Contract Delivery Manager Main Purpose of The Job: To work closely with the customer base to develop strong stakeholder relations, managing all customer requests with the aim to demonstrate a proactive, consistent and seamless service. Ensuring contractual governance and reporting obligations are adhered to and support the operational teams with relevant information to drive operational success and highest level of compliance to contractual SLA and KPI’s. Location: Heathrow Working Days/Hours - Monday to Friday, 0900 to 1730 Experience: * Experience with delivering large/complex service contracts * Experience of working with cross-functional teams * Experience of collaborating with external customers/stakeholders * Previous experience within the aviation industry would be desirable Main Duties and Responsibilities: Cultivate stakeholder relations and exceed expectations * Monitor and report SLA/KPI compliance, addressing issues proactively * Lead performance reviews and identify improvements * Respond to customer queries and complaints promptly * Produce performance reports and communicate updates * Alert commercial team to growth opportunities * Lead winter resilience communications * Collaborate on SLA improvement plans * Ensure compliance with health & safety standards and information protection * Optimize financial transactions and reporting * Promote business productivity and efficiency Knowledge and Skills: 1. Excellent stakeholder management 2. Strong data analysis skills 3. Excellent verbal and written communication 4. Advanced Excel and PowerPoint skills 5. Ability to build and maintain relationships 6. Proactive team player 7. Strong organisational and negotiation skills 8. Independent worker within policy and budget limits 9. Innovative problem-solving 10. Eligible for a valid Airside Pass Competencies: * Decision-making: Gathers and evaluates information to make informed decisions. * Customer Orientation: Anticipates and exceeds customer needs, reinforcing service at all levels. * Safety Leadership: Promotes safe behaviour and prioritises health and safety. * Cultural Insight: Adapts to global business environments and diverse cultures. * Global Acumen: Understands international business trends and impacts. * High-Impact Communication: Conveys clear, compelling information. * Collaborative Success: Builds effective working relationships. * Results-Driven: Sets and achieves high goals, ensuring timely and efficient execution. * Learning Embrace: Continuously seeks new knowledge and learns from experiences. * Change Management: Encourages innovative solutions and manages change effectively. * Structured Problem Solving: Uses techniques to mitigate operational, safety, and financial risks. What is on Offer: 1. Competitive salary 2. 6% employer pension contribution 3. 3X Salary Life Assurance 4. Health Cash Plan 5. Employee Assistance Programme (EAP)