Senior Contract Manager

PSS Group; Manchester; On-site; GBP 50,000 - 70,000; Full time

Job summary

PSS Group is seeking an experienced Cleaning Services Operations Manager in the United Kingdom to oversee day-to-day delivery across multiple client sites and ensure consistently high standards of service.

You will lead, train, and support cleaning teams, conduct site inspections, and maintain schedules to meet service requirements while monitoring KPIs and health & safety compliance. This role focuses on client satisfaction and operational profitability.

Responsibilities

• Manage the day-to-day delivery of cleaning services across multiple client sites, ensuring consistently high standards of service delivery.
• Lead, train, motivate, and support cleaning teams to achieve operational excellence and client satisfaction.
• Conduct routine site inspections, quality audits, and compliance checks to ensure contractual obligations are met.
• Develop and maintain cleaning schedules, staffing rotas, and workforce plans to meet service requirements efficiently.
• Monitor payroll budgets and labour spend across contracts, identifying variances and implementing corrective actions to maintain profitability.
• Produce and analyse regular performance, payroll, attendance, and financial reports to support operational and commercial decision-making.
• Act as the primary client contact, building strong relationships and ensuring high levels of customer satisfaction and retention.
• Monitor performance against KPIs, service level agreements, and contractual obligations, implementing improvement plans where required.
• Ensure health & safety compliance and maintain accurate audit and compliance records.

Job description

• Manage the day-to-day delivery of cleaning services across multiple client sites, ensuring consistently high standards of service delivery.
• Lead, train, motivate, and support cleaning teams to achieve operational excellence and client satisfaction.
• Conduct routine site inspections, quality audits, and compliance checks to ensure contractual obligations are met.
• Develop and maintain cleaning schedules, staffing rotas, and workforce plans to meet service requirements efficiently.
• Manage time and attendance systems, monitoring employee attendance, absence, overtime, and labour utilisation to ensure effective deployment of resources.
• Review and approve T&A, ensuring payroll information is accurate, submitted on time, and aligned with company procedures.
• Monitor payroll budgets and labour spend across contracts, identifying variances and implementing corrective actions to maintain profitability.
• Manage contract budgets, cost control, and resource allocation to achieve financial targets while maintaining service quality.
• Produce and analyse regular performance, payroll, attendance, and financial reports to support operational and commercial decision-making.
• Act as the primary client contact, building strong relationships and ensuring high levels of customer satisfaction and retention.
• Monitor performance against KPIs, service level agreements, and contractual obligations, implementing improvement plans where required.
• Ensure full compliance with health & safety legislation, company policies, and industry best practice.
• Maintain accurate operational records, audit documentation, and compliance reports.
• Control stock levels of cleaning materials, consumables, and equipment, ensuring cost-effective purchasing and inventory management.
• Oversee recruitment, onboarding, training, development, and performance management of cleaning staff.
• Identify and implement opportunities to improve service delivery, productivity, and operational efficiency.
• Coordinate specialist cleaning activities and manage subcontractors where required.
• Respond promptly and effectively to urgent cleaning requests, incidents, and operational issues.
• Ensure all staff are trained and competent in the safe use of chemicals, cleaning equipment, machinery, and PPE.

Business Development & Commercial Responsibilities

• Drive organic growth by identifying opportunities to expand cleaning services within existing contracts and client portfolios.
• Develop and maintain strong relationships with clients, managing agents, and stakeholders to identify new business opportunities.
• Promote the full range of PSS Cleaning Services, including specialist cleaning, periodic works, and additional value-added services.
• Conduct regular contract review meetings, presenting service enhancements and proposals for additional works.
• Prepare quotations, costings, and service proposals for ad-hoc, project, and additional service opportunities.
• Support tender submissions, presentations, and contract renewal processes to secure new and retained business.
• Work closely with senior leadership to convert sales opportunities and achieve revenue and profit growth targets.
• Identify cross-selling and upselling opportunities that enhance client service while increasing contract value.
• Monitor market trends, competitor activity, and client feedback to identify opportunities for service innovation and expansion.
• Contribute to client retention strategies by delivering exceptional service and maintaining strong commercial relationships.

Support the achievement of regional business objectives through proactive networking and business development activities

Operations in: Liverpool-Manchester-Leeds Corridor

TBC

Hours

TBC

Online GP Service (Full time Employees); Employee Assistance Program; Volunteering Day(s); Recognition Awards.