Job Type: Permanent
Hours of Work: Full-time
Location: Hybrid/remote with access to our office locations in Abingdon, Portchester and Wootton Bassett
Department: Managed Services/Delivery
Reporting to: Head of Service Governance
About Conscia Conscia is a leading provider of cybersecurity, networking, hybrid cloud, and observability solutions for mission-critical IT infrastructure in large European organisations. Conscia’s experts design, implement, and run innovative, customised IT solutions across cybersecurity, networking, hybrid cloud, and observability, supporting our customers throughout their technology lifecycles. Founded in 2003, Conscia is owned by private equity investor Nordic Capital. With around 1,500 employees, Conscia serves large organisations in finance, healthcare, manufacturing, utilities, retail, and the public sector from offices in Belgium, Denmark, Finland, Germany, Ireland, Norway, Slovenia, Sweden, the Netherlands, and the UK.
People and CultureWe believe our company culture is part of what makes us special: it’s part of what people love about working here. We’re dedicated to nurturing this positive and inclusive culture, so that people are empowered to bring their whole selves to work each day. Our goal is to foster an environment where people feel valued, heard, and supported, and where they can thrive and succeed. This is reflected in our company values: Inspire Trust, Commit to Collaborate, Deliver on Promise, Learn for Life and Embrace Sustainable Change.
The Service Contract Manager is responsible for the administration, commercial governance, and lifecycle management of Conscia's managed service contracts. The role ensures that every managed service agreement is accurately documented, commercially protected, and governed throughout its full lifecycle — from signature and onboarding through to renewal or exit.
Working within the Service Governance function and reporting to the Head of Service Governance, the Service Contract Manager is the internal authority on contractual terms, obligations, and entitlements across the managed service portfolio. The role works in close partnership with the Lifecycle Services Manager, Finance, Sales, and Service Operations to ensure that commercial reality is always aligned to contractual commitments, and that clients experience a consistent and professionally governed service relationship.
Whilst this is primarily an internally focused role, the Service Contract Manager will have a degree of client-facing responsibility — attending contract review meetings, supporting renewal conversations, and acting as a credible and commercially assured point of contact for contractual queries.
Required skills, experience and effective behavioursEssential- Demonstrable experience in a contract management, commercial management, or similar role within an IT services or managed services environment.
- Proven ability to manage a portfolio of contracts, maintaining accurate records and ensuring all obligations are tracked and met.
- Experience managing contract renewals, change control processes, and — ideally — structured contract exits.
- Solid understanding of SLA and KPI frameworks and how they translate into contractual obligations and commercial consequences.
- Experience working with Finance teams on billing accuracy, cost tracking, and commercial reporting.
- Highly organised and detail-oriented, with the ability to manage a complex contract portfolio without allowing anything to fall through the gaps.
- Commercially literate, with a clear understanding of margin, cost-to-serve, and the financial mechanics of managed service contracts.
- Confident and credible in client-facing situations, able to represent Conscia's contractual position clearly and professionally.
- Strong written and verbal communication skills, with genuine legal literacy — the ability to read, interpret, and apply contract terms including SLA definitions, limitation of liability provisions, exclusion clauses, and service credit schedules, and to produce clear, professionally constructed written correspondence to support contract disputes and commercial negotiations.
- Proactive and self-managing, with the ability to work independently and prioritise effectively across a varied workload.
- Collaborative and relationship-focused, able to build trust with internal stakeholders and clients alike.
Nice to have- Experience working within an ITIL-aligned service organisation, with an understanding of how service management processes underpin contractual delivery.
- Familiarity with IT managed services contract structures and commercial models.
- Exposure to contract management tooling or CRM platforms used to administer service agreements.
- Experience working within a Cisco partner or technology reseller environment.
- A relevant qualification in contract management, commercial management, or a related discipline (e.g. IACCM/WCCA, CIPS, or equivalent).
- A legal background or qualification — such as an LLB, GDL, Legal Practice Course, or equivalent commercial legal experience — would be a strong differentiator, particularly given the importance of applying contractual protections accurately in disputes and service credit challenges.
Success Measures- Contract register maintained accurately and in full, with no missed renewal dates, notice periods, or contractual milestones.
- All contract changes documented and approved through the formal change control process, with a clear and auditable change history in place.
- Billing accuracy maintained across the portfolio, with discrepancies identified and resolved promptly.
- Renewals initiated and concluded in a timely manner, with commercial outcomes that protect margin and client retention.
- Positive feedback from internal stakeholders on the clarity, accuracy, and usefulness of contract guidance and commercial reporting.
- Client-facing interactions handled professionally, with clear and confident representation of Conscia's contractual position.
- Exclusion clauses and liability provisions documented and actively applied in disputes, with no contractual protections overlooked.
- Service credit calculations accurate and applied promptly; any unwarranted client deductions challenged in writing with clear contractual justification.
Contract administration and governance- Own and maintain a live, comprehensive contract register covering all managed service agreements, subcontracts, third-party supplier arrangements, software licences, and vendor licences - recording key dates, renewal deadlines, SLA thresholds, exit provisions, notice periods, and commercial obligations for every entry. The register must be kept sufficiently current that no contract, licence, or subcontract can expire or auto-renew without adequate advance notice being given to the Head of Service Governance and relevant stakeholders.
- Ensure all managed service contracts are operated in strict accordance with their agreed terms, acting as the internal reference point for any contractual query or dispute.
- Maintain a forward-looking view of the contract portfolio, proactively flagging upcoming renewal dates, break clauses, notice period deadlines, and contractual milestones to the Head of Service Governance and relevant stakeholders with sufficient lead time.
- Ensure contract documentation is complete, version-controlled, and securely stored in line with Conscia's internal standards and any applicable regulatory requirements.
Commercial management- Monitor the commercial performance of the managed service contract portfolio, tracking margin, cost-to-serve, and billing accuracy across all agreements.
- Identify and escalate instances of margin erosion, billing discrepancies, scope drift, or unrecovered costs to the Head of Service Governance in a timely manner.
- Support the Head of Service Governance with regular commercial reporting on the contract portfolio, providing clear, data-driven insight on financial performance, risk exposure, and renewal pipeline.
- Work with Finance to ensure invoicing is accurate, timely, and fully aligned to contractual terms, resolving any billing queries or discrepancies promptly
SLA and service credit management- Own the calculation and application of service credits across the managed service portfolio, ensuring credits are accurately computed in line with contractual SLA definitions and applied to the correct billing periods without delay.
- Where clients raise service credit deductions that are not supported by the contract — whether due to misapplication of SLA definitions, incorrect measurement periods, or exclusion provisions — prepare and issue a clear, professional written challenge, citing the specific contractual terms and any applicable exclusions, excusable delays, or force majeure provisions.
- Maintain a record of all service credit events, challenges issued, and outcomes, using this data to identify patterns and inform future contract design.
- Work with the Head of Service Governance and Finance to ensure that service credit exposure is reflected accurately in commercial reporting and margin analysis.
Exclusion and liability clause management- Conduct structured reviews of each managed service contract to identify and document applicable exclusion clauses, liability caps, service credit schedules, excusable delay provisions, and force majeure clauses, ensuring these are understood and accessible to the Head of Service Governance and operational teams.
- Ensure that contractual protections — including exclusions, liability limitations, and force majeure provisions — are actively deployed in disputes and commercial negotiations rather than overlooked, and that Conscia's position is clearly articulated in any written correspondence.
- Flag contracts where Conscia's exposure is disproportionate, where liability caps are absent or insufficient, or where exclusion clauses are ambiguous, recommending remediation through renegotiation or amendment at the earliest appropriate opportunity.
Change control- Own the formal contract change control process, conducting clear in-scope vs. out-of-scope assessments for all proposed service changes, pricing commercial variations accurately, and ensuring that nothing proceeds — whether operationally or commercially — without formal written authorisation from the appropriate authority.
- Work with the Lifecycle Services Manager and Service Operations Manager to ensure that operationally-driven changes are correctly captured through the contract change control process, preventing unmanaged scope creep.
- Maintain a clear and auditable change history for every managed service contract, ensuring that the current contracted position is always unambiguous.
Subcontractor and third party management- Track and manage all subcontractor, supplier, and software licence renewals across the managed service portfolio, ensuring sufficient lead time is built in ahead of each expiry date to allow for renegotiation, rebidding, or replacement where necessary.
- Proactively engage subcontractors and vendors in advance of renewal deadlines — not simply flagging them when they are imminent — to ensure Conscia retains commercial leverage and continuity of supply.
- Maintain clear records of all subcontractor and supplier obligations, performance standards, and commercial terms within the contract register, ensuring these are aligned to and do not conflict with the corresponding client-facing agreements.
- Identify and escalate any instances where subcontractor or supplier performance, pricing, or terms create risk to Conscia's ability to meet its contractual obligations to clients.
Contract renewals & exits - Manage the end-to-end renewal process for managed service contracts, ensuring renewals are initiated well in advance of expiry and progressed in a structured, timely manner.
- Prepare renewal packs and commercial summaries to support the Head of Service Governance and Sales in client renewal and renegotiation conversations, drawing on contract performance data, SLA history, and margin analysis.
- Manage structured contract exits where agreements are terminated, ensuring notice periods are honoured, final commercial positions are resolved, and all contractual obligations are met through to the point of exit.
- Maintain lessons learnt from renewal and exit activity, feeding insights back to the Head of Service Governance to inform future contract design and commercial terms.
New contract onboarding support - Work alongside the Lifecycle Services Manager to ensure new managed service contracts are correctly set up in the contract register from point of signature, validating that all commercial terms, SLAs, KPIs, and obligations are accurately captured before service commencement.
- Review new contracts prior to onboarding to identify any ambiguous, missing, or commercially risky terms, raising concerns with the Head of Service Governance before the service goes live.
- Ensure that the operational teams — including Service Operations and the Lifecycle Services Manager — are fully briefed on the contractual obligations and commercial terms of each new contract at the point of handover.
Client-facing engagement - Attend client contract review meetings as required, representing Conscia's contractual position with confidence and professionalism.
- Act as a credible and commercially assured point of contact for clients on contract-related queries, change requests, and renewal discussions, escalating to the Head of Service Governance where decisions exceed delegated authority.
- Support the Head of Service Governance in preparing for and conducting formal contract governance meetings, including providing commercial analysis, performance summaries, and position papers as required.
Stakeholder engagement - Act as the internal point of reference for contract queries across the business, providing clear, evidence-based guidance to Service Operations, Finance, Sales, and Legal on contractual obligations, entitlements, and risk.
- Partner with Sales and Presales during the pre-contract phase to review commercial terms, flag contractual risk, and ensure that agreed terms are deliverable and commercially sound before signature.
- Build strong working relationships across the Service Governance team, contributing to a joined-up approach to contract governance, client satisfaction, and commercial performance.
We constantly review our benefits package to ensure our people are enabled to effectively fulfil their roles. Our current benefits package includes:
- 25 days of annual leave, plus bank holidays and a buy/sell holiday scheme where you can buy/sell up to 5 days each year
- A day off for your birthday
- Flexible working
- Up to 40 days of occupational sick pay
- Life assurance
- Private healthcare
- Electric vehicle lease scheme
- Bicycle purchase scheme
- Enhanced maternity and paternity pay
- Voucher rewards through YuLife
- A positive and supportive culture to help you bring your best self to work
- Ongoing support for your professional development
