Service Delivery Manager- Supplier contracts

Permanent

Reading/Hybrid- 2-3 days per week onsite

Main Purpose of the role:

The Service Delivery Manager will ensure that maximum business benefits are realised from the services procured via a multi-disciplinary outsourced contract with one of longest standing and most imbedded suppliers. This role is located in P&E but operates across all of the functional disciplines the services cover.

The role will attend all operational performance meetings to ensure that contract management / supplier fundamentals are met including but not limited to associated on-boarding, payment term tracking, supplier checks, delivery of services procured, ongoing continuous improvement, synergy creation, and delivery of holistic additional benefits of the contract, partnership, and long-standing relationships. This will be done in support of the internal CS functional business owner

The role will need to review quality management, process improvement /project management, analysis, and presentation of data to assist high level reporting to the business. Further analysis of data and outsourced reporting will enable Company to formulate and make strategic decisions and review and monitor trends and behaviors across the contract and various disciplines including Finance, Site Access, General Practice Estates and Dispute Resolution etc.

The role will need to interlink and collaborate with a variety of stakeholders from internal departmental owners and beneficiaries of contractual deliverables in additional to partnering with key service line owners, SMEs, and decision makers. The role is as much about driving positive relationships and improved ways of working as it is about contractual management, T&Cs, and growing and developing the partnership whilst maintaining the highest possible service levels and performance.

As well as ensuring the current service levels are achieved, the role holder will be required to work with stakeholders to ensure that the contract and services are proactively reviewed to ensure future requirements are met. This may involve modification or change of the contract as needed

Responsibilities:

• To provide a trusted interface with other areas of the business including Acquisition, Operations, Property, Legal and Finance to support seamless commercial and operational management of the estate.
• To proactively manage our partners and support them in providing the governance, tools and insight required to align market positioning, brand imagine and favourable / well informed commercial decision making.
• Ensure contractual obligations and KPI's are delivered as well as resolution of potential disputes and ambiguity.
• To consider business cases and further business development which may support additional activities to maximise the cost savings, cost avoidance and wider benefit for the business.
• To be a senior point of contact and escalation for colleagues and stakeholders who benefit from services procured under this contract, managing expectations and alignment, ensuring contracts are current and correct delivering value for money for the business.
• Attend all supplier monthly, quarterly and annual contract meetings
• Consult with both internal and external stakeholders who may benefit from services procured under this contract, further ensuring wider satisfaction and delivery.
• To instruct and work with in house legal support, external agents, and solicitors via concise written/verbal instructions to expedite contentious matters and unblock challenges.
• Seek to minimise Opex spend, identify, and deliver tangible Opex savings that can be reported in the P&L. Ensure ongoing delivery and implementation of the highest possible standards and best practices by managing supplier performance and contractual deliverables.
• Raising PO's and managing GRN's to ensure accurate processing of payments and credits.
• Maintain ongoing and accurate Risk Management and Financial Analysis impact the contract.
• Support achievement of annual corporate and personal objectives, to be reviewed quarterly and refreshed annually.
• Provide regular performance reporting to verify delivery of the services
• To identify and independently resolve day to day challenges relying on the contractual terms in addition to rapport, relationships and the goodwill created from an ongoing collaborative and professionally managed relationship. An ability to think freely and to work on your own initiative to achieve commercially prudent outcomes.
• To support and contribute actively to health and safety, environmental, business continuity and information security arrangements that meets our obligations to our customers either directly or via our outsourced partners.

Skills required for this role:

• Broad experience of practical estates property management across multiple disciplines including but not limited to finance, litigation, data, reporting and access management.
• Previous experience using /amending /negotiating legal documentation including the preparation of written instructions to Solicitors/Legal Executives
• Understanding of the Landlord & Tenant Act 1954 and the New Electronic Communications Code 2017
• Knowledge and experience of Law of Property, including landlord and tenant legislation (1954 Act in particular), rating, planning and telecommunications legislation (particularly Code Powers)

Project People is acting as an Employment Agency in relation to this vacancy.