Contract Performance Manager

Unbound Talent UK; Morley; Hybrid; GBP 52,000 - 76,000; Full time

Job summary

Unbound Talent UK is seeking a commercially minded Service & Account Manager to oversee key utility contracts and maintain strong client relationships across the UK. You will ensure high performance against service levels and drive opportunities to improve or expand the relationship.

The role involves daily stakeholder engagement, data-driven reporting, and collaboration with operations, planning and compliance teams.

Qualifications

• Experience managing client relationships and contracts in a regulated utility environment.
• Strong ability to analyse data and translate into actionable insights.
• Proven track record of driving service improvements and renewals.

Responsibilities

• Oversee a portfolio of utility contracts and senior client relationships.
• Monitor KPIs, SLAs, and commercial performance; report findings.
• Lead regular client and internal performance reviews.
• Collaborate with operations, planning, commercial and compliance teams.
• Use performance data to identify trends and fix issues.
• Support renewals, tenders, and framework submissions.
• Produce clear reports and dashboards for senior leadership.
• Support incident reviews and continuous-improvement activities.
• Identify opportunities to strengthen relationships and grow services.

Skills

Contract management

Client relationships

Stakeholder mgmt

KPIs & SLAs

Data analysis

Reporting & dashboards

Commercial awareness

Education

Utilities sector experience

Tools

CRM software

Excel

Power BI

Job description

Location: Hybrid - Can be based in London, Essex, Yorkshire or Berkshire.

Our client is a growing provider of critical infrastructure and operational support services to major utility organisations across the UK.

They are looking for a commercially minded Service & Account to oversee key utility contracts, build strong client relationships and ensure consistently high operational performance.

This is a visible, varied role, working with senior stakeholders internally and externally. You will be the day-to-day lead for a portfolio of clients, ensuring agreed service levels are met, issues are resolved quickly and opportunities to improve or grow the relationship are identified.

What you’ll be doing

• Managing key utility contracts and senior client relationships
• Monitoring KPIs, SLAs, service levels and commercial performance
• Leading regular client and internal performance reviews
• Working closely with operations, planning, commercial and compliance teams
• Using performance data to identify trends, resolve issues and improve delivery
• Supporting contract renewals, tenders, framework submissions and client presentations
• Producing clear reports and dashboards for senior leadership
• Supporting incident reviews, lessons learned and continuous-improvement activity
• Identifying opportunities to strengthen client relationships and grow services

What we’re looking for

You will have experience within a regulated utility environment - ideally water, although electricity, gas, telecoms, energy or related infrastructure sectors will be considered.

You may currently be a Service Delivery Manager, Contracts Manager, Account Manager, Client Relationship Manager, Performance Manager or Operational Manager. Equally, this could suit someone ready to step up from a senior operational, resource planning, key-account, emergency planning or logistics-focused role.

You will bring:

• Experience managing client relationships, contracts or operational delivery
• Confidence dealing with senior stakeholders and decision makers
• Strong understanding of KPIs, SLAs and service-performance measures
• Commercial awareness and an ability to spot opportunities for improvement
• Good analytical skills, with confidence using data to support decisions
• Excellent communication, influencing and relationship-building skills
• Experience working across operational and commercial teams

Experience of outsourced services, emergency response, resource planning, operational logistics, tenders, contract renewals or procurement frameworks would be advantageous.

Why apply?

This is an opportunity to take ownership of strategically important client relationships within a growing, respected business. You will have real autonomy, regular exposure to senior leaders and the chance to influence service delivery, customer satisfaction and future growth.

Flexible working arrangements can be discussed for the right person, with UK travel required for operational locations, client meetings and internal meetings.