Global Service Programmes and Contracts Manager

Smithsgroup2; Hemel Hempstead; On-site; GBP 65,000 - 95,000; Full time

Job summary

Smithsgroup2 is seeking an experienced Global Service Contracts & Programmes Manager to own a portfolio of complex service contracts supporting key international customers. The role blends commercial management with programme delivery, customer engagement, and strategic business development across global teams.

You will maximise contract performance, manage risk, drive improvements, and identify growth opportunities across a worldwide customer portfolio.

Qualifications

• Bachelor's degree or equivalent experience.
• Programme Management qualification is desirable.

Responsibilities

• Managing the commercial and financial performance of service contracts and programmes, including revenue, costs, margins, forecasting and budgeting.
• Developing a deep understanding of customer contracts to optimise operational performance and profitability.
• Establishing and monitoring KPIs covering revenue, cost, margin, delivery performance and customer satisfaction.
• Producing and presenting monthly business and contract performance reports.
• Planning and coordinating contract delivery activities, including installations, maintenance, upgrades, repairs, inspections and engineering change programmes.
• Ensuring service delivery, invoicing and payment processes are executed effectively and in accordance with contractual requirements.
• Leading customer review meetings and managing contract-related communications and escalations.
• Working with internal stakeholders to implement process improvements, drive efficiencies and reduce costs.
• Identifying, assessing and managing contractual and operational risks.
• Managing contract amendments, renewals and renegotiations while ensuring governance and approval processes are followed.
• Developing commercial proposals and supporting sales teams to secure additional business opportunities.
• Managing subcontractor relationships and ensuring contractual obligations are effectively flowed through the supply chain.
• Supporting the development of global customer offerings, strategic partnerships and framework agreements.
• Contributing to business forecasting, account plans and demand planning activities.
• Participating in and leading functional improvement projects, tools and process enhancements.

Skills

Commercial & financial acumen

Analytical / problem-solving

Programme / Project management

Contract review & negotiation

Risk management

Contract drafting basics

Planning & organisation

Process improvement

Education

Bachelor's degree or equivalent

Programme Management qualification desirable

Tools

MS Excel

Job description

We are looking for an experienced Global Service Contracts & Programmes Manager to take ownership of a portfolio of complex service contracts supporting key international customers.

This is a highly visible role that combines commercial management, programme delivery, customer engagement, and strategic business development. You will act as the primary customer interface while partnering closely with service, sales, finance, operations, and supply chain teams to ensure contracts are delivered successfully, profitably, and in line with customer expectations.

The successful candidate will be responsible for maximising contract performance, managing risk, driving continuous improvement, and identifying opportunities for growth across a global customer portfolio.

What You'll Be Doing

• Managing the commercial and financial performance of service contracts and programmes, including revenue, costs, margins, forecasting and budgeting.
• Developing a deep understanding of customer contracts to optimise operational performance and profitability.
• Establishing and monitoring key performance indicators covering revenue, cost, margin, delivery performance and customer satisfaction.
• Producing and presenting monthly business and contract performance reports.
• Planning and coordinating contract delivery activities, including installations, maintenance, upgrades, repairs, inspections and engineering change programmes.
• Ensuring service delivery, invoicing and payment processes are executed effectively and in accordance with contractual requirements.
• Leading customer review meetings and managing contract-related communications and escalations.
• Working with internal stakeholders to implement process improvements, drive efficiencies and reduce costs.
• Identifying, assessing and managing contractual and operational risks.
• Managing contract amendments, renewals and renegotiations while ensuring governance and approval processes are followed.
• Developing commercial proposals and supporting sales teams to secure additional business opportunities.
• Managing subcontractor relationships and ensuring contractual obligations are effectively flowed through the supply chain.
• Supporting the development of global customer offerings, strategic partnerships and framework agreements.
• Contributing to business forecasting, account plans and demand planning activities.
• Participating in and leading functional improvement projects, tools and process enhancements.

Why Join Us?

This is an opportunity to play a key role in managing strategic global customer relationships, influencing commercial performance, and driving long-term business growth. You'll work with international teams, lead meaningful programmes, and help shape the future of our global services organisation.

If you have a passion for commercial excellence, customer success, and programme delivery, we'd love to hear from you.

Proven experience

• Proven experience managing complex service contracts and programmes for global customers.
• Strong background in contract delivery, customer service management and programme management.
• Experience managing and improving multi-million-pound contracts.
• Knowledge of commercial contract management, costing and business proposal development.
• Experience working across multiple functions and international stakeholders.

Knowledge & Skills

• Strong commercial and financial acumen.
• Excellent analytical and problem-solving capabilities.
• Programme and project management expertise.
• Contract review, negotiation and change management experience.
• Understanding of risk management principles and mitigation strategies.
• Working knowledge of contract drafting and basic contract law.
• Strong planning, scheduling and organisational skills.
• Ability to drive business improvement and operational efficiency initiatives.

Qualifications

• Bachelor's degree or equivalent experience.
• Programme Management qualification is desirable.

Personal Attributes

• Results-driven with a strong sense of accountability and ownership.
• Excellent communication and stakeholder management skills.
• Comfortable leading through influence across geographically dispersed teams.
• Customer-focused with a commitment to delivering exceptional service.
• Able to make sound decisions using data and commercial insight.
• Builds strong internal and external relationships and collaborates effectively across organisational boundaries.
• Thrives in a fast-paced environment and remains effective under pressure.

Join us and we'll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You'll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You'll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.

Join us and work for a world-leader, with the benefits and training to reward your dedication and ski