We're now seeking a permanent, full time Business Improvement Manager to join our Dalkia Facilities team
The Business Improvement Manager drives operational excellence across FM contracts by analysing performance, optimising processes, and leading improvement initiatives that enhance service delivery, compliance, customer satisfaction, and commercial outcomes.
The role uses data, process improvement methodologies, and stakeholder engagement to drive continuous improvement across FM operations including maintenance, compliance, customer service, and contract performance.
Key Responsibilities
1. Process & Performance Improvement
- Map, review, and improve workflows
- Identify operational bottlenecks and implement actionable solutions.
- Strengthen use of CAFM systems to improve data quality, job accuracy, asset information and reporting capability.
- Embed continuous improvement practices that support cleaner processes, reduced rework, and consistent service performance.
2. Contract Performance, KPIs & Reporting
- Analyse contract KPIs, SLAs, NPS, audit data and customer feedback to identify trends and improvement opportunities.
- Work with the Data Team to build clear, insight-driven dashboards and reporting packs that support Contract Leads, Operations Managers, and client reviews.
- Track benefits, efficiencies, and improvements, ensuring stakeholders understand progress and risks.
3. Change Delivery Across Operations
- Lead improvement projects such as process redesign, customer experience enhancements, supply-chain improvements, and engineer process refinement.
- Support operational teams through change management training, engagement, communications, and embedding new procedures.
- Drive adoption of standardised processes across sites to ensure consistent delivery and compliance.
4. Cross-Functional Collaboration
- Work with Technical, BIS, CSC, QSHE, Procurement and Finance to ensure improvement initiatives are aligned with operational and commercial priorities.
- Partner with site leads and customer representatives to strengthen relationships and ensure improvements meet real operational need.
- Act as a connector between office-based teams and field engineers to reduce friction and improve end-to-end service flow.
5. Data-Led Insight & Continuous Development
- Conduct root-cause analysis to understand service failures, repeated issues, and structural inefficiencies.
- Use data to inform decisions on resourcing, asset strategies, supply-chain performance, and customer experience improvements.
- Promote a culture of continuous improvement across contracts encouraging innovation, new ideas, and operational best practice.
Skills & Competencies
- Strong understanding of operations, engineering workflows, CAFM platforms, and contract delivery.
- Excellent analytical skills, interpreting operational data into practical actions.
- Confident communicator able to influence engineers, managers, and clients.
- Skilled in process mapping, problem-solving and service optimisation.
- Comfortable leading improvement initiatives from concept through to sustained delivery.
- Ability to navigate fast-moving operational environments while maintaining strategic perspective.
Working for Dalkia gives you access to a wide variety of benefits including:
- Holidays - 25 days plus Bank Holidays plus option to purchase an additional 5 days leave every year
- Life assurance - 2x basic salary
- Flexible Benefits Scheme - including eye care voucher, store discounts for major retailers, salary sacrifice electric car vehicle lease scheme, personal IT equipment loans, impartial financial/savings guidance
- Access to wellbeing programme
- Company Sick Pay
- Employee recognition programmes which reward exceptional achievements
- Employee Referral bonus with generous bonuses for 'referring a friend'
- The opportunity to use one working day per year volunteering to help the local community
- Employee Assistance Programme - free, confidential 24/7 365 support on all lifestyle matters
Qualifications & Experience
- Experience in Facilities Management, Service Delivery, Contract Support, Performance Management or Operational Excellence.
- Working knowledge of PPM regimes, asset management, compliance frameworks, and reactive workflows.
- Familiarity with Lean, Six Sigma or continuous improvement principles (formal certification beneficial but not essential).
- Proven experience delivering measurable improvements in service delivery, performance or customer experience.
At Dalkia, we are committed to equity, diversity, and inclusion. We ensure that every applicant is treated fairly and respectfully throughout our selection process. If you require any adjustments, please inform us in confidence. Our talent acquisition team is here to assist you.
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