Contract Relationship Manager

Job Description Rate: £650.00 (umbrella) per day Term: Until 31/03/2027 initially Working Location: 1-2 days per week Job Purpose To act as the Council's intelligent client for major outsourced Revenues and Benefits Service combined with other corporate services (payroll, accounts payable), ensuring contractual commitments are delivered, service performance is effectively managed, value for money is achieved and opportunities for transformation and service improvement are identified and implemented. The postholder will lead the day-to-day strategic and operational relationship with service providers, coordinate governance arrangements, oversee contract performance, manage contractual change, support procurement and mobilisation activity, and provide professional advice to senior managers and Members on service delivery, contract compliance and improvement opportunities. Key Responsibilities Contract Relationship Management Act as the Council's lead relationship manager for strategically important outsourced service contracts. Build and maintain effective working relationships with senior supplier representatives and internal stakeholders. Ensure contractual obligations, service standards and performance targets are delivered. Identify risks to service delivery and ensure appropriate mitigation actions are implemented. Escalate significant contractual, operational or performance issues where required. Performance & Assurance Lead performance monitoring arrangements across contracted services. Analyse operational, financial and customer performance information and identify trends, risks and improvement opportunities. Challenge service providers where performance falls below expected standards and oversee delivery of improvement plans. Monitor delivery against service levels, key performance indicators and contractual outcomes. Provide assurance to senior management that services are being delivered effectively and represent value for money. Governance & Stakeholder Management Organise and manage operational boards, contract meetings and strategic governance forums. Prepare agendas, reports, action logs and performance packs. Coordinate the attendance and input of Council officers and contractor representatives. Ensure decisions and actions arising from governance boards are implemented and monitored. Build strong relationships across Finance, Revenues & Benefits, Housing, Digital, Customer Services and other service areas. Transformation & Service Improvement Identify opportunities to improve service performance, customer experience and efficiency. Lead or support service reviews, process redesign and transformation initiatives. Support development and implementation of savings, income generation and service improvement projects. Work collaboratively with suppliers and service areas to deliver agreed change programmes. Commercial & Contract Management Support contract variations, change control notices and service development proposals. Assess business cases and contractual implications of service changes. Monitor supplier obligations and contractual compliance. Support procurement, contract renewal, service design and mobilisation activity. Contribute to specification development, evaluation processes and contract negotiations. Financial & Operational Oversight Review financial and operational information to support contract management decisions. Monitor contractual payment mechanisms, incentives and performance-related measures where applicable. Support identification and delivery of efficiencies and savings. Ensure robust financial governance is maintained in relation to contracted services. Audit, Compliance & Risk Coordinate responses to internal and external audit reviews. Monitor implementation of audit recommendations relating to contracted services. Ensure appropriate controls, governance and assurance arrangements are in place. Maintain contract risk registers and oversee mitigation plans. People Management Provide effective line management, supervision and development for designated staff. Set objectives, monitor performance and support professional development. Promote a culture of continuous improvement, accountability and customer focus. *** Decision Making Responsibilities Determine appropriate escalation routes for contractual and operational issues. Approve routine contract management actions within delegated authority. Recommend service improvements, contractual changes and corrective actions. Provide professional advice to senior officers regarding service performance and contractual risks. Requirements . Knowledge & Experience Essential * Significant experience of contract management, client-side commissioning or supplier relationship management. * Experience of managing performance within large, complex service contracts. * Experience of working with senior stakeholders across organisational boundaries. * Experience of preparing reports and presenting information to senior management boards. * Experience of analysing performance, financial and operational data to inform decision making. * Experience of identifying and delivering service improvements. * Experience of managing risk, governance and compliance processes. * Experience of line management and staff development. Desirable * Experience within local government or the public sector. * Knowledge of outsourced corporate services, revenues, benefits, customer services, debt recovery, payroll, housing or finance operations. * Experience of procurement, mobilisation or contract transition activities. * Relevant professional qualification in contract management, procurement, business management, finance or project management. Skills & Competencies * Excellent stakeholder management and influencing skills. * Strong commercial awareness. * Excellent written and verbal communication skills. * Ability to challenge constructively and hold suppliers to account. * Strong analytical and problem-solving skills. * Ability to manage multiple priorities and competing demands. * Excellent organisational and project management skills. * Ability to work independently and exercise sound professional judgement. Benefits We believe employee benefits should go beyond just a free drink or fruit bowl. What’s more, we believe you should get to choose perks that suit your lifestyle. That’s why we’ve partnered up with the global benefits and rewards provider Perkbox, to offer something for all of our people. Here’s what you can look forward to: Perks Hub Hundreds of global and local perks, available online 24/7 Free monthly lifestyle perks; such as free coffees, breakfasts, cinema tickets, etc Shopping discounts from the biggest brands, all year round Save money on everything from the supermarket shop to summer holidays Wellness Hub Easy to follow videos for everything from yoga exercises, to strength training and HIIT workouts Mindfulness, meditation and sleep resources, available on all your devices Guides to help with everything from anxiety to stopping smoking Confidential mental health helpline, 24/7 access to a qualified counsellor Celebration Hub Working with us means you're always part of Team BSS - celebrate and recognise fellow contractors, whether they're across the desk or across the world Company polls where everybody can vote for the winners Culture Hub A single place to find company updates, photos, benefits information and lots more! Stay in the loop with what’s happening by accessing Culture hub anywhere, at any time Pre-Compliance Checks for Successful Applicants: At BSS, we uphold the highest standards of screening and trust for every role. Successful applicants will undergo a comprehensive pre-compliance process in line with the Baseline Personnel Security Standard (BPSS). This includes: Identity Verification: Confirming the authenticity of your identity documents. Employment History Checks: Reviewing your occupation history for the past 3-5 years (depending on client requirement). Right to Work Verification: Ensuring you have the legal right to work in the UK. Unspent Conviction Check: Conducting a Basic DBS Check to reveal any unspent convictions. These checks are crucial in ensuring a secure and trustworthy work collaboration, aligning with best practices used in government and public sectors. While primarily standard in these sectors, our adoption of pre-compliance checks across all roles reflects our commitment to maintaining the highest standards of integrity and trust in our recruitment process. Equal Opportunities Business Smart Solutions are a Recruitment Agency - We hire talented and passionate people from a variety of backgrounds because we want our global worker base to represent the wide diversity of our clients. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're passionate about working for a role in local government and share our company values, we encourage you to apply. BSS is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. BSS considers qualified applicants with criminal histories, consistent with applicable UK law. If you need assistance or an accommodation made due to a disability, please let your recruiter know. Armed Forces Covenant We endeavour in our business dealings to uphold the key principles of the Armed Forces Covenant, which are: No member of the Armed Forces Community should face disadvantage in the provision of public and commercial services compared to any other citizen In some circumstances special treatment may be appropriate especially for the injured or bereaved.