Client Contract Manager

Role Purpose The Client Contract Manager (CCM) is responsible for managing the end-to-end lifecycle of assigned client contracts, ensuring operational excellence, contractual compliance, customer satisfaction, and profitable account growth. The CCM acts as the primary post-sales governance owner, driving collaboration across delivery, commercial, finance, operations, and client stakeholders. The role focuses on optimizing Request-to-Cash processes, managing contract obligations, supporting business growth, and ensuring successful service delivery throughout the contract lifecycle. For smaller accounts, the CCM may assume overall account leadership responsibilities, including governance, profitability management, and client relationship ownership.

Key Responsibilities
1. Contract Solution Design & Transition
• Assess and qualify customer requirements related to service delivery and operational processes.
• Support pre-sales and bid teams in solution design activities.
• Contribute to pricing, resource planning, staffing forecasts, and service governance models.
• Develop service management frameworks aligned with customer and business requirements.
• Participate in customer presentations, solution discussions, and contract negotiations.
• Lead handover activities from Sales to Delivery upon contract award.
• Ensure smooth transition into steady-state operations. 2. Service Creation & Process Management Contract Setup
• Design and document operational processes for:
• Request Management
• Quotation Management
• Order Management
• Service Provisioning
• Incident & Problem Management
• Change Management
• Inventory Management
• Capacity Management
• Billing & Revenue Assurance Process Governance
• Ensure end-to-end process consistency across all stakeholders.
• Standardize operational procedures whenever possible.
• Implement best practices and process improvements.
• Define RACI models, escalation matrices, and governance frameworks.
• Secure approvals from all relevant internal stakeholders. Continuous Improvement
• Identify operational improvement opportunities.
• Drive automation and service optimization initiatives.
• Improve productivity, service quality, and customer experience.
• Support implementation of new products, tools, and platforms. Vendor Management
• Manage third-party vendor activities related to assigned contracts.
• Define vendor governance models and operational processes.
• Monitor service performance and contractual compliance.
• Drive continuous improvement initiatives with vendors. 3. Client Engagement & Governance
• Own customer governance throughout the contract lifecycle.
• Establish regular operational, service review, and executive governance meetings.
• Manage customer communications and stakeholder engagement.
• Ensure SLA and KPI commitments are achieved.
• Lead risk identification and mitigation activities.
• Manage escalations and critical service issues.
• Ensure contractual obligations are fulfilled.
• Coordinate with global delivery and support teams. 4. Account Management & Growth
• Maintain overall accountability for successful contract delivery.
• Support account strategy execution.
• Drive customer satisfaction and retention.
• Identify upsell and cross-sell opportunities.
• Lead low-to-medium complexity organic growth initiatives.
• Support change requests, service expansions, and contract renewals.
• Track commercial performance and profitability.
• Contribute to P&L management for assigned accounts. Education & Certifications Required
• Bachelor's Degree in Business Administration, Engineering, Information Technology, Telecommunications, or related field.
• Minimum 5 years of customer-facing experience within Telecom, IT Services, Managed Services, or Digital Transformation environments. Preferred Certifications
• ITIL Foundation
• PMP / PRINCE2
• Agile Certification (Scrum / SAFe / Agile Practitioner)
• Six Sigma Green Belt
• IT Service Management Certifications Experience Required
• Minimum 5+ years in Client Contract Management, Service Delivery, Account Management, or Customer Success roles.
• Experience managing global and geographically distributed teams.
• Experience handling medium to large enterprise customers.
• Strong background in telecom, managed services, cloud, network, or digital transformation projects.
• Experience managing client governance at management and executive levels.
• Proven track record in operational excellence and service improvement initiatives. Why Join Tech Mahindra At Tech Mahindra, the Client Contract Manager plays a strategic role in ensuring exceptional customer experience, operational excellence, and sustainable business growth. The position offers exposure to global customers, leadership opportunities, and participation in large-scale digital transformation and managed services programs across multiple industries.