Performance & Innovation Lead
Location: London
Full-time | Permanent
Reports to: Account Director
About the Role
We’re looking for a driven Performance & Innovation Lead to oversee performance, quality, and continuous improvement across a key contract. This is a pivotal role focused on ensuring delivery against contractual KPIs and the Wates Operating Framework, while driving innovation and operational excellence.
You’ll be responsible for producing high‑quality management information (MI), leading audits across multiple delivery streams, and championing continuous improvement initiatives to maximise service performance.
Key Responsibilities
- Performance & Compliance
- Manage legal and statutory compliance across the contract
- Ensure delivery aligns with KPIs, SLAs, and the Wates Operating Framework
- Conduct audits across operational, statutory, ACT, and value‑add delivery streams
- Reporting & MI
- Produce and deliver accurate monthly reporting within agreed timeframes
- Manage and submit contract MI across internal and client systems
- Deliver ad hoc reporting as required
- Continuous Improvement
- Own and drive the contract improvement plan
- Chair regular steering groups with SMEs, including sustainability and environmental teams
- Identify opportunities to improve efficiency, performance, and service delivery
- Team & Operational Leadership
- Manage and develop the administration/helpdesk function
- Monitor team performance, including exception reporting
- Support team development and maximise productivity
- Operational Delivery
- Support day‑to‑day operational delivery in line with best practice
- Ensure all work is delivered in compliance with contractual and governance requirements
About You
Experience & Knowledge
- Proven experience in a performance or quality management role
- Background in Facilities Management (hard services desirable)
- Experience working with CAFM systems and KPI/SLA‑driven contracts
- Strong understanding of operational delivery and compliance
Skills
- Highly organised with strong attention to detail
- Strong analytical and reporting skills
- Effective communicator with the ability to influence stakeholders
- Proactive, solutions‑focused, and results‑driven
- Excellent planning and time management abilities
Qualifications
- Strong experience in a similar role
- Proficient in Microsoft Office (Excel, Word, PowerPoint)
- CAFM systems experience (e.g. Concept, FSI GO) preferred
Leadership & Behaviours
We’re looking for someone who puts the customer at the heart of everything they do, challenges the status quo and drives innovation, collaborates effectively and builds strong relationships, takes ownership and delivers results, and demonstrates resilience and a commitment to continuous improvement.
What You’ll Get
- The opportunity to shape and improve service delivery across a key account
- A collaborative and forward‑thinking team environment
- Career development and progression opportunities
Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant’s criminal record or the details of any disclosed offences. Additionally, certain roles may be subject to additional pre‑employment checks.
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