Strategic Contract Manager

OCS Group; United Kingdom; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

OCS Group is seeking a Strategic Contract Manager to oversee the Royal Shakespeare Company contract across multiple locations. You will lead client relationships, ensure contractual performance and governance, and identify opportunities to enhance value and customer satisfaction.

You will partner with senior client stakeholders, drive service delivery improvements, and provide leadership without day‑to‑day operations management. Monday to Friday 08:30–17:00 on-site.

Qualifications

• Degree or CIPD equivalent.
• Senior stakeholder and client relationship management experience.
• Experience leading FM, security or integrated service contracts.

Responsibilities

• Own and manage the Royal Shakespeare Company contract across multiple locations.
• Provide strategic leadership and governance for the account.
• Oversee contract performance, KPIs, and commercial outcomes.
• Develop trusted client relationships and act as strategic advisor on service delivery.

Skills

Stakeholder management

Leadership

Contract governance

FM/service delivery knowledge

Data-driven decision making

Education

Degree or CIPD equivalent

Tools

Microsoft 365

Job description

About The Role:

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.

About The Company:

Shift Pattern:Monday to Friday 08:30 - 17:00

The Strategic Contract Manager is accountable for the overall success, performance and growth of the Royal Shakespeare Company contract across multiple locations.

Acting as the senior OCS representative, the role holder will own the client relationship, contractual performance, commercial outcomes, governance, compliance oversight and strategic development of the account. Through effective leadership of operational management teams, they will ensure that services are delivered safely, efficiently and in accordance with contractual obligations while identifying opportunities to enhance value, innovation and customer satisfaction.

The Strategic Contract Manager will work in partnership with senior client stakeholders, developing trusted relationships and acting as a strategic advisor on service delivery, operational improvement and future requirements. The role will provide leadership, direction and governance rather than direct day-to-day operational management.

Key Responsibilities

• Contract Leadership & Customer Relationship Management
• Own and manage the Royal Shakespeare Company contract, ensuring delivery against all contractual obligations, KPIs and service level agreements.
• Develop and maintain strong strategic relationships with key client stakeholders across all contract locations.
• Act as the primary senior escalation point for the client.
• Lead regular contract review meetings, performance reviews and business planning sessions.
• Drive a culture of customer excellence and continuous improvement throughout the contract.
• Identify opportunities to enhance services, improve efficiency and deliver additional value to the client.
• Support contract retention, growth opportunities and contract renewals.
• Ensure customer feedback is actively reviewed and improvement plans are implemented where required.

Contract Performance & Governance

• Provide strategic oversight of all service delivery streams, ensuring operational teams consistently meet contractual requirements.
• Monitor and review contract KPIs, service performance measures and operational effectiveness.
• Ensure robust governance processes are maintained across the account.
• Lead the production and presentation of monthly, quarterly and annual performance reports.
• Oversee risk management activities and ensure mitigation plans are implemented where required.
• Drive continuous improvement initiatives and best practice adoption across the contract.
• Lead business continuity and resilience planning activities.

Commercial & Financial Management

• Hold accountability for contract profitability, financial performance and budget management.
• Review financial performance against budget and identify opportunities for cost optimisation and service efficiencies.
• Lead financial forecasting, budget planning and variance management activities.
• Ensure appropriate commercial governance is maintained for all additional works and contract variations.
• Support the development of business cases for service enhancements and investment opportunities.
• Monitor subcontractor performance and commercial compliance where applicable.
• Work closely with Finance teams to ensure accurate billing, forecasting and revenue management.

Leadership & People Management

• Provide leadership and direction to operational management teams responsible for day-to-day service delivery.
• Develop a high-performing management structure that supports operational excellence and customer satisfaction.
• Coach and mentor operational leaders, promoting accountability and professional development.
• Ensure succession planning, talent development and workforce capability plans are in place.
• Support strategic workforce planning and resource optimisation.
• Foster a positive culture aligned to OCS values and behaviours.

Health, Safety, Quality & Compliance

• Maintain executive oversight of compliance across all service lines.
• Ensure the contract operates in accordance with OCS policies, statutory requirements and client standards.
• Review compliance performance, audit outcomes and risk assessments.
• Sponsor improvement initiatives arising from audits, compliance reviews and incident investigations.
• Ensure robust incident management and reporting processes are maintained.
• Promote a positive safety culture across the contract.

Innovation & Continuous Improvement

• Drive innovation initiatives that enhance customer experience, operational efficiency and contract performance.
• Identify emerging technologies, service improvements and industry best practices relevant to the client environment.
• Lead strategic projects and transformation initiatives across the account.
• Promote data-driven decision making through performance analysis and reporting.

Qualifications & Experience Requirements

• Degree qualified or CIPD equivalent
• SIA DS and/or CCTV Licence desirable
• IOSH Managing Safely, NEBOSH or equivalent.
• Significant experience leading FM, security or integrated service contracts.
• Senior stakeholder and customer relationship management expertise.
• Proven experience in contract governance and performance management.
• Higher education: English and Mathematics qualifications
• Excellent IT qualifications – including Microsoft 365 (Excel, PowerPoint, Word) and statistical systems.

Clearances Required

• Standard DBS

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.