Description
Job Type: Permanent
Hours of Work: Full-time
Location: Hybrid/remote with access to our office locations in Abingdon, Portchester and Wootton Bassett
Department: Managed Services/Delivery
Reporting to: Head of Service Governance
About Conscia
Conscia is a leading provider of cybersecurity, networking, hybrid cloud, and observability solutions for mission-critical IT infrastructure in large European organisations. Conscia’s experts design, implement, and run innovative, customised IT solutions across cybersecurity, networking, hybrid cloud, and observability, supporting our customers throughout their technology lifecycles. Founded in 2003, Conscia is owned by private equity investor Nordic Capital. With around 1,500 employees, Conscia serves large organisations in finance, healthcare, manufacturing, utilities, retail, and the public sector from offices in Belgium, Denmark, Finland, Germany, Ireland, Norway, Slovenia, Sweden, the Netherlands, and the UK.
People and Culture
We believe our company culture is part of what makes us special: it’s part of what people love about working here. We’re dedicated to nurturing this positive and inclusive culture, so that people are empowered to bring their whole selves to work each day. Our goal is to foster an environment where people feel valued, heard, and supported, and where they can thrive and succeed. This is reflected in our company values: Inspire Trust, Commit to Collaborate, Deliver on Promise, Learn for Life and Embrace Sustainable Change.
The Service Contract Manager is responsible for the administration, commercial governance, and lifecycle management of Conscia's managed service contracts. The role ensures that every managed service agreement is accurately documented, commercially protected, and governed throughout its full lifecycle — from signature and onboarding through to renewal or exit.
Working within the Service Governance function and reporting to the Head of Service Governance, the Service Contract Manager is the internal authority on contractual terms, obligations, and entitlements across the managed service portfolio. The role works in close partnership with the Lifecycle Services Manager, Finance, Sales, and Service Operations to ensure that commercial reality is always aligned to contractual commitments, and that clients experience a consistent and professionally governed service relationship.
Whilst this is primarily an internally focused role, the Service Contract Manager will have a degree of client-facing responsibility — attending contract review meetings, supporting renewal conversations, and acting as a credible and commercially assured point of contact for contractual queries.
Job Type: Permanent
Hours of Work: Full-time
Location: Hybrid/remote with access to our office locations in Abingdon, Portchester and Wootton Bassett
Department: Managed Services/Delivery
Reporting to: Head of Service Governance
About Conscia
Conscia is a leading provider of cybersecurity, networking, hybrid cloud, and observability solutions for mission-critical IT infrastructure in large European organisations. Conscia’s experts design, implement, and run innovative, customised IT solutions across cybersecurity, networking, hybrid cloud, and observability, supporting our customers throughout their technology lifecycles. Founded in 2003, Conscia is owned by private equity investor Nordic Capital. With around 1,500 employees, Conscia serves large organisations in finance, healthcare, manufacturing, utilities, retail, and the public sector from offices in Belgium, Denmark, Finland, Germany, Ireland, Norway, Slovenia, Sweden, the Netherlands, and the UK.
People and Culture
We believe our company culture is part of what makes us special: it’s part of what people love about working here. We’re dedicated to nurturing this positive and inclusive culture, so that people are empowered to bring their whole selves to work each day. Our goal is to foster an environment where people feel valued, heard, and supported, and where they can thrive and succeed. This is reflected in our company values: Inspire Trust, Commit to Collaborate, Deliver on Promise, Learn for Life and Embrace Sustainable Change.
The Service Contract Manager is responsible for the administration, commercial governance, and lifecycle management of Conscia's managed service contracts. The role ensures that every managed service agreement is accurately documented, commercially protected, and governed throughout its full lifecycle — from signature and onboarding through to renewal or exit.
Working within the Service Governance function and reporting to the Head of Service Governance, the Service Contract Manager is the internal authority on contractual terms, obligations, and entitlements across the managed service portfolio. The role works in close partnership with the Lifecycle Services Manager, Finance, Sales, and Service Operations to ensure that commercial reality is always aligned to contractual commitments, and that clients experience a consistent and professionally governed service relationship.
Whilst this is primarily an internally focused role, the Service Contract Manager will have a degree of client-facing responsibility — attending contract review meetings, supporting renewal conversations, and acting as a credible and commercially assured point of contact for contractual queries.
Requirements
Required skills, experience and effective behaviours
Essential
Required skills, experience and effective behaviours
Essential
- Demonstrable experience in a contract management, commercial management, or similar role within an IT services or managed services environment.
- Proven ability to manage a portfolio of contracts, maintaining accurate records and ensuring all obligations are tracked and met.
- Experience managing contract renewals, change control processes, and — ideally — structured contract exits.
- Solid understanding of SLA and KPI frameworks and how they translate into contractual obligations and commercial consequences.
- Experience working with Finance teams on billing accuracy, cost tracking, and commercial reporting.
- Highly organised and detail-oriented, with the ability to manage a complex contract portfolio without allowing anything to fall through the gaps.
- Commercially literate, with a clear understanding of margin, cost-to-serve, and the financial mechanics of managed service contracts.
- Confident and credible in client-facing situations, able to represent Conscia's contractual position clearly and professionally.
- Strong written and verbal communication skills, with genuine legal literacy — the ability to read, interpret, and apply contract terms including SLA definitions, limitation of liability provisions, exclusion clauses, and service credit schedules, and to produce clear, professionally constructed written correspondence to support contract disputes and commercial negotiations.
- Proactive and self-managing, with the ability to work independently and prioritise effectively across a varied workload.
- Collaborative and relationship-focused, able to build trust with internal stakeholders and clients alike.
- Experience working within an ITIL-aligned service organisation, with an understanding of how service management processes underpin contractual delivery.
- Familiarity with IT managed services contract structures and commercial models.
- Exposure to contract management tooling or CRM platforms used to administer service agreements.
- Experience working within a Cisco partner or technology reseller environment.
- A relevant qualification in contract management, commercial management, or a related discipline (e.g. IACCM/WCCA, CIPS, or equivalent).
- A legal background or qualification — such as an LLB, GDL, Legal Practice Course, or equivalent commercial legal experience — would be a strong differentiator, particularly given the importance of applying contractual protections accurately in disputes and service credit challenges.
- Contract register maintained accurately and in full, with no missed renewal dates, notice periods, or contractual milestones.
- All contract changes documented and approved through the formal change control process, with a clear and auditable change history in place.
- Billing accuracy maintained across the portfolio, with discrepancies identified and resolved promptly.
- Renewals initiated and concluded in a timely manner, with commercial outcomes that protect margin and client retention.
- Positive feedback from internal stakeholders on the clarity, accuracy, and usefulness of contract guidance and commercial reporting.
- Client-facing interactions handled professionally, with clear and confident representation of Conscia's contractual position.
- Exclusion clauses and liability provisions documented and actively applied in disputes, with no contractual protections overlooked.
- Service credit calculations accurate and applied promptly; any unwarranted client deductions challenged in writing with clear contractual justification.
