Contract Performance Manager
The Opportunity
TMS/TCR is seeking a driven and strategic Contract Performance Manager to join our team. This senior role is essential in ensuring contract compliance, fostering service improvements, and enhancing operational efficiency. The successful candidate will act as a vital liaison between clients, operational teams, and internal departments, promoting collaboration and high standards of service delivery.
Key Responsibilities
You will lead performance monitoring across service level agreements (SLAs) and key performance indicators (KPIs), using appropriate systems and tools. Your responsibilities will include analysing performance data to identify trends, risks, and areas for improvement. You will coordinate daily operational controls, take corrective actions where necessary, and ensure all departments and client accounts remain aligned with performance expectations.
The role also involves preparing and presenting performance reports, supporting SLA reviews with clients, and implementing frameworks that ensure compliance while minimising service credits. You will attend client meetings, manage performance issues, and foster strong working relationships through proactive key account management. Internally, you will communicate performance updates and escalate any emerging concerns.
You will support commercial development by identifying opportunities and referring these to the Commercial Team, oversee the timely resolution of client complaints, and ensure service excellence. During peak operational periods, you will coordinate delivery to meet commitments, as well as contribute to internal and external case studies that showcase success.
Maintaining and enhancing operational documentation, such as Joint Operations Manuals, is also a part of the role. Additionally, you will coach and guide teams to adopt best practices and drive strategic initiatives aligned with both client and business objectives. Other duties may be assigned by Senior Management as required.
Working Hours
This is a full-time position, Monday to Friday from 9:00am to 5:30pm, with flexibility expected during operational peaks.
Candidate Profile
We are looking for someone with 3–5 years’ experience in managing large and complex contracts, with strong stakeholder management and financial control skills. The ideal candidate will have a sound understanding of SLA/KPI frameworks, contract law, and compliance, alongside advanced Microsoft Office proficiency.
Eligibility for an Airside Pass and a valid UK Driving Licence are essential, as is experience in an airport or transport operations environment. A degree in Business Administration, Law, Supply Chain, or a related field is required.
Desirable Qualifications and Experience
A Master’s degree or equivalent qualification is advantageous. Familiarity with data analytics, performance monitoring tools, and commercial contract operations will be beneficial. Experience with ISO standards and a commitment to sustainability, health and safety, and continuous improvement are highly desirable.
Why Join Us
We offer a competitive salary package with performance-related benefits and career development opportunities within a collaborative, high-growth environment. Join a trusted name in the airport and transport sector and play a key role in shaping the future of our services.
About TMS/TCR
TMS/TCR provides advanced recovery, transport, and operational services throughout the UK. We are dedicated to delivering excellence, with a strong focus on safety, compliance, and client satisfaction.
Apply Now
If you are ready to lead impactful initiatives and contribute to contract excellence at TMS/TCR, we encourage you to apply today
