• Lead, manage, and inspire a team of engineering service professionals to deliver efficient, high quality service. • Develop and implement service strategies that drive business growth and improve customer satisfaction. • Monitor, analyse, and improve service performance metrics, taking proactive corrective action where required. • Maximise utilisation and operational effectiveness of the field engineering team. • Oversee recruitment, onboarding, training, supervision, and ongoing development of team members. • Conduct performance reviews, coaching, and provide regular feedback to support team growth. • Foster a collaborative, accountable, customer focused, and inclusive team culture. • Ensure delivery of all contractual commitments on time and within agreed scope. • Build and maintain strong relationships with end customers to ensure exceptional service outcomes. • Manage and resolve customer issues using formal complaint management tools. • Collaborate effectively with internal stakeholders including Service Account Managers, Coordination & Spares Team, Technical Support (Level 1–4), Field Service Engineers, QHSE, Project Managers, and European Operations teams. • Identify opportunities to expand service offerings and support proposal development alongside Account Managers and Sales Support. • Maintain accurate and up to date service documentation, procedures, manuals, and reports. • Ensure compliance with Health & Safety, QHSE, and quality standards. • Stay current with new technologies, service offerings, and industry developments. • Demonstrate ethical leadership aligned with the company’s Code of Conduct. • Travel to customer sites across the UK, with occasional international travel as required.

• Reporting directly to the Regional Manager, and as the 'head of' the home, you’ll lead a dedicated team in providing exceptional care and creating a warm, supportive environment for residents, families, and staff. • Find the best way forward for our residents and people • Run a tight ship - maintaining efficiency and operational safety • Keep the lights on and making sure revenue targets are met • Inspire your team to perform and grow • Build ties with the community to everyone’s benefit

• Own talent acquisition end to end. Scope briefs with cluster heads and onshore hiring managers, source through Naukri and LinkedIn Recruiter, screen, and roll out offers within agreed bands. You hold a point of view on briefs and reshape them when needed. • Launch Contour's employer brand in India from scratch. LinkedIn, AmbitionBox, Glassdoor, Naukri: you’ll grasp what we stand for, shape it with us, and own how the India story gets told. • Set up a campus hiring program. Identify target colleges, build placement cell relationships, represent Contour at hiring drives. Run it from a low base in year one. • Advise on team-level people decisions. Performance conversations, restructures, and exits within cluster heads' teams. You arrive with a recommendation and run point on execution, bringing in the HR advisor for legal review where needed. • Partner with onshore P&C. You report to the Head of India Operations and work closely with our Chief Experience Officer (Head of P&C across the group) on wording, playbooks, and policy alignment. They set standards; you localize for India. • Run HRIS and ATS operations. Configure and optimise Zoho Recruit (ATS) and Rippling (HRIS), and report from them. • Coordinate the external HR advisor and L&D freelancer. Brief them, hold them to deliverables, integrate their work into your function. • Hire and lead your team. Add reports as volume justifies. You are accountable for outputs. If a better tool exists for something we are doing manually, make the case and we will back it.

• Own and lead complex renewal and contract negotiations for strategic and upmarket customers, ensuring clarity, accuracy, and positive outcomes • Partner with Strategic Account customers to understand their goals, challenges, and investment priorities, aligning contracts to business value • Collaborate with Sales, Customer Success Managers, Legal, and senior stakeholders to execute renewals smoothly and resolve complexity • Maintain accurate renewal forecasts and lead pipeline reviews, improving predictability and consistency • Deliver best-in-class service to enterprise customers (200+ employees), balancing customer advocacy with commercial outcomes • Mentor and support other Contract Managers through coaching, best-practice sharing, and informal leadership • Contribute to process improvements, playbooks, and pilots that scale impact across Contract Management and Customer Success • Support strategic initiatives and cross-functional projects that evolve how HubSpot manages upmarket renewals