Contract Performance Lead

Softcat; Manchester; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

Softcat is seeking a Contract Performance Lead to ensure we consistently meet contractual commitments, safeguard customer retention and drive operational excellence. You will lead a small customer performance team, collaborate with sales, service delivery, procurement and vendor management, and identify growth opportunities through trusted relationships.

This hybrid role offers office and home-based days, flexible hours, and the chance to build trusted customer relationships while shaping

Qualifications

• Experience in contract management, customer success or service delivery.
• Proven ability to lead and develop customer-facing teams.
• Strong commercial awareness and ability to interpret contractual commitments.

Responsibilities

• Leading contract governance across customer obligations, SLAs and KPIs.
• Driving customer retention through proactive risk identification and recovery planning.
• Holding internal stakeholders accountable for contractual commitments and service delivery.
• Coaching and developing a high-performing customer performance team.
• Identifying growth opportunities through trusted customer relationships and insight.

Skills

Contract management

Customer success

Service delivery

Stakeholder management

Communication & relationship-building

Job description

Would you thrive on holding teams accountable and ensuring customer commitments are consistently delivered?

Are you passionate about building trusted customer relationships while driving retention and growth opportunities?

Join our Contract Performance Team

Our Contract Performance team ensures we deliver on every promise made to our customers.

Working across sales, service delivery, procurement and vendor management, the team protects customer satisfaction, retention and long-term success.

By building trusted customer relationships, they help identify opportunities that support future growth.

Success. The Softcat Way.

At Softcat, we don't just help customers embrace technology, we help our people grow too. Join a team where you'll be empowered to bring ideas, challenge the status quo, and make a genuine impact. We believe that together we achieve more, celebrating success while supporting one another every step of the way.

Drive customer success through exceptional contract delivery and trusted relationships.

As our Contract Performance Lead, you'll play a key role in ensuring we consistently meet our contractual commitments, safeguard customer retention and drive operational excellence. You'll lead a small team focused on customer performance while working closely with internal stakeholders and customers to manage risk, improve delivery outcomes and identify opportunities for growth.

As Contract Performance Lead, you'll be responsible for:

• Leading contract governance across customer obligations, SLAs and KPIs.
• Driving customer retention through proactive risk identification and recovery planning.
• Holding internal stakeholders accountable for contractual commitments and service delivery.
• Coaching and developing a high-performing customer performance team.
• Identifying growth opportunities through trusted customer relationships and insight.

We'd love you to have

• Experience in contract management, customer success or service delivery.
• Strong commercial awareness and ability to interpret contractual commitments.
• Experience leading and developing customer-facing teams.
• Confidence influencing and challenging stakeholders at all levels.
• Excellent communication, relationship-building and analytical skills.

Work in a way that works for you

• Hybrid working – 3 days in the office and 2 days working from home
• Working flexible hours – flexing the times you start and finish during the day
• Flexibility around school pick up and drop offs