Head of Contracts

Location Stevenage
Contact name: Dee Sweeney

Contact email: dee.sweeney@circet.ie
Job ref: 1880
Published: 6 days ago

Job Title:                                            Head of Contracts
Department:                                     Contract Management
Reports To:                                        Contracts Director

Purpose of the Role
The Head of Contracts is responsible for developing and maintaining strong commercial and operational relationships with clients, ensuring effective contract delivery, governance, and performance. The role requires a deep understanding of the company’s services and of each client’s operational environment to support internal teams and ensure successful service outcomes.
A key part of the role is the direct management and leadership of the core business Operations team, ensuring operational delivery aligns with contractual commitments, service expectations, and client objectives. This includes overseeing day to day performance, supporting operational efficiency, and maintaining clear alignment between field activities, commercial requirements, and overall service strategy.
The post-holder oversees all commercial and operational elements of the client relationship—including contract negotiation, change control management, service delivery performance, SLA compliance, forecasting, and issue resolution. A comprehensive understanding of contract management principles is essential, enabling the individual to train, support, and develop team members to deliver a consistent, high?quality approach across the function.
The role also contributes to business growth by identifying new opportunities within existing client relationships and ensuring these are appropriately passed to the Sales Team.

Duties and Responsibilities
  • Manage all aspects of contract performance for existing clients, ensuring service delivery targets are agreed, aligned to contractual commitments, and consistently achieved.
  • Lead and maintain strong commercial and operational client relationships, working closely with the Service Centre and Field Operations teams to ensure all requirements are clearly understood and effectively delivered.
  • Understand client needs and operational capabilities to identify and recommend opportunities for continuous improvement.
  • Develop and maintain strong relationships with key operational stakeholders within client organisations.
  • Act as the primary communication channel between the business and the client, ensuring clients are kept fully updated on relevant developments, operational changes, and organisational updates.
  • Ensure the quality, accuracy, and professionalism of all client-facing information and documentation, coordinating with internal departments to uphold an excellent standard of service.
  • Stay informed on market trends, industry changes, and client commercial objectives, sharing insights with the organisation and identifying new opportunities.
  • Maintain flexibility for regular travel, ensuring the ability to meet clients face-to-face when required.
  • Observe and comply with all company Health & Safety policies, promoting best practice across all operational activities.
  • Lead and support ad hoc project work as required by the business.
  • Work closely with the Sales Team, sharing insights, supporting opportunity development, and contributing to client growth.
  • Act as the internal representative and advocate for clients, ensuring their needs, priorities, and expectations are understood across the business.
  • Identify client training requirements, raise them with the Training Team, and ensure they are reviewed and updated regularly.
Additional Responsibilities
  • Uphold and promote respect, dignity, and privacy, ensuring all individuals are always treated professionally and compassionately.
  • Demonstrate a proactive willingness to embrace integrated working models and adopt new ways of working that support operational efficiency and organisational development.
  • Act as the departmental lead for Business Continuity Planning, ensuring robust preparedness and serving as a key member of the Emergency Response Team (ERT).
  • Serve as an active and influential member of the Leadership Team, working collaboratively to support the Executive Team and contribute to strategic decision?making across the business.

Skills – Essential
  • Strong team player with a flexible, adaptable, and collaborative approach.
  • Demonstrates exceptional brand loyalty and represents the organisation with professionalism and integrity.
  • Self starter with a positive, enthusiastic, and proactive “can do” attitude.
  • Effective leadership and communication skills, with the ability to influence, motivate, and guide others.
  • Highly self motivated, with the ability to motivate teams; brings professional and technical expertise alongside passion, patience, and strong critical thinking skills.
  • Strong logical reasoning skills with the ability to prioritise tasks effectively, especially in high pressure or emergency situations.
Required Experience
  • Previous experience in Contract Management with Tier 1 carriers.
  • Proven ability to build, maintain, and strengthen strong professional relationships across all levels.
  • Experience or deep understanding of the telecommunications industry.
  • Excellent and demonstrable presentation skills, able to deliver clear and engaging content.
  • Strong networking skills, confident in engaging with senior stakeholders.
  • Exceptionally high personal standards with meticulous attention to detail.
  • Good working knowledge of work management systems and Microsoft Windows applications (Excel/Word).
  • Solid awareness of Health & Safety and Quality Assurance procedures.
  • Strong and sound knowledge of telecommunications technologies, processes, and industry practices.