Repairs Operations Contract Manager

Contract Manager (Repairs – Operational Environment)

Location: Houghton Regis (Office Based) – This is not site based

Hours: Monday–Friday 8:00–17:00 + 1 in 4 Saturdays

We are looking to appoint a high-performing experienced Operations Contract Manager to take full ownership of a reactive repairs contract.

This is a fully office-based role with accountability for operational delivery, commercial performance, and client relationships, leading office teams and managing a dispersed frontline workforce.

What Success Looks Like

Success in this role is delivering a high-performing, well-controlled contract where KPIs, customer satisfaction, and margin are consistently achieved — supported by a structured, accountable team and strong client confidence in delivery.

The Role

You will act as the owner of the contract, responsible for ensuring service delivery is consistently achieved in line with KPI, SLA, and commercial targets, while maintaining compliance and driving continuous improvement.

Key Responsibilities

• Take full ownership of contract performance, ensuring KPIs, SLAs, and client expectations are met and exceeded
• Lead and manage office-based scheduling teams (planners/controllers), driving structure, discipline, and accountability
• Manage and drive performance of a dispersed workforce, including operatives, supervisors, and subcontractors
• Ensure effective resource planning and capacity management to meet demand in a fast-paced environment
• Take ownership of P&L performance, including cost control, forecasting, and margin delivery
• Manage works in line with Schedule of Rates (SOR) and commercial frameworks
• Ensure full compliance with health & safety, statutory obligations, and internal governance
• Act as the primary escalation point for operational issues, including complaints, disrepair cases, and service failures
• Build and maintain strong client relationships, acting as the main point of contact
• Monitor and analyse performance data, identifying risks and driving corrective action
• Drive a culture of continuous improvement, challenging underperformance and embedding change
• Ensure effective coordination between office teams, supply chain partners, and field operatives
• Provide clear and accurate operational and financial reporting to senior leadership

About You

• Proven experience in a fast-paced, time-critical operational environment (essential)
• Experience managing a dispersed frontline workforce (essential)
• Experience managing a commercial contract with full P&L responsibility (essential)
• Strong understanding of KPI-driven service delivery environments
• Commercially aware, with the ability to manage cost, performance, and margin
• Experience leading planners/schedulers and coordinating field-based teams
• Knowledge of health & safety and compliance within an operational setting
• Confident managing client relationships and handling escalations
• Organised, resilient, and solutions-focused under pressure

Desirable:

• Social housing / reactive repairs / maintenance experience
• Experience operating within SOR-based contracts

About Gilmartins

Gilmartins is a family-owned business where people are valued and performance is recognised.

We promote from within and give our managers real ownership of their contracts — this is not a heavily layered corporate environment. You will have the autonomy to make decisions, improve performance, and shape your team.

We operate within social housing, delivering reactive repairs to housing associations and local authorities, and pride ourselves on being operationally focused, responsive, and accountable.

Our head office is based at Houghton Hall Park, Houghton Regis — a modern, well-equipped working environment supporting a high-performing team culture.

What We Offer

• Clear progression opportunities within a growing business
• Salary and bonus structure appropriate to experience
• 28 days annual leave (including bank holidays)
• Employee Assistance Programme
• Weekly group personal training sessions
• Christmas hamper