Lead Contract Support And Performance Manager

CBW Staffing Solutions; Hertford; On-site; GBP 30,000 - 50,000; Full time

Job summary

CBW Staffing Solutions is seeking a Lead Contract Support & Performance Manager for a prestigious facilities management contract in Hertfordshire. The role centers on owning contract performance, governance, reporting, and support functions across a busy account, collaborating with operations, suppliers, and client stakeholders to drive service excellence.

You will oversee KPIs and SLAs, manage CAFM data, progress maintenance schedules, and support continuous improvement projects, while

Responsibilities

• Lead the monitoring and reporting of contract performance and KPI/SLAs to drive service excellence.
• Produce governance reports and provide meaningful insights for decision making.
• Maintain contract governance documentation, registers, risk logs and action trackers.
• Coordinate PPM schedules, ensure statutory compliance, monitor completion and actions.
• Oversee CAFM systems data integrity for contract, asset and maintenance records.
• Raise, process and monitor purchase orders; reconcile supplier invoices per procedures.
• Be primary client contact on performance, reporting, governance and service matters.
• Identify trends and opportunities to improve performance and customer satisfaction.
• Manage queries, complaints and escalations with operations and supply chain.
• Oversee estate changes and asset management updates across teams.
• Review subcontractor performance and cost data for governance and improvement.
• Maintain accurate contract documents including quotes, orders, invoices and timesheets.
• Develop the Contract Support and Helpdesk team and set performance expectations.
• Identify opportunities to improve processes and maximise contract performance.

Job description

Lead Contract Support and Performance Manager- Hertfordshire- Up to £50,000- Full time Office Based.

My client, a leading Facilities Management and Maintenance provider, is seeking an experienced Lead Contract Support & Performance Manager to join their team on a prestigious contract based in Hertfordshire.

This is an exciting opportunity to take ownership of contract performance, governance and support functions across a busy account. Working closely with operational teams, suppliers and client stakeholders, you will drive service excellence, oversee performance reporting, ensure contractual compliance and identify opportunities for continuous improvement, ensuring services are consistently delivered to the highest standards and exceed client expectations.

Monday to Friday- Office Based

Main Duties

• Lead the monitoring and reporting of contract performance, producing planned and reactive reports against KPIs, SLAs and contractual measures to drive service excellence.
• Produce contractual, operational and governance reports that provide meaningful performance insights and support informed decision-making.
• Take ownership of contract support activities, maintaining governance documentation, contract registers, risk logs and action trackers to ensure contractual compliance.
• Coordinate and oversee Planned Preventative Maintenance (PPM) schedules, supporting statutory compliance, monitoring completion rates and ensuring corrective actions are tracked and closed out.
• Manage the administration and integrity of CAFM systems, ensuring contract, asset, maintenance and operational data remains accurate and up to date.
• Raise, process and monitor purchase orders, ensuring accurate financial records are maintained and supplier invoices are reconciled in line with contract procedures.
• Act as the primary point of contact for client stakeholders on contract performance, reporting, governance and service-related matters, building strong working relationships.
• Champion a customer-focused approach by identifying service trends, recurring issues and opportunities to improve contract performance and customer satisfaction.
• Manage customer queries, complaints and escalations, working collaboratively with operational teams and supply chain partners to achieve timely resolutions.
• Coordinate estate changes and asset management updates across engineering, operational and CAFM teams.
• Oversee work in progress (WIP), debt management, chargeable works and commercial reporting, working closely with finance and operational colleagues.
• Review subcontractor performance, compliance and cost information, supporting governance meetings, performance reviews and continuous improvement initiatives.
• Maintain accurate contract documentation, including quotations, purchase orders, invoices, timesheets, training records and compliance documentation.
• Manage and develop the Contract Support and Helpdesk team, allocating workloads, setting performance expectations and supporting the ongoing development of team capability.
• Identify opportunities to improve processes, strengthen governance, enhance service delivery and maximise commercial performance across the contract.