Contract Support Manager

Overview

In this role you will act as the contract’s business analyst and performance assurance lead within the Contract Management Team. You will ensure data integrity, maintain performance reporting frameworks, and support governance and compliance across the contract. Working with operational managers, central support functions and clients, you will provide analysis and reporting that informs decision-making and helps achieve contractual objectives. You will drive continuous improvement, monitor KPIs and SLAs, and coordinate audits and compliance documentation. This position offers the opportunity to shape service delivery through data-driven insights within a purpose-driven environmental services

Responsibilities

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

• analytical thinking
• attention to detail
• stakeholder collaboration
• effective communication

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