Contract Manager

NG Bailey Group; City of Westminster; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Travel card Zones 1–2

25 Days Holiday + Bank Holidays

Pension with employer contributions

Wellbeing and Volunteer Days

Private Medical Insurance

Life Assurance

Salary sacrifice car scheme

Employee Assistance Program (EAP)

Job summary

NG Bailey Group is seeking a Contract Manager to own service delivery for blue chip clients across London, splitting time between client sites and mobile contracts. You’ll lead a team of Service Engineers, work with the Account Manager, and travel around the capital on a Zones 1–2 travel card.

The role combines hands-on leadership with customer-focused delivery to uphold NG Bailey’s standards. You’ll drive financial performance, oversee subcontractors, and pursue opportunities to expand the

Qualifications

• A technical background in any trade, having progressed into a lead or supervisor role - or a compliance background
• Experience of leading and developing a team, with good people management skills
• Experience of delivering exceptional customer service, both yourself and through others, and managing a customer portfolio
• Commercial awareness, with experience of managing contract financial performance
• A good understanding of health and safety legislation, policies and procedures
• Experience of mobile service delivery would lend itself well to this role, but is not essential.

Responsibilities

• Taking full ownership of service delivery across both the client site and our mobile contracts, ensuring a consistently high standard of service and customer care
• Leading, motivating and developing a team of Service Engineers, from setting objectives and managing performance to playing a key role in recruitment, induction and retention
• Building trusting, collaborative relationships with clients and colleagues, with regular (at least monthly) service delivery review meetings
• Delivering the contract financial plan, including gross profit, WIP and debt collection
• Managing service performance against agreed contract KPIs and SLAs
• Organising and monitoring appointed subcontractors, making sure quality of work and value for money are maintained
• Spotting opportunities to grow the base contract with additional services and project works
• Providing escalation support for out-of-hours call outs, on an as and when basis
• Making sure safety is first and foremost, ensuring all service delivery is in strict compliance with our Health and Safety policies and procedures
• Playing an active part in the development of Facilities Services, seeking new ways of working, best practice and continuous improvement

Skills

People management

Contract management

Customer service

KPI & SLAs

Health & safety

Leadership

Job description

We have a fantastic opportunity for a Contract Manager to join our Facilities Services team at NG Bailey. In this role you will take full ownership of service delivery for blue chip clients in commercial environments across London, leading a team of Service Engineers while keeping customer care at the heart of everything you do. This is a varied, hands - on role split across two very different environments. You will spend two days a week embedded on a prestigious client site in London, with the potential for this to increase to three days as the contract develops, becoming the trusted face of NG Bailey to the client. The remaining days will see you out and about, overseeing our foot mobile delivery across the capital. You will work closely with the Account Manager and our Customer Service Centre, and with a travel card covering Zones 1 and 2 provided, getting around London couldn't be easier.

• Taking full ownership of service delivery across both the client site and our mobile contracts, ensuring a consistently high standard of service and customer care
• Leading, motivating and developing a team of Service Engineers, from setting objectives and managing performance to playing a key role in recruitment, induction and retention
• Building trusting, collaborative relationships with clients and colleagues, with regular (at least monthly) service delivery review meetings
• Delivering the contract financial plan, including gross profit, WIP and debt collection
• Managing service performance against agreed contract KPIs and SLAs
• Organising and monitoring appointed subcontractors, making sure quality of work and value for money are maintained
• Spotting opportunities to grow the base contract with additional services and project works
• Providing escalation support for out-of-hours call outs, on an as and when basis
• Making sure safety is first and foremost, ensuring all service delivery is in strict compliance with our Health and Safety policies and procedures
• Playing an active part in the development of Facilities Services, seeking new ways of working, best practice and continuous improvement

We’ll do our best to outline the recruitment process to you ahead of time with plenty of notice. If you require any accommodations to participate in the application or interview process, please let us know and we will work with you to ensure your needs are met. If the above sounds exciting and something you're well versed in, then we'd love to hear from you! We’re looking for a confident, people-focused leader who is just as comfortable building relationships with clients as they are motivating a team of engineers. You’ll be proactive, commercially aware and take real pride in delivering exceptional customer service.

• A technical background in any trade, having progressed into a lead or supervisor role - or a compliance background
• Experience of leading and developing a team, with good people management skills
• Experience of delivering exceptional customer service, both yourself and through others, and managing a customer portfolio
• Commercial awareness, with experience of managing contract financial performance
• A good understanding of health and safety legislation, policies and procedures
• Experience of mobile service delivery would lend itself well to this role, but is not essential.

We are one of the leading independent engineering and services businesses in the UK. Founded in 1921, with a turnover of £500m and 3000 employees, we are proud of our history of developing great people through our investment in training. Working across a variety of sectors within the building and infrastructure industry, our innovative, responsible and forward-thinking approach allows us to work on fantastic ground-breaking projects, providing solutions using the latest tools and technologies. Progression is something we value, and we will make sure that when you join us you have a clearly defined development path, supported by regular reviews, training and ongoing support to enable you to be the best you can be.

We’re always evolving our benefits to ensure we’re attracting and retaining great people. Some of what you can expect includes:

• Travel card covering Zones 1 and 2
• 25 Days Holiday + Bank Holidays with an option to Buy/Sell additional days
• Pension with a leading provider and employer contribution
• Personal Wellbeing and Volunteer Days
• Private Medical Insurance
• Life Assurance
• Salary sacrifice car scheme (Hybrid/Electric Vehicle)
• Free 24/7 365 Employee Assistance Program to support mental health and well-being (including counselling sessions and legal advice)
• Flexible benefits to choose from inc: Dental Insurance, Gym Membership, Give As You Earn, Travel Insurance, Tax Free Bikes.

Next Steps: As a business, we're on a journey to build on our culture where everyone is included, treated fairly and with respect. This starts with recruitment and how we bring people into the organisation.