Contract Support Manager

Overview

In this role you will act as the contract’s business analyst and performance assurance lead, ensuring data integrity and robust performance reporting. You will partner with operations, central support, and clients to translate data into actionable insights that support contractual and business objectives. You’ll identify risks, drive continuous improvement, and help govern service delivery and compliance. This is a data-driven, cross-functional role that shapes performance and operational excellence for the contract. You will work in a values-led environment that prioritises environment protection and community impact.

Responsibilities

• Ensure operational data is complete, accurate, timely and auditable across relevant systems
• Act as the contract lead for data integrity, collaborating with operational teams and central functions
• Implement controls to prevent reporting errors and data inconsistencies
• Maintain and develop the contract’s performance reporting framework
• Produce regular performance reports, dashboards and management information packs
• Analyze operational data and provide commentary, recommendations and root cause analysis
• Monitor KPIs, SLAs and internal targets, identifying risks and improvement opportunities
• Support continuous improvement action plans
• Ensure governance requirements, procedures and controls are applied
• Monitor compliance with key processes including service delivery, incident reporting and change control
• Conduct depot audits covering operational, health and safety and transport processes
• Support environmental compliance including Duty of Care and site obligations
• Coordinate and support external audits (NQA and accreditations)
• Ensure mandatory compliance documentation, training records and risk assessments remain current

Key requirements

• Full UK driving licence
• Strong organisational and time management skills with ability to meet tight deadlines
• Experience managing or supervising colleagues and escalating risks appropriately
• Knowledge of health and safety and environmental legislation relevant to municipal services (desirable)
• Project management experience using Prince2, Agile or similar methodologies (desirable)

• strong organizational skills
• effective collaboration with cross-functional teams
• ability to analyse data and derive actionable insights
• data integrity management
• performance reporting frameworks
• generation of dashboards and management information packs

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