strong written and verbal communication skills.
- Comfortable engaging with customers and senior internal stakeholders.
- Able to prioritise workloads and work independently while collaborating across multiple departments.
Desirable
- Experience within an ITIL-aligned service environment.
- Understanding of managed services commercial models.
- Experience using contract management or CRM platforms.
- Relevant qualifications in contract management, procurement, commercial management, or business.
- Legal or commercial legal experience would be advantageous.
Success Measures
- Accurate maintenance of the contract portfolio.
- No missed renewals, notice periods, or contractual milestones.
- Strong billing accuracy and commercial governance.
- Successful management of contract renewals and exits.
- Effective management of service credits and contractual disputes.
- Positive feedback from internal stakeholders regarding commercial guidance.
- Clear application of contractual protections to minimise commercial risk.
- Timely identification and escalation of contractual issues before they impact service delivery.
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Skills
Contract Management
Commercial Management
Service Level Agreements
Change Control
Billing Accuracy
Risk Management
Supplier Management
Customer Engagement
Organizational Skills
Attention to Detail
Communication Skills
Financial Reporting
Contractual Obligations
Problem Solving
Stakeholder Management
IT Services
Location