Service Contracts Manager

Service Contracts Manager Location: Field‑based – East Region Job Type: Full Time, Permanent The Impact You Will Have As a Service Contracts Manager at Arjo, you will play a key role in managing and retaining service contracts and key accounts across the East Region. Reporting to the Regional Service Manager, your focus will be on maximising revenue and margin through effective contract management, strong customer relationships, and close collaboration with both Sales and Service Operations. You’ll ensure that our customers receive outstanding service, that contracts run efficiently, and that commercial opportunities are identified and converted. We’re looking for a driven individual with strong commercial and service experience gained within a healthcare environment. Experience in the medical technology sector is essential, with Field Service Engineer experience and team leadership exposure considered advantageous. You’ll combine attention to detail with confident communication—comfortable analysing service, compliance and financial data, negotiating contracts, and engaging with stakeholders ranging from clinical staff to senior leaders. This role is ideal for someone organised, analytical, and commercially focused, with strong Microsoft Office skills and a passion for delivering customer excellence. Key Duties & Responsibilities Implement new contract awards and establish systems to ensure effective contract and business management. Develop and maintain Key Account Plans to maximise business potential within contracted accounts. Work closely with Area Operations Managers and Area Sales Managers to ensure all contracts operate in line with SLAs. Capture and facilitate invoicing for contract activity, including the implementation of RPIs. Prepare and communicate all implementation documentation and account summaries to key stakeholders. Act as the primary liaison for the Area Operations Team during implementations and the main customer contact throughout setup. Ensure all contract setup documentation is accurate and that central databases are fully updated. Set invoice and contract information with Service and Central Administration teams and other relevant stakeholders. Monitor contract performance, service delivery, management information and invoicing—ensuring early identification and resolution of issues. Support contract reviews and amendments as required, serving as a key contact for account personnel. Provide management information and reporting for contracted customers and key service accounts. Deliver account analysis as requested by the Regional Service Manager. Maintain up‑to‑date contract information within central systems and liaise with Finance regarding invoicing and credit control. Work with Sales and Operations Managers to develop and implement a regional contract and service strategy. Assist in winning new service and contract business and support the tender process when required. Ensure consistent management of contract provisions across all functions. Utilise SAP, Power BI and other IT systems to create accurate, meaningful customer reports. Identify and develop opportunities to expand products and services within accounts. Ensure customer care standards are met or exceeded. Provide accurate weekly, monthly, quarterly and annual service revenue forecasts. Collaborate with the service contract administration team to ensure contract renewals are issued and updated in a timely manner. Adhere to all company policies, procedures and standards. Skills & Competencies In‑depth understanding of business processes with the ability to identify, investigate and explain variances in service delivery, compliance, financial data, and account history. Strong analytical and negotiation skills with proven experience in contract negotiation, resolving commercial issues, and presenting actionable contract management information. Excellent interpersonal and communication skills, capable of engaging customers in presentations, demonstrations and complex discussions with professionalism and clarity. High proficiency in Microsoft Office (Excel, Word, PowerPoint) with the ability to analyse data, produce reports and communicate insights effectively. Business development and pipeline management experience, with the ability to identify growth opportunities and support commercial strategy through proactive customer engagement.