Position: Contract Operations Manager
Location: Milton Keynes (MK5)
Grade: RCS. L
Shift patterns: Monday-Friday, Day time hours (09:00-17:30)
Contract Type: Permanent (Full-Time)
Are you an experienced operations leader with a passion for delivering exceptional customer service, driving operational excellence, and leading high-performing teams? DHL is looking for a Contract Operations Manager to join our Finished Vehicle Solutions (FVS) business in Milton Keynes.
In this pivotal role, you will take ownership of the day-to-day operation, ensuring the safe, efficient, and cost-effective delivery of services for one of the UK's leading finished vehicle logistics networks. Working closely with customers, stakeholders, and operational teams, you will drive performance, champion continuous improvement, and ensure service excellence across all areas of the contract.
Typical Day May Involve
- Lead and develop a multi-site customer service and operational team, overseeing recruitment, performance management, employee engagement, succession planning and HR processes to drive a high‑performing culture
- Deliver exceptional customer service to Volkswagen Group employees, acting as the senior escalation point for customer complaints, service issues and operational challenges
- Manage the overall VWG service delivery, ensuring compliance with contractual obligations, service levels, operational processes, Safe Systems of Work, quality standards and Health & Safety requirements
- Build and maintain strong customer and stakeholder relationships through regular operational reviews, account meetings, site visits and collaboration with internal departments and external suppliers
- Drive continuous improvement, innovation and operational excellence initiatives, identifying efficiencies, enhancing service offerings and implementing process improvements across the account
- Oversee account performance and commercial management, including financial monitoring, invoice approval, contract compliance, proposal writing, business case development and supplier performance management
- Lead business communications, reporting and governance activities, analysing performance data, sharing insights, coordinating operational meetings and ensuring effective stakeholder engagement
- Manage business continuity, system changes, facilities and operational risk, proactively resolving issues and ensuring seamless delivery of services across Milton Keynes and Crewe operations
This Role Would Suit People Who
- Proven experience in a customer‑facing operational leadership role is essential
- Excellent communication skills – verbal and written
- Stakeholder management skills
- Able to confidently present information to clients and senior stakeholders
- Demonstrable experience in leading and supporting Continuous Improvement (CI), Health & Safety, Business Continuity Management (BCM) and employee engagement initiatives within a fast-paced business environment
- Proactive and forward‑thinking approach, with strong planning, organisational and problem‑solving skills
- Automotive industry experience is highly desirable
- Proficiency in Microsoft Office applications, particularly Excel, Word and Outlook
Why Join Us?
- Free on‑site parking
- 33 days annual leave
- Generous pension scheme with 8% employer contribution and 4% employee contribution
- Free confidential 24/7 GP consultations
- Hundreds of retail and lifestyle discounts
- Affordable loans, savings schemes and free mortgage advice
- Visit https://careers.dhl.com/global/en/working-at-dhl-supply-chain to learn more
Contract Operations Manager in Milton Keynes employer: DHL Supply Chain
DHL Supply Chain in Skelmersdale is an exceptional employer, offering a vibrant work culture that prioritises employee well-being and professional growth. With competitive benefits such as pension contributions, free GP consultations, and various discounts, employees are supported both personally and professionally. The dynamic warehouse environment fosters teamwork and innovation, making it an ideal place for those looking to make a meaningful impact in inventory management.
