Contract Manager

Location: London – infrequent travel to surrounding areas

Reports to: Regional Director

About Pareto FM

At Pareto FM, we're redefining facilities management. As the UK's trusted partner in engineering and workspace solutions, we combine technical expertise, cutting-edge technology, data-driven insight and exceptional service to help our clients create smarter, more sustainable and resilient workplaces.

Our culture is built around our core values of Ownership, Impact, Curiosity, Precision and Partnership, empowering our people to deliver exceptional customer experiences whilst continually challenging industry norms. We're looking for ambitious individuals who thrive in a fast-paced environment and want to make a genuine impact.

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The Role

We are seeking an experienced and commercially focused Contract Manager to lead the delivery of integrated facilities management services across a portfolio of prestigious client contracts throughout London.

This is a highly visible, client-facing role requiring an individual who can build trusted relationships whilst taking full ownership of operational delivery, commercial performance and service excellence.

Managing multiple sites, you will act as the point of contact for your clients, ensuring contractual obligations are consistently exceeded whilst identifying opportunities to improve services, enhance customer experience and support business growth.

Working closely with in-house operational teams, specialist suppliers and client stakeholders, you'll ensure every contract operates safely, efficiently and delivers best-in-class service.

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Key Responsibilities

Client Relationship Management

• Develop and maintain trusted relationships with client stakeholders.

• Act as the primary point of contact across your portfolio of contracts.

• Lead regular client meetings, business reviews and operational updates.

• Ensure high levels of customer satisfaction through proactive communication and exceptional service delivery.

• Effectively manage client expectations and resolve issues quickly and professionally.

• Identify opportunities for contract growth, additional services and continuous improvement.

Operational Management

• Take full ownership for the successful delivery of integrated Hard and Soft FM services.

• Ensure contractual obligations, KPIs and SLAs are consistently achieved or exceeded.

• Lead operational teams across multiple client locations.

• Drive consistency and operational excellence across all contracts.

• Manage subcontractors and specialist service providers to ensure quality, compliance and value.

• Oversee mobilisation activities, service improvements and operational change where required.

• Support business continuity planning and incident management.

Commercial & Financial Management

• Hold full responsibility for contract budgets and financial performance.

• Prepare forecasts, monitor expenditure and manage cost control initiatives.

• Maximise contract profitability through effective financial management.

• Review and approve quotations, variations and additional works.

• Identify efficiencies and implement cost-saving initiatives without compromising service quality.

• Produce accurate monthly financial and operational reports.

Leadership & People Management

• Lead, coach and develop Contract Support, Engineering and operational teams.

• Create a high-performance culture focused on accountability, engagement and continuous improvement.

• Conduct regular performance reviews and development planning.

• Ensure adequate resource planning across the contract portfolio.

• Promote collaboration across departments to deliver seamless service.

Health, Safety & Compliance

• Champion a positive Health & Safety culture across all contracts.

• Ensure compliance with statutory legislation, company policies and client requirements.

• Monitor audit performance and ensure corrective actions are completed.

• Manage supplier compliance and statutory maintenance programmes.

• Support environmental and sustainability initiatives across the portfolio.

Continuous Improvement

• Use operational data and performance reporting to identify trends and improvement opportunities.

• Drive innovation through technology, smarter working practices and process improvement.

• Share best practice across the wider business.

• Support strategic initiatives and contribute to the ongoing growth of Pareto FM.

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Skills & Experience

Essential:

• Previous experience as a Contract Manager, Account Manager or Senior Facilities Manager within an integrated FM environment.

• Proven experience managing multiple client contracts or a multi-site portfolio.

• Strong understanding of both Hard and Soft Facilities Management services.

• Demonstrable commercial and financial management experience, including budget ownership.

• Excellent client relationship and stakeholder management skills.

• Experience managing subcontractors and supplier performance.

• Strong understanding of KPI and SLA management.

• Experience using CAFM systems and operational reporting tools.

• Excellent communication, organisational and problem-solving skills.

• Full UK Driving Licence.

Desirable:

• IOSH Managing Safely or NEBOSH qualification.

• IWFM membership or relevant Facilities Management qualification.

• Prince2 or Project Management qualification.

• Knowledge of smart buildings and workplace technologies.

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Personal Attributes

You'll be someone who:

• Naturally builds long-term client relationships.

• Leads with energy, integrity and professionalism.

• Takes ownership and delivers on commitments.

• Is commercially aware and solutions focused.

• Thrives in a fast-paced, multi-site environment.

• Can balance strategic thinking with operational excellence.

• Demonstrates resilience and sound judgement under pressure.

• Inspires teams through collaboration, coaching and accountability.

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Key Performance Measures

Success within the role will be measured through:

• Client satisfaction and retention.

• Contract profitability.

• KPI and SLA performance.

• Health & Safety compliance.

• Employee engagement and retention.

• Quality audit scores.

• Delivery of additional works and contract growth.

• Operational efficiency and continuous improvement initiatives.

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Why Join Pareto FM?

At Pareto FM, you'll have the opportunity to manage a diverse portfolio of prestigious London-based contracts within one of the UK's fastest-growing facilities management businesses.

We offer genuine autonomy, a supportive leadership team, opportunities for career progression and the chance to make a real impact on both our clients and our business.

If you're passionate about delivering exceptional customer service, developing high-performing teams and driving operational excellence, we'd love to hear from you.