DHL Supply Chain
Contract Operations Manager
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Position: Contract Operations Manager
Location: Milton Keynes (MK5)
Grade: RCS. L
Shift patterns: Monday-Friday. Day time hours (09:00-17:30)
Contract Type: Permanent (Full-Time)
Are you an experienced operations leader with a passion for delivering exceptional customer service, driving operational excellence, and leading high-performing teams? DHL is looking for a Contract Operations Manager to join our Finished Vehicle Solutions (FVS) business in Milton Keynes.
In this pivotal role, you will take ownership of the day-to-day operation, ensuring the safe, efficient, and cost-effective delivery of services for one of the UK's leading finished vehicle logistics networks. Working closely with customers, stakeholders, and operational teams, you will drive performance, champion continuous improvement, and ensure service excellence across all areas of the contract. If you thrive in a fast-paced environment, have a strong commercial mindset, and are passionate about developing people and delivering results, we'd love to hear from you.
A TYPICAL DAY MAY INVOLVE
- Lead and develop a multi-site customer service and operational team, overseeing recruitment, performance management, employee engagement, succession planning, and HR processes to drive a high-performing culture
- Deliver exceptional customer service to Volkswagen Group employees, acting as the senior escalation point for customer complaints, service issues, and operational challenges
- Manage the overall VWG service delivery, ensuring compliance with contractual obligations, service levels, operational processes, Safe Systems of Work (SSOW), quality standards, and Health & Safety requirements
- Build and maintain strong customer and stakeholder relationships through regular operational reviews, account meetings, site visits, and collaboration with internal departments and external suppliers
- Drive continuous improvement, innovation, and operational excellence initiatives, identifying efficiencies, enhancing service offerings, and implementing process improvements across the account
- Oversee account performance and commercial management, including financial monitoring, invoice approval, contract compliance, proposal writing, business case development, and supplier performance management
- Lead business communications, reporting, and governance activities, analysing performance data, sharing insights, coordinating operational meetings, and ensuring effective stakeholder engagement
- Manage business continuity, system changes, facilities, and operational risk, proactively resolving issues and ensuring the seamless delivery of services across Milton Keynes and Crewe operations
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THIS ROLE WOULD SUIT PEOPLE WHO
- Proven experience in a customer-facing operational leadership role is essential
- Excellent communication skills - Verbal and written
- Stakeholder management skills
- Able to confidently present information to clients and senior stakeholders
- Demonstrable experience in leading and supporting Continuous Improvement (CI), Health & Safety, Business Continuity Management (BCM), and employee engagement initiatives within a fast-paced business environment
- Have a proactive and forward-thinking approach, with strong planning, organisational, and problem-solving skills
- Automotive industry experience is highly desirable
- Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook
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WHY JOIN US?
- Free on-site parking
- 33 days annual leave
- Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution
- Free confidential 24/7 GP consultations
- Hundreds of retail and lifestyle discounts
- Affordable loans, savings schemes and free mortgage advice
Visit https://careers.dhl.com/global/en/working-at-dhl-supply-chain to learn more
WHO WE ARE
We're the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.
BUILDING AN INCLUSIVE WORKPLACE
At DHL, we're all about creating a workplace where everyone's skills and experiences matter, and where you can be your true self every day.
As proud supporters of the Armed Forces Covenant, we value the skills and experience of ex-service personnel and are dedicated to helping our veterans find jobs.
Please be aware that interviews are provisionally scheduled to take place during the week commencing the 27th July. Applications received after this date may not be considered but will be added to our talent pool for future opportunities, subject to your consent. Please also be aware that we review applications continuously and where we have a large number of applications the application period may close ahead of the provisional interview date. To ensure your application is considered we recommend submitting it as early as possible.
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