Contract Support Manager

Contract Support Manager – Facilities Management

Job Title: Contract Support Manager (Facilities Management)
Location: Hybrid (working from home and field-based) – covering sites from Cornwall to Leeds
Reports To: Operations Director / Head of Contracts
Contract Type: Full-time, Permanent
Travel: Travel required across the South West, Midlands, and Yorkshire regions; overnight stays may be necessary.

Role Purpose

To lead the delivery of hard and soft facilities management services across a portfolio of commercial and industrial client sites, ensuring service excellence, contract compliance, financial performance, and strong client relationships. The Contract Manager will act as the primary point of accountability for operational delivery across a geographically dispersed patch, driving consistency and continuous improvement across all sites.

Key Responsibilities

Contract & Operational Management

Manage the day-to-day delivery of FM services (planned and reactive maintenance, cleaning, security, grounds, statutory compliance, etc.) across multiple commercial and industrial sites

Ensure all works are delivered in line with SLAs, KPIs, and contractual obligations

Oversee mobilisation of new sites or contracts as required

Monitor and manage subcontractor performance, ensuring quality, compliance, and value for money

Client Relationship Management

Act as the main point of contact for allocated clients, building strong, trusted relationships

Conduct regular client review meetings, reporting on performance, KPIs, and improvement plans

Identify opportunities for account growth and additional service provision

Health, Safety & Compliance

Ensure all sites operate in full compliance with health & safety legislation, statutory requirements, and company policy

Conduct/oversee site audits, risk assessments, and method statements

Maintain accurate compliance records and drive a strong safety culture across teams and subcontractors

Financial Performance

Manage contract budgets, controlling costs and maximising profitability

Review and approve subcontractor invoices, purchase orders, and variations

Support the preparation of monthly financial and performance reports

People Management

Manage, support, and develop a team of mobile engineers/site-based staff across the region

Conduct performance reviews, training needs analysis, and staff development planning

Recruit and induct new team members as the contract portfolio grows

Continuous Improvement

Identify opportunities to improve service delivery, efficiency, and client satisfaction

Support tender/bid processes and contract renewals as required

Implement best practice processes across the contract portfolio

Key Requirements

Experience

Proven experience as a Contract Manager, Account Manager, or Facilities Manager within the FM sector

Experience managing multi-site commercial and/or industrial contracts

Strong track record of managing budgets, P&L, and subcontractor performance

Experience managing a mobile or geographically dispersed workforce

Skills & Knowledge

Strong working knowledge of health & safety legislation (NEBOSH/IOSH desirable)

Excellent client relationship and stakeholder management skills

Strong commercial and financial acumen

Confident using CAFM systems and reporting tools

Excellent organisational and time-management skills, with the ability to prioritise across a wide geographic area

Personal Attributes

Full UK driving licence

Willingness and ability to travel extensively and stay away from home as needed

Self-motivated, proactive, and able to work independently with minimal supervision

Strong communicator, comfortable operating at all levels from site engineer to senior client stakeholders

Desirable Qualifications

IOSH Managing Safely / NEBOSH General Certificate

BIFM/IWFM qualification (or working towards)

Experience with statutory compliance software and CAFM platforms