This role oversees contracts throughout their lifecycle, from project mobilization to ongoing performance monitoring, ensuring that contractual commitments are understood and integrated into service delivery. The 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 role also monitors contractual, financial and compliance performance, providing regular management reports and identifying risks and opportunities for improvement.
Responsibilities
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 finalize 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
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, analyze 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 utilization, identifying discrepancies and flagging potential financial risks
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Maintain an up-to-date contract register, proactively tracking contractual obligations, key milestones, compliance requirements, amendments, expiries and renewals
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
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
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
Requirements
Bachelor’s degree in Business Administration, Project Management, International Relations, Contract Management or related field
At least 3 years of relevant experience in contract management, project management, contract performance monitoring or commercial operations, preferably within international organizations or multi-country operations
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
Nice to have:
Experience in working with international organizations (e.g., UN, NGOs)
About the Company
CTG plays a key role in the successful initiation, roll-out, and execution of projects.
