Contract Performance Lead

Contract Performance Lead

Location: Any of the following offices; Manchester, Leeds, Birmingham, , Buckinghamshire, London, or the South Coast

Salary: £100k to £110k DOE

Hybrid: 2-3 days in the office

Permanent: Full time

Our client is a premier UK technology partner, celebrated for their technical expertise and industry-leading workplace culture.

They are looking for a hands-on Contract Performance Lead to bridge the gap between seamless delivery and account expansion. In this role, you will champion our client’s contractual obligations, empower a small customer performance team, and hold internal stakeholders accountable to high standards. Leveraging the trust you build through reliable execution, you’ll safeguard customer retention while proactively identifying avenues for account growth.

The Role:

• Lead the complete contract lifecycle, from onboarding and obligation tracking to renewals and amendments.
• Maintain a central register of client SLAs, KPIs, and deliverables, proactively resolving scope creep and contractual risk.
• Partner with Commercial and Legal teams during negotiations, renewals, and dispute resolutions.
• Monitor and report SLA/KPI delivery for internal leadership and clients, treating complete compliance as a non-negotiable success metric.
• Challenge cross-functional stakeholders (Sales, Delivery, Procurement) when commitments are at risk.
• Serve as the business's internal delivery conscience, raising uncomfortable truths to protect performance standards.
• Own retention strategy, taking proactive measures to eliminate churn and non-renewal risks.
• Spot at-risk accounts early and lead targeted operational recovery plans.
• Feed lessons learned from lost accounts and near-misses back into delivery and account planning.
• Leverage reliable delivery to build client trust and uncover expanding business opportunities.
• Coach the team to identify unmet client needs and feed qualified leads to Sales/Account Management.
• Maintain a balance as a trusted advisor, surfacing growth opportunities without compromising delivery integrity.
• Manage, coach, and set high performance standards for the customer success team.
• Provide the team with necessary data, tools, and processes, driving a culture of proactivity and accountability.

About you:

• Proven background in contract management, service delivery, or customer success within an IT reseller, MSP, VAR, or tech services environment.
• Track record of managing SLAs, KPIs, commercial governance, and driving customer retention churn reduction.
• Demonstrated people management experience leading customer-facing teams.
• Knowledge of IT hardware, software, services contracts, licensing, and vendor terms (highly desirable).
• Strong commercial acumen with the ability to interpret and navigate complex contract language.
• Confident holding senior stakeholders accountable while maintaining positive working relationships.
• Trust-focused approach to client relationships, converting delivery credibility into organic commercial insights.
• Data-driven mindset with experience using dashboards and performance reports to guide decision-making.
• Ability to understand and balance the differing perspectives of sales, operations, and customers.

To secure the top end of the salary range, you’ll need MSP/IT experience, a proven track record of managing SLAs to boost customer retention, and the commercial confidence to hold stakeholders accountable.

We are more than happy to discuss any reasonable adjustments that you may require.

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