Contracts & Service Delivery Manager (CSM) 137 views

Job Description

The “Contracts & Service Delivery Manager” is responsible for ensuring that all services provided by the companies within the Executive Group are delivered in full compliance with the terms, conditions, service levels, and schedules set out in each client contract. The Manager acts as the central quality and compliance link between the Group’s divisions and its clients, upholding the Group’s delivery principles

Benefits

Salary commensurate with qualifications and experience

Job Requirements

• Maintain a register of all active contracts, quotations, and service agreements across the Group, including scope, deliverables, service frequencies, deadlines, and renewal dates.
• Monitor day-to-day service delivery in each division against contractual obligations and agreed service levels, identifying gaps or risks of non-performance early.
• Directly and closely supervise assigned direct reports — Heads of Department, coordinators, and supervisors across the Group’s divisions — setting clear expectations, monitoring their day-to-day performance, and holding each accountable for the service standards, deadlines, and OTIFNE delivery within their area.
• Own the service delivery of direct reports, checking and verifying their rosters, reports, and directive closures before they reach the Executive Director, and returning incomplete or non-compliant work for correction at source
• Manage all duty rosters and schedules across the Group’s divisions, ensuring staff are deployed in line with contractual service frequencies, coverage requirements, and operational needs, and that any roster changes are communicated promptly to the relevant supervisors and clients where required.
• Conduct scheduled and unannounced site visits to client premises and work locations to verify service quality, staff attendance, and compliance with contract specifications.
• Serve as a point of contact for clients on service delivery matters, receiving feedback and complaints, coordinating corrective action with the relevant division, and confirming resolution.
• Coordinate handovers, mobilizations, and demobilizations for new or ending contracts, including staffing, equipment, materials, and documentation.
• Prepare periodic service delivery and compliance reports for the Executive Director, highlighting performance against contract terms, incidents, and recommended improvements.
• Support divisions in preparing for client inspections, audits, and contract reviews, ensuring records and evidence of performance are complete and accessible.
• Escalate contractual disputes, variations, or scope changes to the Executive Director with supporting documentation.
• Promote consistent service standards, documentation practices, and the OTIFNE culture across all Group companies.

QUALIFICATIONS AND REQUIREMENTS

• A diploma or certificate in business administration, operations management, facilities management, or a related field, or equivalent practical experience.
• A minimum of three (3) years’ experience in operations, service coordination, contract administration, or supervision, ideally across multiple service lines.
• Sound working knowledge of contracts and service level obligations.
• Strong written and spoken English
• Proficiency in Microsoft Office, particularly Excel and Word.

KEY COMPETENCIES

• Attention to detail and consistent follow-through.
• Strong planning and organizational skills.
• Professional, client-facing communication.
• Ability to work independently across multiple companies and sites.
• Discretion in handling contractual and commercial information.
• A problem-solving mindset focused on preventing service failures rather than reacting to them.
• Assertive, providing open, frank and clear feedback to staff and peers

PERFORMANCE INDICATORS

• Contract compliance rate across all divisions.
• Timeliness of service delivery against contractual schedules.
• Client complaint resolution time.
• Accuracy and timeliness of reporting.
• Client retention and satisfaction.
• Positive workflow of direct reports

How To Apply

Interested candidates should Sign-up or login to apply now or submit completed applications consisting of CV, Cover letter, Passport size photograph, Certificates and two (2) references to :

The Executive Director

Email: [email protected]

Incomplete applications will not be considered

Closing date is 10th August 2026

Note:

In order to increase your chances of a successful selection, kindly ensure that your application is complete and that all relevant information such as your qualifications have been provided with your application.   Otherwise, the Employer reserves the right not to consider your application for selection.