Contract Operations Coordinator

About This Role

1.Contract Implementation & Lifecycle Management

• Act as the operational interface during deployment and onboarding across all parties.
• Oversee the end‑to‑end contract lifecycle, including drafting, reviewing, tracking, and archiving agreements.
• Ensure all contracts comply with internal policies, regulatory requirements, government specific requirements and organizational standards.
• Translate contract requirements into operational processes and deliverables.
• Coordinate with Legal, Finance, Procurement, and other relevant teams service activation, onboarding, access provisioning, and ensure timely contract approvals.
• Support negotiations by preparing documentation, summaries, and risk assessments as needed.
• Maintain full documentation traceability for audit purposes

2. Operational Phase

Government Customer Coordination

• Serve as the primary operational contact for the governmental customer.
• Represent the 1st provider (O&S) in operational meetings, reviews, committees, and audits.
• Ensure communication meets governmental formality and traceability requirements

3. Purchase Order (PO) & Financial Flow Management

• Ensure customer purchase orders are accurately processed (order acknowledgement, confirmation and updates)
• If a back-to-back order needs to be triggered to a subcontractor, validate its scope, pricing, and timelines before issuing to subcontractor.
• Track PO acceptance, fulfillment, and invoicing.
• Maintain audit-ready PO documentation.
• Coordinate with procurement and finance teams to ensure compliance
• Propose updates to contract annexes for services and goods to ensure they reflect the evolving scope of transactions. Service management: Incident, Claims, Issue, Escalation Management, Change Request and Support Coordination
• Manage incident and claims responses. Assess incoming issues, incident, claims, categorize them, prioritize and dispatch them to the appropriate department for resolution.
• Track progress of escalated issues, problems and incidents and ensure timely follow‑up until closure.
• Identify recurring operational problems and support root‑cause analysis and process improvement initiatives.
• Manage change request process and coordination
• Maintain clear communication with stakeholders regarding issue status, timelines, and outcomes.
• Conduct monthly Support meetings with customer and invite 2nd provider service provider (key support actors) and escalate on any matters that require urgent attention
• Provide monthly summary report on service and support performance and share this with the stakeholders (customer and management of 2nd provider).

4.Cross Functional Collaboration

• Facilitate communication between Operations, Legal, Finance, Sales, and other departments to ensure alignment.
• Support internal meetings by preparing agendas, documentation, and follow‑up action items.
• Contribute to the development and refinement of operational workflows and contract‑related processes

5.Documentation, Governance & Audit Readiness

• Maintain updated operational documentation (processes, catalogs, logs).
• Prepare regular reports on contract status, operational issues, and departmental performance indicators.
• Support internal and governmental audits with complete evidence packages.

6 . Service Performance & Continuous Improvement

• Monitor end-to-end service performance.
• Prepare performance dashboards, SLA reports, KPI summaries, and risk logs.
• Drive corrective actions and service improvement plans.
• Support continuous improvement by leveraging insights from claims and customer feedback.
• Support contract renewals, scope changes, and service evolution discussions.

Education:

• Bachelor’s degree in business administration, Public Administration, Operations, Contract Management, or equivalent.

Experience:

• Experience with governmental customers
• Fluency in Arabic and English is mandatory

Skills & Competencies

• Strong communication skills in Arabic and English.
• Excellent coordination across internal teams and subcontractors.
• High-quality documentation and audit-traceability discipline.
• Understanding of SLA, KPI, incident, and change management.
• Ability to lead cross‑functional investigations and drive root causes identification.
• Process orientation – committed to improving workflows and ensuring compliance.
• Quality & Compliance: Knowledge of QMS, CAPA, and documentation standards
• Proficiency with ticketing systems (ServiceNow) and ERP (SAP) experience is a plus

Soft Skills:

• High integrity and respect for confidentiality.
• Professional and structured working style.
• Proactive, solution-oriented, and accountable.
• Culturally aware and able to interact effectively in Albania governmental environments is a plus.