About this role
Salary: £48,000 - 88,000 per year
Requirements: Proven background in contract management, service delivery, or customer success within an IT reseller, MSP, VAR, or tech services environment.Track record of managing SLAs, KPIs, commercial governance, and driving customer retention and churn reduction.Demonstrated people management experience leading customer-facing teams.Knowledge of IT hardware, software, services contracts, licensing, and vendor terms is highly desirable.Strong commercial acumen with the ability to interpret and navigate complex contract language.Confidence in holding senior stakeholders accountable while maintaining positive working relationships.A trust-focused approach to client relationships, converting delivery credibility into organic commercial insights.Data-driven mindset with experience using dashboards and performance reports to guide decision-making.Ability to understand and balance the differing perspectives of sales, operations, and customers.MSP or IT experience, with a proven track record of managing SLAs to boost customer retention, is needed to secure the top end of the salary range. Responsibilities: Lead the complete contract lifecycle, from onboarding and obligation tracking to renewals and amendments.Maintain a central register of client SLAs, KPIs, and deliverables, proactively resolving scope creep and contractual risk.Partner with Commercial and Legal teams during negotiations, renewals, and dispute resolutions.Monitor and report SLA and KPI delivery for internal leadership and clients, treating complete compliance as a non-negotiable success metric.Challenge cross-functional stakeholders in Sales, Delivery, and Procurement when commitments are at risk.Act as the businesss internal delivery conscience, raising uncomfortable truths to protect performance standards.Own retention strategy, taking proactive measures to eliminate churn and non-renewal risks.Spot at-risk accounts early and lead targeted operational recovery plans.Feed lessons learned from lost accounts and near-misses back into delivery and account planning.Use reliable delivery to build client trust and uncover expanding business opportunities.Coach the team to identify unmet client needs and feed qualified leads to Sales and Account Management.Maintain a balance as a trusted advisor, surfacing growth opportunities without compromising delivery integrity.Manage, coach, and set high performance standards for the customer success team.Provide the team with the data, tools, and processes needed to drive a culture of proactivity and accountability. Technologies: Hardware More:
We are a premier UK technology partner, known for our technical expertise and industry-leading workplace culture. We are hiring a hands-on Contract Performance Lead to bridge the gap between seamless delivery and account expansion, championing our contractual obligations, empowering a small customer performance team, and holding internal stakeholders accountable to high standards. This is a permanent full-time hybrid role with 2–3 days in the office, and the location can be one of our offices in Manchester, Leeds, Birmingham, Buckinghamshire, London, or the South Coast. We offer a salary of £100k to £110k DOE and are happy to discuss any reasonable adjustments required.
last updated 33 week of 2026