Operations and Contract Performance Manager
Operations and Contract Performance Manager
Location: Scala House, Birmingham B1 1EG, UK
Job Type: Permanent
Highlighted points for this job
Location: Birmingham (On-site)
Role: Operations and Contract Performance Manager
Key responsibilities include managing day-to-day operations and financial targets
At least five years' management experience required
Competitive salary and performance-related bonus offered
Operations and Contract Performance Manager (Client Account Manager)
Location: Birmingham (On-site)
Join NSL – Part of Marston Holdings
At NSL, part of Marston Holdings, we're much more than the "parking people". We partner with local authorities and public sector organisations to deliver essential parking, traffic and street management services that keep communities safe, accessible and moving.
Our Birmingham operation delivers a range of services, including Civil Parking Enforcement (CPE), Clean Air Zone camera enforcement, parking suspensions, bus lane enforcement, vehicle removals and event-related operations.
We're looking for an experienced Operations and Contract Performance Manager (Client Account Manager) to lead this large, complex operation, drive performance and build a high-performing team. This is an exciting opportunity to take ownership of a major contract, strengthen client relationships and lead operational improvements through a period of growth and change.
You’ll be a confident, commercially minded leader with a strong track record in operational management, financial performance and people development. Parking or local authority experience would be advantageous, but experience in other complex, service-led environments will also be considered.
The Role
As Client Account Manager, you’ll be the key point of contact for Birmingham City Council, ensuring services meet contractual KPIs, SLAs, compliance requirements and financial targets.
You’ll lead and develop Supervisors and frontline colleagues, oversee day-to-day service delivery and work closely with the Account Director and wider operational teams to improve performance, control costs and deliver service excellence.
Key Responsibilities
- Manage day-to-day operations, ensuring contractual, regulatory, service and financial targets are achieved.
- Manage budgets, operational costs and monthly profit and loss (P&L) reporting, addressing variances and implementing corrective actions.
- Build and maintain effective relationships with Birmingham City Council and key stakeholders.
- Lead, motivate and develop Supervisors and frontline teams, driving engagement and performance.
- Oversee recruitment, absence management, employee relations and staff development.
- Monitor KPIs and operational performance, identifying and delivering continuous improvements.
- Prepare performance reports, attend client meetings and provide updates to senior stakeholders.
- Work collaboratively with internal teams to improve efficiency, service quality and customer satisfaction.
About You
You’ll bring:
- At least five years' management experience, leading teams in a large or complex operational environment.
- Strong commercial awareness, including experience managing budgets, forecasting, cost control and P&L performance.
- Proven experience managing client relationships and delivering contractual KPIs and SLAs.
- Experience leading managers, Supervisors and frontline colleagues, with the focus on performance and development.
- A track record of improving operational performance, implementing change or turning around an underperforming service.
- Strong decision-making, problem-solving and organisational skills, with the confidence to manage challenging situations professionally.
- Excellent communication and stakeholder management skills, including the ability to engage senior decision-makers.
- Good IT skills, including Microsoft Office, and the ability to manage competing priorities in a fast-paced environment.
- Experience in parking, enforcement, transport, facilities management, outsourced services or local government would be beneficial but is not essential.
- A full UK driving licence and access to your own vehicle.
What We Offer
- Performance-related bonus.
- 25 days' annual leave plus bank holidays.
- Enhanced maternity and paternity package, subject to eligibility.
- Employee discounts across retail, travel, leisure and wellbeing.
- Career development opportunities within a growing national business.
Additional Information
This role is subject to satisfactory pre-employment screening, including a Disclosure and Barring Service (DBS) check where applicable.
NSL and Marston Holdings are proud to be equal opportunities employers. We are committed to creating an inclusive workplace where everyone is treated fairly and with respect, regardless of background or any other protected characteristic.
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