FM Contract Manager

Contract Delivery Manager

Location: Reading - RG1 (Site based)

Core Hours: Monday - Friday 8:00am - 17:00pm

The Role

The Contract Delivery Manager is a key role providing strategic and tactical operational leadership and direction on our retail contract in Reading

The role will also be expected to support on strategic level initiatives to deliver ongoing continuous improvement and innovation measures within the contract and our supply chain.

You will be client and results focused, understand the key inputs for your contract and ensure commitments are delivered with the right quality and in a timely fashion and without compromise

Main Duties & Responsibilities

• Appropriate contract level oversight of the activities of business or technical support or operations.


• Working with delivery teams and dedicated engineering resource to resolve operational issues quickly ensuring that client SLA/KPI’s are achieved.


• Demonstrate client obsession and work vigorously to earn and keep client trust.


• Full understanding of Contract SLA and KPI and delivers these whilst ensuring best practice.


• Sets contract level priorities for the delivery teams to ensure task completion; coordinates work activities with others.


• Builds Partnerships with Client and Colleagues through open transparent and timely communication.


• Operates as a customer care professional building exemplar client relationships and puts the client and the centre of decisions making.


• Ensure a professional image of Integral is presented to clients and visitors, and ensure excellence in customer service is delivered and promoted at all times.


• Manage relevant financial metrics / targets including invoicing WIP and debt management.


• Identify areas to improve financial and operational performance within the contracted services and supply chain – lead these change initiatives.


• Manage supply chain partners operating across the contract to ensure delivery levels are maintained and improvement initiatives are identified and implemented.


• Innovative management to meet changing business or operational circumstances.


• Manage action plans to implement any improvement initiatives.


• Have relentlessly high standards continually raising the bar and driving teams to deliver ensuring issues do not get sent down the line and that problems are fixed at source, so they stay fixed.


• Make decisions guided by policies, procedures and business plan.


• Understand Integral processes and business model.


• Use judgment to identify and resolve day-to-day technical and operational problems.


• Assist others in solving professional or technical problems

Skills & Experience

• Industry relevant qualifications - Mechanical/Electrical/Building Fabric (Desirable)


• Prior experience of retail sector contract delivery preferable


• Previous experience of developing operational plans for commercial contracts.


• High level of administration and organisational skills


• Computer literate Word, Excel, Outlook, Concept/Vixen

• Able to build positive relationships with Client in order to speedily resolve day to day operational problems and identify opportunities for increasing the level of profitable business arising from these relationships.


• Communicate using appropriate styles, methods and timings.


• Role Model enthusiasm and energy about their work and encourages others to do the same.


• Demonstrate resourcefulness when acquiring additional professional expertise.


• Use tact and diplomacy to exchange information and handle sensitive issues.


• Project a professional demeanour with colleagues, clients and their customers.


• Able to clearly communicate work tasks and win the commitment of others to achieving high levels of operational performance


• Able to understand the key financial, labour and material variables within budgets in order to maximise the return for the business.


• Excellent interpersonal, written and verbal communication skills


• Self-motivated and capable of working within a team environment


• Able to maintain an objective and positive focus through periods of high and sustained work pressure