1711 - Contract Delivery Manager (EP Contract)

The Contract Delivery Team work together in partnership with the Enabling Partner (EP) and CITB Service Leads to support and enable the delivery of CITB service objectives and sustained high levels of service through the EP contract. The Contract Delivery team are the pivotal link between the business and the supplier and are responsible for managing all elements of the contract to agreed contractual specifications and service levels. This central team are responsible for ensuring service protection, business continuity, benefits realisation, good customer service and the smooth delivery of change., 1. Responsibility for the management and delivery of the EP contract for specific service areas. Full understanding and governance of the agreed contractual terms and conditions to ensure that all SLA's, KPI's and SPIs are respected and delivered on a monthly basis.

2. Provide CITB's first response to escalations and incidents. Own and resolve problems or escalations in line with customer's expectations ensuring full understanding and compliance with EP contract and consistency on advice.

3. Challenge both CITB & EP where needed and have honest, transparent conversations where delivery fails to meet expectations and obligations. Determine mitigating actions and improvement plans and ensure that these are successfully implemented and delivered within agreed timelines so expected service levels are achieved.

4. Analyse service and contract delivery qualitative and quantitative performance to provide assurance to CITB Service Leads. Identify key trends and insights as well as issues, together with actions taken and planned. Source, analyse and interpret management data and articulate findings and recommendations to Service Leads.

5. Maintain strong supplier relationship with all Service Leads and stakeholders within CITB and SSCL. Collaborate effectively with and utilise developed interpersonal skills and customer service to develop on-going relationships to support the overall successful delivery of the EP contract through the relevant services.

6. Work with the relevant CITB Service Leads understanding the service vision and drive continuous improvement of the service delivery through the EP contract to meet customer needs.

7. Effectively communicate and champion the vision and benefits of the EP contract, aligned to the aims and objectives of CITB; ensure that this strategy and ways of working to support this strategy are understood throughout CITB.

8. Responsible for the Governance of the EP contract, identifying gaps and developing appropriate training or action plans to mitigate. Improve knowledge across the CITB and EP teams to ensure a consistent and aligned interpretation of service delivery.

9. Understands & reviews business requests for EP service enhancements or change requests and undertakes cost evaluation, business need and prioritisation

10. Set EP service level and cost-based agreement on understanding of the benchmark service level and cost for service in the industry

11. Understand and support business continuity through the EP contract, including risk and recovery plans to be able to effectively support the Service Leads in the event of an incident.

• Experience of supplier relationship and contract management


• Communication, influencing and diplomacy skills to be able to impartially achieve the right outcome for the customer.


• Expert in senior relationship management and stakeholder management


• Clear, confident, and persuasive communicator


Desirable

• Experience of working with an outsourced provider


• Contract Management qualifications
  
  33 days holiday per year (Including bank holidays)

Flexible benefits including childcare vouchers, cycle to work and insurance
Pension scheme
Employee discounts
Long service awards
CITB recognition scheme
Employee assistance programme
« Return to the search results