Contract Performance Lead Job City Wales UK,Customer Service/HelpDesk

Location: City

Would you thrive on holding teams accountable and ensuring customer commitments are consistently delivered? Are you passionate about building trusted customer relationships while driving retention and growth opportunities? Join our Contract Performance Team

Our Contract Performance team ensures we deliver on every promise made to our customers.

Working across sales, service delivery, procurement and vendor management, the team protects customer satisfaction, retention and long-term success.

By building trusted customer relationships, they help identify opportunities that support future growth.

Success. The Softcat Way.

At Softcat, we don't just help customers embrace technology, we help our people grow too. Join a team where you'll be empowered to bring ideas, challenge the status quo, and make a genuine impact. We believe that together we achieve more, celebrating success while supporting one another every step of the way.

Drive customer success through exceptional contract delivery and trusted relationships.

As our Contract Performance Lead, you'll play a key role in ensuring we consistently meet our contractual commitments, safeguard customer retention and drive operational excellence. You'll lead a small team focused on customer performance while working closely with internal stakeholders and customers to manage risk, improve delivery outcomes and identify opportunities for growth.

As Contract Performance Lead, you'll be responsible for:

Leading contract governance across customer obligations, SLAs and KPIs.
Driving customer retention through proactive risk identification and recovery planning.
Holding internal stakeholders accountable for contractual commitments and service delivery.
Coaching and developing a high-performing customer performance team.
Identifying growth opportunities through trusted customer relationships and insight.

W e'd love you to have

Experience in contract management, customer success or service delivery.
Strong commercial awareness and ability to interpret contractual commitments.
Experience leading and developing customer-facing teams.
Confidence influencing and challenging stakeholders at all levels.
Excellent communication, relationship-building and analytical skills.

Work in a way that works for you

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

Hybrid working - 3 days in the office and 2 days working from home
Working flexible hours - flexing the times you start and finish during the day
Flexibility around school pick up and drop offs