Contract Performance Manager

The Opportunity:
We are looking for a driven and strategic Contract Performance Manager to join the team at TMS/TCR. This senior role is pivotal in ensuring contract compliance, driving service improvements, and enhancing operational efficiency. You will be the key link between clients, operational teams, and internal departments-promoting collaboration, innovation, and excellence in service delivery.

Key Responsibilities:
• Lead performance monitoring across SLAs and KPIs using effective systems and tools.
• Analyse data trends to identify risks, opportunities, and service improvement areas.
• Drive daily operating controls and corrective action across departments and client accounts.
• Prepare and present regular performance reports and SLA reviews to clients.
• Implement SLA frameworks, reducing service credits and ensuring contract compliance.
• Attend client meetings, manage performance actions, and escalate key issues.
• Foster strong client relationships through consistent key account management.
• Communicate business performance updates and key issues internally.
• Identify and refer commercial opportunities to the Commercial Team.
• Oversee swift resolution of client complaints, ensuring a high service standard.
• Lead coordination during peak periods, ensuring commitments and outcomes are met.
• Produce internal and external case studies and success stories.
• Maintain and enhance Joint Operations Manuals in line with contract requirements.
• Coach and lead teams, promoting best practices and proactive performance management.
• Drive delivery of strategic initiatives aligned with business and client goals.
• Carry out any additional duties as required by Senior Management.

Working Hours:
• Full-time position - Monday to Friday 9am to 5:30pm with flexibility required during operational peaks.

What We Are Looking For:
• Proven experience (3-5 years) in managing large and complex contracts.
• Demonstrable stakeholder management and financial control experience.
• Strong understanding of SLA/KPI frameworks, contract law, and compliance.
• Advanced Microsoft Office skills, particularly Excel, PowerPoint, and Word.
• Eligible for an Airside Pass; valid UK Driving Licence.
• Experience in an airport or transport operations environment.
• Degree in Business Administration, Law, Supply Chain, or related field.

Desirable Experience:
• Master's degree or equivalent professional qualification.
• Experience with data analytics and performance monitoring tools.
• Understanding of procurement, vendor, or commercial contract operations.
• Familiarity with ISO standards (ISO9001, ISO14001, OHSAS18001).
• Commitment to sustainability, health & safety, and continuous improvement.

Why Join Us?
• Competitive salary with performance-related benefits.
• Career development in a high-growth, collaborative environment.
• Chance to work with a trusted name in the airport and transport sectors.

About Us:
TMS/TCR delivers leading-edge recovery, transport, and operational services across the UK. With a strong focus on safety, compliance, and client satisfaction, we are committed to excellence in everything we do.

Apply Now:
Ready to lead high-impact initiatives and shape the future of contract performance at TMS/TCR? Apply now to become a key part of our leadership team.