Operations Contract Manager

About the Role The Contract Manager is responsible for the end-to-end delivery of facilities management services across our clients estate. This role ensures that all contracted maintenance, compliance standards, and service level agreements (SLAs) are met or exceeded. The successful candidate will act as the primary point of contact for subcontractors, manage complex project work, and maintain high operational standards through rigorous monitoring and site visits. Ensure all planned preventative maintenance (PPM) and reactive maintenance tasks are completed on a monthly basis. Work closely with the FM management team and Administrators to appropriately schedule engineering teams, ensuring all works are allocated based on skill, availability, and priority. Regularly visit sites to audit the quality of work performed by both internal engineers and subcontractors, reporting deficiencies to the FM Operations Manager. Act as the primary liaison for subcontractors, managing the full process from induction and RAMS (Risk Assessment and Method Statements) approval to final performance review. Negotiate value-for-money services, review subcontractor invoices for accurate cost provision, and maintain the subcontractor register. Balance urgent reactive repairs with pre-scheduled Planned Preventative Maintenance (PPM) to ensure 100% monthly completion. Scope, quote, and manage minor project works, ensuring they are delivered on time, to a high standard, and with all necessary documentation, including the production of O&M manuals. Oversee the CAFM system to ensure all raised jobs (PPM and reactive) are issued appropriately and are on track for completion within SLAs. Ensure strict adherence to health and safety guidelines, information security policies, and anti-discrimination legislation. Assist the FM Manager with the provision of monthly "flash figures," maintenance of department margins, and upcoming pipeline information. Conduct regular site visits to audit the quality of work and ensure facilities meet safety and operational standards. Manage the delivery of "Soft" and "Hard" FM services, ensuring building systems are fully operational. Act as the primary liaison for subcontractors, overseeing their induction, performance, and adherence to health and safety protocols. Verify subcontractor invoices against completed work and agreed-upon rates. Maintain comprehensive compliance records, ensuring all statutory inspections are completed and documented. Email Management: Monitor and manage dedicated service mailboxes, ensuring all inquiries are triaged and resolved within the agreed SLA. Participate in a formal on-call rotation (one week in every four). Provide emergency response and decision-making support outside of standard business hours to address critical site failures or safety issues. Lead regular meetings with the administration team and FM Operations Manager to provide status updates and ensure all stakeholders are fully up to date with active projects and ongoing works Customer Focus: Dedicated to meeting the expectations of both internal teams and tenants; creates a culture of partnership rather than just a client-contractor relationship. Solution-Based Advice: Proactively identifies issues during site visits and provides practical, cost-effective solutions rather than just reporting problems. Negotiation & Influence: Able to negotiate effectively with subcontractors to ensure value for money and high service standards. Planning & Organizing: Excellent at balancing conflicting priorities (e.g., urgent reactive repairs vs. pre-scheduled PPM) and ensuring resources are fully deployed. Accountability: Takes full ownership of project timelines, compliance accuracy, and the quality of work delivered on-site. Experience: Minimum 3–5 years in Facilities Management or Contract Management, preferably within a multi-site hospitality or retail environment. Holiday: 27 days annual leave allowance plus bank holidays. Vehicle & Travel: Company vehicle provided including insurance and a fuel allowance. Health & Wellbeing: Access to a contributory healthcare scheme. Pension: Contributory pension scheme. Perks: Access to "Perks at Work" online discount platform and retail rewards. Equipment: Company uniform and all necessary PPE provided.