Contract Operations Manager

Position: Contract Operations Manager

Location: Milton Keynes (MK5)

Grade: RCS. L

Shift patterns: Monday-Friday. Day time hours (09:00-17:30)

Contract Type: Permanent (Full-Time)

Are you an experienced operations leader with a passion for delivering exceptional customer service, driving operational excellence, and leading high-performing teams? DHL is looking for a Contract Operations Manager to join our Finished Vehicle Solutions (FVS) business in Milton Keynes.

In this pivotal role, you will take ownership of the day-to-day operation, ensuring the safe, efficient, and cost-effective delivery of services for one of the UK's leading finished vehicle logistics networks. Working closely with customers, stakeholders, and operational teams, you will drive performance, champion continuous improvement, and ensure service excellence across all areas of the contract. If you thrive in a fast-paced environment, have a strong commercial mindset, and are passionate about developing people and delivering results, we'd love to hear from you.

✅A TYPICAL DAY MAY INVOLVE

Lead and develop a multi-site customer service and operational team, overseeing recruitment, performance management, employee engagement, succession planning, and HR processes to drive a high-performing culture

Deliver exceptional customer service to Volkswagen Group employees, acting as the senior escalation point for customer complaints, service issues, and operational challenges

Manage the overall VWG service delivery, ensuring compliance with contractual obligations, service levels, operational processes, Safe Systems of Work (SSOW), quality standards, and Health & Safety requirements

Build and maintain strong customer and stakeholder relationships through regular operational reviews, account meetings, site visits, and collaboration with internal departments and external suppliers

Drive continuous improvement, innovation, and operational excellence initiatives, identifying efficiencies, enhancing service offerings, and implementing process improvements across the account

Oversee account performance and commercial management, including financial monitoring, invoice approval, contract compliance, proposal writing, business case development, and supplier performance management

Lead business communications, reporting, and governance activities, analysing performance data, sharing insights, coordinating operational meetings, and ensuring effective stakeholder engagement

Manage business continuity, system changes, facilities, and operational risk, proactively resolving issues and ensuring the seamless delivery of services across Milton Keynes and Crewe operations

✅THIS ROLE WOULD SUIT PEOPLE WHO

Proven experience in a customer-facing operational leadership role is essential

Excellent communication skills - Verbal and written

stakeholder management skills

Able to confidently present information to clients and senior stakeholders

Demonstrable experience in leading and supporting Continuous Improvement (CI), Health & Safety, Business Continuity Management (BCM), and employee engagement initiatives within a fast-paced business environment

Have a proactive and forward-thinking approach, with strong planning, organisational, and problem-solving skills

Automotive industry experience is highly desirable

Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook

✅WHY JOIN US?

Free on-site parking

33 days annual leave

Join our generous pension scheme and benefit from an 8% employer contribution, alongside a 4% employee contribution

Free confidential 24/7 GP consultations

Hundreds of retail and lifestyle discounts

Affordable loans, savings schemes and free mortgage advice

Visit https://careers.dhl.com/global/en/working-at-dhl-supply-chain to learn more

✅WHO WE ARE

We're the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.

✅BUILDING AN INCLUSIVE WORKPLACE

At DHL, we're all about creating a workplace where everyone's skills and experiences matter, and where you can be your true self every day.

Please be aware that interviews are provisionally scheduled to take place during the week commencing the 27th July. Applications received after this date may not be considered but will be added to our talent pool for future opportunities, subject to your consent. Please also be aware that we review applications continuously and where we have a large number of applications the application period may close ahead of the provisional interview date. To ensure your application is considered we recommend submitting it as early as possible.

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