Job Title - Service Contracts Manager

Location - Home-Based with travel across North of England Region

Salary - Up to £50,000 + £6000 car allowance

About The Role:

The Service Contracts Manager will oversee the successful execution of assigned service contracts. In this role, they will serve as a key liaison between the client and ensuring a stable and lasting relationship while prioritising client retention. They will also be responsible for ensuring that both parties consistently adhere to the contract’s commercial and operational terms. The role requires strong customer relationship management skills, the ability to analyse and interpret financial and operational data, and effective communication—both written and verbal—while coordinating between the client and colleagues

Principal Accountabilities:

Direct Reports: Senior Service Engineers, Service & Site Based Engineers

• Ensure all service engineers are correctly trained, equipped, managed and developed in line with company values and goals

• Responsible for PDR’s, Engineer & site audits and record keeping in accordance to ISO standards and company procedures

Key Relationships: All customers and employees with ownership of contractor service activity.

Revenue Maximisation & Profitability

• Increase revenue at every opportunity, ensuring renewals include all equipment on site and client’s expectations are met regarding SLA whilst liaising with Sales and others. 

• Generation and completion of small works and maximisation of contract account value at all times, e.g. chargeable calls, contract extensions, etc. to final invoice.

• Retain or improve gross profit margins across all allocated contracts.

Client Retention & Contract Delivery

• Ensure client remains with Ocular upon renewal and does not seek to terminate unless directed otherwise.

• Monitoring of renewal KPI’s and contractual performance during the term.

• Ensure the contract can be always fulfilled in terms of resource capacity and capability in conjunction with the Help Desk and others.

• Selection of appropriate sub-contractors where required, including engagement under the relevant terms and conditions.

Duties & Responsibilities

• Communicate with all parties involved on a regular basis through regular client meetings as required.

• Produce SLA and KPI reports specific to the contracts allocated.

• Production and distribution of bespoke reports for clients as required.

• Develop cost savings where possible in relation to allocated contracts and Ocular resource specifically.

• Assist with the provision of correct invoicing details and cash collection/bad debt issues where applicable.

• Attend regular Service Contract Review meetings to ascertain and confirm commercial performance.

• Ensure compliance with all H&S requirements on all sites/contracts.

• Work together with Service Admin to ensure they are aware of the requirements for Risk Assessments and Method Statements and assist with completion where required.

• Remain aware of electronic security systems and an authority on installed products along with technical advances within the industry.

• Provide point of contact for exceptional issues and as escalation for all contracts both within and outside working hours.

• Ensure that all client specific procedures are adhered to at all times, e.g. invoicing, site instructions and constraints and health and safety.

• Ensure that all company procedures are adhered to on all projects and compliance with NSI procedures in all relevant areas of activity/projects.

Skills & Personal Qualities

• Strong customer service skills.

• Strong written and verbal communication skills.

• Commercial and contractual knowledge and experience.

• Technical security knowledge.

• Comfortable with managing multiple high priority initiatives in a fast-paced environment.

• People focused – able to demonstrate empathy and respect towards others.

• Highly customer focused individual.

• Ability to think strategically.

• Ability to build strong relationships based on trust and openness

• Strong organisational skills

• Able to lead by example

Qualifications & Experience

• Formal technical or commercial qualification, HNC or equivalent.

• Previous experience of technical security industry.

• SC/DV cleared.