Contract Performance Lead

Salary: £48,000 - 88,000 per year

Requirements:

• 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 and churn reduction.
• Demonstrated people management experience leading customer-facing teams.
• Knowledge of IT hardware, software, services contracts, licensing, and vendor terms is highly desirable.
• Strong commercial acumen with the ability to interpret and navigate complex contract language.
• Confidence in holding senior stakeholders accountable while maintaining positive working relationships.
• A 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.
• MSP or IT experience, with a proven track record of managing SLAs to boost customer retention, is needed to secure the top end of the salary range.

Responsibilities:

• 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 and KPI delivery for internal leadership and clients, treating complete compliance as a non-negotiable success metric.
• Challenge cross-functional stakeholders in Sales, Delivery, and Procurement when commitments are at risk.
• Act as the businesss 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.
• Use 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 and 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 the data, tools, and processes needed to drive a culture of proactivity and accountability.

Technologies:

• Hardware

More:

We are a premier UK technology partner, known for our technical expertise and industry-leading workplace culture. We are hiring a hands-on Contract Performance Lead to bridge the gap between seamless delivery and account expansion, championing our contractual obligations, empowering a small customer performance team, and holding internal stakeholders accountable to high standards. This is a permanent full-time hybrid role with 2–3 days in the office, and the location can be one of our offices in Manchester, Leeds, Birmingham, Buckinghamshire, London, or the South Coast. We offer a salary of £100k to £110k DOE and are happy to discuss any reasonable adjustments required.

last updated 33 week of 2026