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
- Incident & Problem Management
- Change Management
- Inventory Management
- Capacity Management

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.
- Identify operational improvement

📌 Client Contract Manager (Settimo Milanese)
🏢 Tech Mahindra
📍 Settimo Milanese