Performance Manager

Join Mitie – the future of high performing places.

ROLE: Performance Manager

HOURS: Monday to Friday – 40 hours

We’re looking for a proactive and capable Performance Manager to play a key role in the successful operation of the Newcastle Hospitals account. You will be responsible for monitoring and improving performance across a complex Facilities Management environment, ensuring KPI/SLA commitments are met and driving continuous service improvement.

As a key member of the Senior Leadership Team, you will influence operational delivery, support data‑led decision making, and strengthen contractual and financial resilience for this high‑profile healthcare contract.

What You’ll Be Doing

• Leading performance monitoring activities, including the Paymech model, and working closely with operational teams to resolve issues.
• Overseeing the Jeopardy Management framework to identify risks and maintain service excellence.
• Training, supporting and upskilling account teams on performance processes, reporting, and communication.
• Managing and enhancing controlled data management across CAFM systems, assets, and reporting.
• Producing high‑quality performance and operational reports for stakeholders, from site management to board level.
• Owning client communication regarding SLA failures, including mitigation and recovery planning.
• Acting as the central coordinator for business improvement, performance management, document management, and knowledge management.
• Overseeing Helpdesk operations and supporting the Facilities Helpdesk Supervisor.
• Representing Mitie at SPV and Trust performance meetings.
• Ensuring full understanding and monitoring of contractual and commercial obligations.

What We’re Looking For

Experience

• Strong background in Facilities Management, ideally within a PFI environment.
• Extensive experience with CAFM systems such as Concept or Maximo.
• Experience of document management systems, especially SharePoint.
• Exposure to both hard and soft FM operations.
• Knowledge of process improvement methods (e.g., Six Sigma desirable but not essential).
• Strong communication and problem‑solving skills.

Skills & Personal Qualities

• Advanced to expert‑level Excel skills (essential).
• Knowledge of SQL reporting and Power BI (beneficial).
• Analytical, numerate and process‑driven, with the ability to translate data into actionable insights.
• Technically minded with the ability to leverage IT solutions to improve performance.
• A clear, confident communicator able to build strong relationships at all levels.
• Calm, resilient and adaptable, able to manage shifting priorities and tight deadlines.

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