Contract and Client Relationship Manager

Mitie; Reading; On-site; GBP 70,000 - 90,000; Full time

Job summary

Mitie is seeking a Contract and Client Relationship Manager to lead the day-to-day management of the AWE Water Services account in a highly regulated UK environment. You will act as the primary interface between AWE, Mitie, Marlowe Engineering, Severn Trent Services and the wider supply chain to ensure safe, reliable service delivery.

You will oversee governance, performance management and reporting, driving collaboration, continuous improvement and value delivery across operations, projects and

Qualifications

• Significant account or contract management experience in highly regulated environments.
• Proven ability to manage complex client relationships and interface with senior stakeholders.
• Strong governance, performance management, risk management and change control knowledge.
• Commercial and financial awareness including forecasting and margin management.
• Evidence-based decision-making and ability to simplify complex information for leadership.

Responsibilities

• Serve as principal day-to-day contact for the client and coordinate multi-party delivery.
• Lead governance, performance reporting and ensure KPIs and SLAs are met.
• Coordinate cross-functional teams across Mitie and partner organisations.
• Oversee contract plans, risk registers, change control and improvement initiatives.
• Drive continuous improvement, sustainability and resilience across the contract.

Skills

Account management

Relationship building

Leadership

Stakeholder management

Communication

Commercial awareness

Analytical skills

Education

Related degree or professional qualification

HNC/HND or Level 5 qualification

Tools

CEMAR

Power BI

Asset management systems

Job description

Contract and Client Relationship Manager

At Mitie, we're delivering critical infrastructure services in some of the UK's most complex and highly regulated environments. We are looking for an experienced Contract Manager to lead the day-to-day management of the AWE Water Services account, acting as the primary relationship lead between AWE, Mitie, Marlowe Engineering, Severn Trent Services and the wider supply chain.

This is a high-profile leadership role responsible for ensuring safe, secure and resilient service delivery across operations, maintenance, projects, upgrades, commercial management and governance. You'll be the trusted interface for the customer, driving performance, collaboration and continuous improvement across a multi-party delivery model.

Role Responsibilities

• Act as the principal day-to-day contact for AWE, building trusted relationships with key stakeholders and ensuring a coordinated, responsive and transparent service.
• Lead account governance, performance management and reporting, ensuring contractual obligations, KPIs, SLAs and client expectations are achieved.
• Coordinate operational, technical, project, commercial and support functions across Mitie, Marlowe Engineering, Severn Trent Services and specialist delivery partners.
• Maintain oversight of contractual plans, risk registers, change control processes and improvement initiatives, ensuring risks and opportunities are effectively managed.
• Drive continuous improvement, sustainability, resilience and innovation programmes that deliver measurable benefits to both the client and the contract.

Required Experience

Applicants should demonstrate:

• Significant account management, contract management or service leadership experience within facilities management, utilities, engineering, infrastructure or other highly regulated environments.
• Proven experience managing complex client relationships and acting as the primary interface with senior customer stakeholders.
• Strong understanding of contract governance, performance management, risk management, change control and service integration.
• Demonstrable commercial and financial awareness, including forecasting, margin management, contractual risk and commercial decision-making.
• Ability to analyse complex information and provide clear, evidence-based recommendations to both clients and senior leadership teams.
• Relevant degree, HNC/HND, Level 5 qualification or equivalent professional experience in a related discipline.

What We're Looking For

• A confident and credible leader who can influence stakeholders across multiple organisations and functions.
• Strong relationship-building skills with the ability to navigate complex customer environments.
• Experience leading delivery through influence rather than direct authority.
• Excellent communication, negotiation and conflict resolution skills.
• Strong organisational capability with the ability to manage competing priorities across a complex account.
• A proactive and improvement-focused mindset with a passion for delivering outstanding client outcomes.

What's In It For You?

• Opportunity to lead a strategically important account within a highly regulated and nationally significant environment.
• Direct engagement with senior client stakeholders and executive leadership teams.
• Responsibility for shaping account strategy, performance, governance and future development opportunities.
• Exposure to major infrastructure, utilities and asset management programmes.
• Career development opportunities within one of the UK's leading facilities management businesses.
• Experience working within NEC contracts, including Early Warning and Compensation Event processes.
• Previous experience within nuclear, defence, secure estate or other high-hazard regulated sectors.
• Water, wastewater, utilities or environmental services experience.
• Experience operating within complex prime contractor and supply chain delivery models.
• Professional membership or qualifications through organisations such as CMI, IWFM, APM or WorldCC.
• Experience with CEMAR, Power BI, asset management systems and structured client reporting tools.
• Knowledge of ISO 9001, ISO 14001, ISO 45001 and ISO 27001 management systems.

Security Requirements

This role will require the successful candidate to obtain and maintain appropriate AWE security clearance and site access authorisations. A full UK driving licence is required, along with the ability to travel across the AWE estate and partner locations.

Why Join Mitie?

This is an opportunity to take ownership of a critical customer relationship, leading a complex integrated service that directly supports nationally important infrastructure. You'll play a key role in maintaining client confidence, protecting contract value, driving performance and creating a culture of collaboration across a diverse delivery network.