Strategic Contract Manager

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.

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.

• 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.

• 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.

• 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.