Contract Manager

OVERVIEW OF POSITION

The Contracts Manager plays a key role in the successful initiation, roll-out, and execution of projects at CTG. The role oversees contracts throughout their lifecycle, from project mobilisation to ongoing performance monitoring, ensuring that contractual commitments are understood and integrated into service delivery. Contracts Manager ensures that KPIs, SLAs, and project timelines are clearly communicated and understood by all stakeholders and takes an oversight role to ensure the project stays aligned with the agreed parameters. The Contracts Manager works closely with Operations and Account Managers to monitor project performance, address contractual issues and support client satisfaction. Additionally, the Contract Manager is responsible for gathering client intelligence to support tailored proposals and strategies for business development, ensuring CTG’s services meet clients' evolving needs. The role also monitors contractual, financial and compliance performance, providing regular management reports and identifying risks and opportunities for improvement.

Role objectives

Contract Management & Project Kick-Off

· Lead and coordinate the transition from signed commercial agreements to project implementation, working closely with Business Development, Operations, Legal, Finance and relevant enabling functions.

· Own and lead CTG's Project Mobilisation Procedure, coordinating with relevant teams to ensure timely completion of mobilisation requirements, address risks and delays, and facilitate a structured handover to Operations.

· Ensure all project stakeholders understand and integrate the terms and conditions of the contract, translating them into specific service delivery KPIs and SLAs.

· Review and finalise project charters prepared by Business Development, ensuring that contractual terms, scope, deliverables, timelines, financials, KPIs, client’s key stakeholders, project risks and related mitigation measures are accurately and clearly communicated to the relevant teams.

· Communicate the project charter to all relevant CTG colleagues and ensure thorough understanding of what is and isn’t included in the agreement. Ensure CTG colleagues engage with the client stakeholders at the right level.

Contract Performance and Oversight

· Proactively monitor contract performance against agreed contractual obligations, KPIs, SLAs and deliverables, identifying compliance gaps and coordinating corrective actions with Operations.

· Act as the focal point for contractual matters and escalations, working closely with Operations and Account Managers, who remain responsible for day-to-day client relationships and service delivery.

· Work with Account Managers and Operations to identify service delivery gaps, coordinate corrective actions and monitor progress until resolution.

· Lead client feedback surveys, analyse results, share findings with Operations and monitor corrective actions to drive continuous improvement in client services

· Support client complaints and escalations at the global level. Coordinate with operations teams to close out client complaints and ensure continuous improvement of our services

· Develop and Implement a client engagement process for global, regional and country clients.

· Own and maintain the Project Contract Value Tracker, working with Finance and Operations to monitor contract values, COO/PO values, invoiced amounts, and contract utilisation, identifying discrepancies and flagging potential financial risks.

· Maintain an up-to-date contract register, proactively tracking contractual obligations, key milestones, compliance requirements, amendments, expiries and renewals.

Client Intelligence Gathering & Business Development Support

· Collect and share relevant client intelligence, feedback and contract performance insights to support Business Development and Operations in identifying opportunities for improvement and contract renewals.

· Assist the Business Development and Sales teams in identifying potential clients’ needs, ensuring proposals align with the client's most pertinent and up-to-date requirements.

· Ensure that the client database is up to date, including a comprehensive stakeholder map and a clear understanding of the client's strategic priorities and future staffing needs.

· Develop strategies to renew or deepen relationships with existing clients based on insights into their evolving needs and priorities.

Reporting and Documentation

· Prepare monthly contract performance reports, consolidating key operational, financial and compliance information, highlighting performance gaps, risks, corrective actions and matters requiring management attention.

· Maintain accurate documentation of all client interactions, agreements, KPIs, and project charters.

· Ensure that any lessons learned or improvements identified are documented and shared for future projects.

External CTG Partners

· Perform due diligence on CTG partners and Vendors, ensuring timely submission of registration, legal documents, and audit reports, and confirming compliance.

· Own and implement CTG’s partner and Supplier management process, including maintaining approved Supplier list.

Key competencies

Education : Bachelor’s degree in Business Administration, Project Management, International Relations, Contract Management or related field.

Experience : At least 3 years of relevant experience in contract management, project management, contract performance monitoring or commercial operations, preferably within international organisations or multi-country operations. Experience in working with international organizations (e.g., UN, NGOs) is a plus.

Competencies :

• Knowledge of procurement processes, service-level agreements, and contract compliance.
• Strong project management and organizational skills.
• Excellent communication skills, both written and verbal.
• Analytical thinking and problem-solving abilities.
• Ability to build strong client relationships and manage multiple stakeholders.
• Ability to work in a fast-paced, dynamic environment with a focus on results.
• Good understanding of contract financial performance, contractual compliance and risk management
• Strong analytical and reporting skills, with the ability to proactively identify issues and coordinate solutions across functions.