Senior Contract Manager in Cardiff

Location: Cardiff University

Working Hours: 40 hours per week – Monday to Friday, 8am to 5pm

Position Summary: The Senior Contract Manager (SCM) is the 'Manager of the Contract' and covers all associated areas, ensuring first‑class service delivery to clients while controlling costs and maintaining contract profitability. The SCM will manage large multi‑disciplined maintenance services, lead team management, provide guidance, motivate staff, and ensure service delivery fully aligns with customer requirements. The SCM must be technically qualified, experienced in managing large multi‑disciplined maintenance services, and possess proficient communication and organisational skills.

Responsibilities:

• Ensure contractors and service partners are performing to the required standards of service and customer care in line with HFL's and Cardiff University values, culture and expectations.
• Ensure the strict application of governance and value for money processes for all works completed.
• Lead, mentor, and motivate a multi‑disciplinary team, providing clear direction and guidance to staff at all levels to ensure high performance.
• Ensure the Engineering teams comply with all statutory, client and company policies and procedures relevant to the contract deliverables including all QSHE processes.
• Build the client relationship and be a point of escalation for any service performance issues or customer complaints.
• Make operational systems judgments and decisions based on good engineering practice and essential service requirements, to ensure continuity of service.
• Liaise with the site‑based maintenance staff, sub‑contractors and other operational departments to ensure good communications.
• Take the lead and ensure that there is a full and sufficient handover from the Commercial Team to Operations covering all aspects.
• Cultivate a positive, productive, and collaborative working environment that promotes staff development, engagement and retention.
• Full P&L accountability for all maintained university properties.
• Attend any identified training required to maintain safe working practices and environment.
• Promote and follow up on new business opportunities in line with the company growth plan.
• Expected at their own expense to complete all specific manufacturer‑approved training as necessary to effectively manage and competently maintain fabric, systems, assets and services incumbent to and dependent upon the services being maintained.
• Generate income through organic account growth to achieve or exceed agreed financial performance targets.
• Build and develop collaborative relationships with colleagues, key customers, contractors and stakeholders.
• Ensure best practice processes are in place and effectively followed by teams for all planned, reactive and minor works activities.
• Develop performance measurements and monthly reports through the CAFM system.
• Day‑to‑day management of the Engineering Team including daily operational and maintenance duties and responsibilities.
• Ensure shift patterns are adhered to and communicated to the onsite team.
• Play an integral part in the contract renewal process to identify issues, replace poor‑performing subcontractors.
• Identify any undersold contracts and address them with the Commercial team / Senior Management to agree a solution.
• Develop and maintain strong relationships with key client stakeholders to ensure that their needs are met and service delivery meets or exceeds expectations.
• Ensure that aged debt on a site does not become unreasonable overdue.
• Liaise with Credit Control and identify reasons for late payments, resolve internally with the business support teams or contact the client to discuss/resolve issues to help with payments.
• Liaise with internal teams, ensuring effective communication between operations, finance and other departments to guarantee successful contract execution.
• Provide regular updates to senior management regarding the status of contracts, financial performance, key milestones and any potential risks or issues.
• Oversee a team and effectively address any Employee Relations matters including but not limited to workplace conduct, absenteeism due to illness, punctuality, performance issues, non‑compliance with policies and procedures and other ER concerns, with appropriate guidance from the HR Manager.

Qualifications:

• 5+ years of experience in Contract Management.
• Understanding of complex systems.
• QFC Level 4 Qualification in related field or equivalent.
• Health & Safety qualification – IOSH Managing Safety or, preferably, NEBOSH Certificate.
• Applicable licenses and / or qualifications must be evidenced (e.g. Refcom Elite, IET Wiring Regulations, ACS, Gas Safe, BCGA, WRAS, BOAS, Lift Engineering, etc. or equivalent).
• Experience working with critical system infrastructure.
• Exceptional ability to understand and anticipate customer needs, delivering personalised solutions that exceed expectations.
• Strong leadership and team management skills with the ability to motivate and lead cross‑functional teams.
• Strong analytical and problem‑solving skills to address customer challenges and identify opportunities for growth.
• Familiarity with industry trends, market conditions and the competitive landscape.
• Familiar with Microsoft Office and Microsoft tools.

Benefits:

• Company vehicle and phone.
• Continued development support.
• 33 days holidays, inclusive of bank holidays.
• Holidays increase to 25 days after 5 years of service.
• Company Sick Pay Scheme.
• Regular company socials.
• 5.7% employer Pension Contribution.
• Free car parking.
• A dynamic and supportive work environment with access to ongoing training and development.
• Opportunity to work with high‑profile customers and drive significant business impact.
• £750 staff referral scheme.
• Birthday voucher.