Service Contracts Manager

Location: Field Based (UK Travel Required)
Reports To: Regional Service Manager

About the Role

We are seeking an experienced and commercially focused Service Contracts Manager to be responsible for the effective management and retention of service contracts and key customer accounts within a defined region.

The successful candidate will maximise contract revenue and profitability through strong account management, operational collaboration, contract governance, and customer relationship management. This role requires close partnership with service, sales, finance, and operational teams to ensure contractual commitments are delivered successfully while identifying opportunities for business growth.

Key Responsibilities

Contract & Account Management

• Develop and maintain key account plans to maximise the value and growth potential of contracted accounts.
• Build and maintain strong relationships with key customer stakeholders.
• Act as the primary point of contact for contract reviews and service provision changes.
• Monitor contract performance against agreed service level agreements (SLAs).
• Ensure high levels of customer satisfaction and service delivery excellence.
• Identify opportunities to expand products and services within existing accounts.

Commercial & Financial Management

• Manage the retention and renewal of service contracts.
• Ensure accurate capture and invoicing of all contracted activities.
• Implement annual contract price increases where applicable.
• Provide accurate revenue forecasts on a weekly, monthly, quarterly, and annual basis.
• Work closely with finance teams to resolve invoicing and credit control matters.
• Analyse contract performance, commercial trends, and profitability.

Operational Coordination

• Collaborate with regional service and operational teams to ensure efficient contract delivery.
• Facilitate effective communication between service, sales, administration, and finance teams.
• Ensure all contract implementation and setup documentation is completed accurately.
• Maintain up-to-date contract records within company systems.
• Support timely contract renewals and amendments.

Reporting & Analysis

• Produce management information and performance reports for contracted customers.
• Generate account analysis and business reports for internal stakeholders.
• Utilise business systems and reporting tools to extract and analyse data.
• Investigate and explain variances relating to service delivery, compliance, and financial performance.

Skills & Experience

Essential

• Commercial and service management experience within a healthcare or medical services environment.
• Strong contract management and account management experience.
• Excellent organisational and planning skills.
• Strong analytical and problem-solving capabilities.
• Experience interpreting operational and financial performance data.
• Excellent communication and relationship-building skills.
• Advanced Microsoft Office skills, including:
  • Excel
  • Word
  • PowerPoint
  • Outlook
  • Teams
• Ability to work effectively with multiple stakeholders across different functions.

Desirable

• Qualified Engineer or technical background.
• Experience negotiating service contracts and commercial agreements.
• Experience presenting management information and performance data to customers and senior stakeholders.

Key Competencies

Influencing & Negotiation

• Builds credibility and trust with customers and colleagues.
• Gains commitment through effective persuasion and negotiation.
• Promotes solutions and recommendations confidently.
• Influences stakeholders at multiple levels.

Analysis & Communication

• Produces clear, concise, and professional written communication.
• Presents information in a structured and logical manner.
• Tailors communication style to suit different audiences.
• Explains complex information clearly and effectively.

Presentation Skills

• Confident presenter with strong communication skills.
• Able to engage audiences and respond effectively to feedback.
• Delivers presentations professionally and credibly.

Planning & Organisation

• Prioritises workload effectively.
• Plans activities and projects in advance.
• Meets deadlines and manages competing priorities.
• Organises resources to achieve business objectives.

Adaptability

• Responds positively to change.
• Adapts working style to different situations and stakeholders.
• Demonstrates resilience and flexibility.
• Embraces new ideas and continuous improvement initiatives.

This is an excellent opportunity for a commercially minded service professional with strong contract management experience to play a key role in driving customer retention, service excellence, and business growth.