Franklin Fitch
Service Contracts Manager
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Service Contracts Manager
Service Contract Manager - Managed Services
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 delivery, sales, finance, and operational teams.
The Service Contract Manager ensures contracts are accurately maintained, commercially protected, and effectively managed from onboarding through renewal or termination. They act as the internal subject matter expert on contractual obligations, ensuring alignment between commercial commitments and operational delivery. While predominantly internally focused, customer interaction plays a key role in contract reviews, renewals, and 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 prevent missed obligations.
- Ensure contracts adhere to secure version control and governance.
- Act as the internal authority on contractual terms and compliance.
Commercial Management
- Track contract profitability, billing accuracy, and cost-to-serve across the managed services portfolio.
- Identify commercial risks (margin erosion, scope creep, billing discrepancies, unrecovered costs) and escalate.
- Produce commercial reports highlighting financial performance, contractual risk, and renewals.
- Collaborate with finance to align invoicing with contractual agreements.
SLA & Service Credit Management
- Calculate and administer service credits based on SLA compliance.
- Review and challenge customer service credit claims using contractual evidence.
- Maintain records and conduct trend analysis to improve service delivery.
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Contract Risk & Compliance
- Review contracts for liability limitations, exclusions, force majeure clauses, and commercial safeguards.
- Ensure protections are applied during disputes and negotiations.
- Highlight high-risk contracts and recommend mitigation strategies.
Change Control
- Manage the contract change process, ensuring formal governance for service modifications.
- Prevent unauthorised scope expansion and maintain a clear audit trail.
Supplier & Third-Party Management
- Monitor supplier and subcontractor renewals and compliance with customer-facing agreements.
- Escalate risks that could impact contractual deliverables.
Contract Renewals & Exits
- Coordinate renewals with early-stage discussions ahead of expiry.
- Produce commercial summaries and renewal documentation.
- Manage structured contract exits while fulfilling obligations.
- Capture lessons learned for future improvements.
New Contract Onboarding
- Input newly signed agreements into contract management systems.
- Validate commercial terms, SLAs, pricing, and obligations before service commencement.
- Facilitate operational handover with delivery teams.
Customer Engagement
- Attend contract governance and review meetings.
- Support customers with contractual queries, change requests, and renewals.
- Provide commercial analysis for stakeholder meetings.
Internal Stakeholder Support
- Offer guidance on contractual matters to operational, commercial, finance, and legal teams.
- Review pre-sales contracts for commercial risks before signing.
- Foster cross-functional relationships to enhance contract governance.
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Skills & Experience
Essential
- Previous experience in contract management, commercial management, or a related role within IT or managed services.
- Proven track record in managing a portfolio of commercial contracts throughout their lifecycle.
- Strong understanding of contract renewals, change control, and contract administration.
- Knowledge of SLAs, KPIs, and their commercial implications.
- Experience working with finance teams on invoicing, reporting, and billing accuracy.
- Strong commercial awareness (profitability, margin, contract performance).
- Demonstrated organisational skills, attention to detail, and contractual interpretation.
- Excellent written and verbal communication, including customer and stakeholder engagement.
- Ability to prioritise tasks independently while collaborating across teams.
Desirable
- Experience in an ITIL-aligned service environment.
- Familiarity with managed services commercial models.
- Knowledge of contract management or CRM platforms.
- Relevant qualifications in contract management, procurement, commercial law, or business.
- Experience in legal or commercial risk advisory.
Success Measures
- Accurate maintenance of the contract portfolio.
- No missed renewals, notice periods, or milestones.
- Strong billing accuracy and commercial governance.
- Successful contract renewals and exits.
- Effective service credit and contractual dispute resolution.
- Positivity feedback from internal stakeholders on commercial guidance.
- Proactive identification of contractual risks to prevent service disruptions.
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