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Red Sky are currently recruiting a Contract Delivery Manager to work closely with an industry leading airline at Heathrow airport. You will be responsible to work closely with the customer base to develop strong stakeholder relations, managing all customer requests with the aim to demonstrate a proactive, consistent and seamless service.
Ensuring contractual governance and reporting obligations are adhered to and support the operational teams with relevant information to drive operational success and highest level of compliance to contractual SLA and KPI's.
Main Duties & Responsibilities
- Build sound stakeholder relations with the customer based to ensure service delivery both meets and exceeds the customers' expectations
- Report and monitor against contractual SLA's and KPI's defined in Customer(s) contracts flagging non-compliances and potential issues
- Chair customer performance review meetings with responsibility to record and manage actions and escalate to senior management team where appropriate
- Carry out regular reviews to monitor contract performance and identify areas for improvement and opportunities to maximise performance
- Ensure all customer queries are responded to in a timely & satisfactory manner
- Produce and support production of all reports for the customer giving a live view of the performance
- Challenge Operational Teams on contractual performance and proactively initiate improvements based on performance data and customer feedback
- Communicate effectively with internal stakeholders on a regular basis delivering business updates/Colleague Briefs as necessary and escalating issues to Senior Management, HR and other departments as required
- Alert the commercial team to opportunities for revenue growth and sales
- Ensure customer complaints are dealt with both speedily and effectively, including escalations
- Lead communications during the winter/snow resilience program both internally and externally ensuring the commitments are met in line with customer and company requirements guaranteeing that performance and any additional spend through this period is recorded
- Work with the Operations Director to establish a performance improvement plan to meet SLA targets
- Protect information assets of the Company and comply with the Company's Information Assurance policies and procedures
- Work closely with the Finance Team to ensure all financial reporting meets customer needs
- Act as an interface between operations & the Finance Controller and the Business Controller to ensure all financial transactions are maximised
- Ensure compliance of the operation to health & safety and regulatory standard
About you?
- Excellent communication skills - written and verbal
- Strong personality and proven ability in building key stakeholder relationships
- Advanced MS Excel and PowerPoint knowledge
- Self-starter
- Previous experience in GSE (advantageous)
- Previous experience as a Key Account Manager or Contract Delivery Manager role a must
- Must be able to liaise with customers and Operations team
- Full UK driving license
What's on offer?
- Up to £50,000k DOE
- Monday - Friday (Apply online only) (onsite)
- hybrid may be an option
- 25 days annual leave
- 6% employer pension contribution
- 3X Salary Life Assurance
- Health Cash Plan
- Employee Assistance Programme (EAP)
