Contract Support Manager

Manchester Arndale; Cheltenham; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

OCS UK & Ireland is seeking a Contract Support Manager to oversee operational administration, CAFM (IBM Maximo), reporting, compliance and helpdesk activities across multiple sites. You will lead centralised support teams, ensure statutory and contractual adherence, and provide accurate MI to support service delivery.

The role covers compliance, asset management, governance and sustainability, with regular site travel across England.

Qualifications

• Significant FM experience with strong knowledge of statutory compliance and PPM programmes.
• Experience managing or supervising a helpdesk or support team.
• Strong data reporting skills with Excel and SQL.
• Experience using CAFM systems including IBM Maximo or similar.

Responsibilities

• Support Planned Preventative Maintenance (PPM) programmes and statutory compliance.
• Update Maximo job plans per SFG20 and regulatory changes.
• Monitor compliance tasks and escalate overdue activities.
• Maintain and securely store statutory certificates and maintenance records.

Skills

FM experience

Helpdesk management

Compliance knowledge

Stakeholder management

Excel skills

SQL knowledge

Tools

IBM Maximo

Power BI

SQL

Job description

About The Company:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn.We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.

Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.

Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.

Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!

Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

About The Role:

The Contract Support Manager is responsible for managing operational administration, CAFM system (IBM Maximo), reporting, compliance, and helpdesk functions across several sites. The role leads centralised support teams, reports on compliance with statutory and contractual requirements, and provides accurate management information to support service delivery.

What you will do:

Compliance and Planned Maintenance

• Support the management of Planned Preventative Maintenance (PPM) programmes and statutory compliance activities.
• Maintain and update Maximo job plans in line with SFG20 standards and legislative changes.
• Monitor compliance related tasks and elevate any overdue or missed activities.
• Ensure an appropriate system and structure is in place for storage of statutory certificates and maintenance records..

Auditing and Quality Assurance

• Conduct regular audits of site records, logbooks, certificates, and Maximo data.
• Ensure documentation is accurate, complete, and audit ready.
• Support external audits and compliance reviews.
• Identify and resolve documentation and process gaps.

Asset and Systems Management

• Oversee Strategic Asset Management - ensure that changes to legislation and asset base are updated in the CAFM system and the Contract following relevant processes.
• Maintain accurate asset records within IBM Maximo.
• Support asset verification, lifecycle planning, and Forward Maintenance Register (FMR) processes.
• Manage TFM maintenance schedules and data integrity within Maximo.
• Coordinate operational radio systems and mobile engineering fleet administration.
• Lead the Account based helpdesk to enable the reporting of breakdowns and resolution of issues.

Reporting and Data Analysis

• Produce reports using a range of software including; SQL, BIRT, Excel, and Power BI.
• Develop dashboards and performance reporting tools.
• Prepare monthly Management Information (MI) reports for customers and senior leadership and in support of all Governance arrangements and KPI adherence.
• Analyse operational and asset data to support business performance and continuous improvement.

Governance and Sustainability

• Support compliance with public sector frameworks and company quality standards.
• Assist with ISO audits and continuous improvement initiatives.
• Track and report social value and sustainability metrics, including CCS framework requirements and carbon reduction reporting.

What you will need:

Essential

• Significant experience within Facilities Management (FM).
• Experience managing or supervising a helpdesk or support team.
• Strong knowledge of statutory compliance, PPM programmes, and SFG20.
• Experience using CAFM systems including IBM Maximo or similar.
• Strong Excel and data reporting skills, with SQL knowledge.
• Excellent communication and stakeholder management skills.

Desirable

• Power BI experience.
• Asset lifecycle management experience.
• Knowledge of Crown Commercial Service (CCS) frameworks.
• Experience supporting sustainability, CSR, or carbon reduction reporting.

Additional Requirements

• Regular travel to sites across England, including occasional overnight stays.
• Flexibility to provide support outside normal working hours when required, although the role is predominantly Monday to Friday, standard office hours.
• National Security Clearance should be held or obtainable.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.