Contract Manager
TSA Surveying Ltd
Location: Central London
Salary: 65k-70k + Car Allowance
Working Pattern: Hybrid
We are working with a leading facilities management company seeking a highly capable Contract Manager to lead the delivery of a high-profile TFM London Schools contract, ensuring the provision of a first-class facilities management service.
Job Overview
This role will act as the primary contract representative to the customer, taking full responsibility for service delivery across both hard and soft FM services. The successful candidate will ensure consistently high standards of operational performance, compliance, and customer satisfaction across the contract.
Reporting into the Key Account Director, the Contract Manager will be accountable for operational delivery, team leadership, financial performance, and continuous improvement initiatives. The role requires a strong relationship-builder who can engage effectively with key stakeholders while driving service excellence and contract performance.
The contract has a significant soft services element, with cleaning representing the largest service line. As such, candidates must demonstrate experience managing cleaning operations alongside a solid understanding of technical FM delivery, including planned preventative maintenance (PPMs) and engineering compliance.
Key Responsibilities
- Ensure the efficient and effective management of integrated facilities operations across four sites, including planned and reactive maintenance of buildings, engineering systems, and assets.
- Lead the delivery of cleaning and other soft FM services in line with agreed standards and service level agreements.
- Act as the primary point of contact for the customer, building strong and lasting stakeholder relationships.
- Oversee the performance of onsite operational teams, including Cleaning Managers and Operations Managers.
- Ensure full compliance with health and safety legislation and promote a positive safety culture across the contract.
- Monitor the delivery of PPMs, statutory compliance activities, and technical service standards.
- Maintain accurate operational records, reporting, and documentation relating to maintenance activities and safe systems of work.
- Manage contract budgets, financial targets, and service level agreements in a commercially responsible manner.
- Drive continuous improvement initiatives to enhance service delivery, customer satisfaction, and contract performance.
- Manage customer queries, escalations, and complaints, ensuring timely and effective resolution.
Person Specification
- Proven experience in a Contract Manager, Key Account Manager, or similar facilities management leadership role.
- Strong experience delivering services within a TFM environment.
- Demonstrable experience managing large-scale cleaning operations and wider soft FM services.
- Good technical understanding of engineering services, asset management, PPMs, and statutory compliance.
- Strong leadership and organisational skills, with the ability to manage multi-site operations and drive high performance.
- Excellent stakeholder management and communication skills.
- Commercially aware, with experience managing budgets, KPIs, and contractual performance.
- Strong knowledge of relevant health and safety legislation, regulations, and industry standards.
- Service-focused approach with a commitment to delivering exceptional customer outcomes.
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