Services Manager

Contract Services Manager (1944) – Blue Light / Emergency Services / Radio Communications

Job location – Flexible Work Location;
Travel to a Telent office as and when required

Job type – Full time, Permanent

Telent are looking for a Contracts Services Manager to join the Network Services team. This is an excellent opportunity to bring your IT / Networks Service Delivery Management experience into a challenging and rewarding role, working on a range of mission‑critical contracts. This is a Flexible Work Location role, with home working as standard and travel to our Warwick, Farnborough or Chorley (Lancashire) offices for meetings as required.

As a Contract Services Manager at Telent, you will be trusted and empowered to deliver complex and critical services. You’ll have the freedom to innovate, take ownership and make smart, agile decisions. We need the best people to help us achieve our ambitions and continue to build and protect the nation’s critical infrastructure.

The Contract Services Manager (CSM) has overall accountability for assigned contracts, ensuring delivery on time and within budget through effective engagement with internal and external stakeholders. You will build and maintain strong customer relationships, developing an in-depth understanding of customer IT and Network environments and their current and future challenges, while ensuring high levels of customer satisfaction.

The CSM will work closely with Sales and Bid Managers, drawing on industry experience and product knowledge to maximise opportunities for additional revenue through new work streams and contract tenders.

You will have strong financial, commercial and business acumen, with the ability to clearly articulate contract performance, risks and deliverables at senior and board‑level reviews when required.

• Ensure the successful delivery of assigned IT‑related contracts
• Full accountability for contract finances to ensure delivery within budget, including:
  • Identifying and delivering additional revenue opportunities through contract variations or new orders, working with Sales and other colleagues
  • Completing invoicing and ensuring all charges are accurately captured
  • Maintaining accurate contract budgets and forecasts
  • Producing monthly financial reports and presenting them at board level
  • Developing a detailed understanding of contract costs, regularly reviewing expenditure to identify trends and efficiencies
• Accountable for contract performance, ensuring all contractual SLAs and KPIs are met, working closely with Service Delivery Managers to identify root causes and corrective actions in line with continual service improvement
• Ensure compliance with all QEHS and Security policies across assigned contracts
• Manage commercial risks and liabilities in conjunction with commercial and legal teams
• Support the Bid Management team on new bids as required
• Act as a 24/7 escalation point for major incidents and commercial issues, ensuring resolution through to conclusion
• Oversee continual service improvement initiatives, delivering services in the most cost‑effective way alongside Service Improvement Managers and stakeholders
• Oversee contract changes and new mobilisations, ensuring agreed scope changes are captured via CCNs
• Analyse complex data to identify trends, efficiencies and best working practices to drive process improvement
• Produce and maintain business documentation in line with document control standards
• Attend and present at internal and external stakeholder reviews, including:
  • Financial reports
  • SLA and performance reports
  • Problem management reports
  • Contract risk registers
  • Actions register

You will have a background in managing IT / Network contracts and…