Job Description

Job Location: GLOUCESTER, Gloucestershire GL2 4LYThe Contract Manager is responsible for the successful delivery of contracted services to LoweConex service customers. Acting as a key point of contact for multiple customer contracts, the role ensures contractual, KPI and SLA obligations are met while driving service excellence, operational efficiency, and continuous improvement. The role works closely with the wider Contract Management Team, Customer Success Managers, technical teams, and bureau operatives to deliver high-quality, compliant, and innovative services.
Key Responsibilities
Contract & Customer Management
- Act as the primary point of contact for multiple customer contracts, building and maintaining strong relationships with key customer stakeholders.
- Work closely with the Contract Management Team to deliver all contracted services in line with agreed scope, KPIs and SLAs.
- Proactively identify service risks and develop mitigation plans to ensure contractual performance is maintained.
- Provide insights, performance data, and intelligence to Customer Success Managers (CSMs), including identification of potential future workstreams and growth opportunities within assigned contracts.
Service Delivery & Performance
- Ensure all contractual KPIs and SLAs are achieved, creating and implementing plans and strategies to address any performance gaps.
- Manage escalation coverage, ensuring timely and effective resolution of service issues.
- Ensure all operational activity is accurately tracked, recorded, and auditable within the CRM system.
Team & Operational Management
- Manage and support the Bureau Operative Team, alongside the Contract Management Team, to deliver alarm handling, call management, and work order (WO) management services as required.
- Ensure ticket management and parameter compliance are delivered in line with customer-specific policies and procedures.
- Support team rota management and forward planning to always ensure appropriate service coverage, including weekends and escalations.
Collaboration & Continuous Improvement
- Collaborate with cross-functional teams including Technical Solutions, System Development, Engineers, and Third-Party Contractors to ensure seamless service delivery.
- Utilise, maintain, and enhance internal and external systems to support operational efficiency and service quality.
- Drive automation, innovation, and process improvements to enhance service performance and scalability.
Governance, Compliance & Documentation
- Ensure Standard Operating Procedures (SOPs) and process documentation are maintained, kept up to date, and audited on a six-monthly basis.
- Operate in line with ISO 27001 standards, ensuring information security best practices are embedded within daily operations.
- Ensure all services and processes remain compliant with internal policies and customer contractual requirements.

QualificationsEssential
- Strong experience within facilities management, building services, or remote monitoring environments.
- Knowledge of HVAC, Refrigeration, Lighting, BMS and building control systems.
- Experience using remote monitoring tools and CAFM systems.
- High level of proficiency in Microsoft applications (Excel, Word, Outlook, Teams).
- Proven ability to manage multiple contracts, stakeholders, and priorities simultaneously.
- Strong communication, organisational, and problem-solving skills.
Desirable
- Knowledge or experience of RDM, Trend and Niagara control systems.
- Experience working within a bureau or alarm monitoring environment.
- Exposure to KPI/SLA-driven service delivery models.