ISS Facility Services UK are seeking a proactive and commercially minded Head of Performance to lead and drive performance across a large, complex government contract.
Job Overview
This senior leadership role is critical to ensuring that contractual performance requirements are consistently met and exceeded. The Head of Performance will provide strategic oversight of performance management, using insight-led analysis to support effective decision making and continuous improvement across engineering, helpdesk and service centre teams.
Working closely with the client and internal stakeholders, the role will ensure strong alignment between operational delivery, performance reporting and system integration. A key focus will be on driving transparency, governance and service innovation while maintaining high standards of data quality and assurance.
Key Responsibilities
- Lead the delivery of all contract performance requirements, including KPI and SPI monitoring, analysis and reporting.
- Own contract performance analytics, management information and client reporting as part of the senior leadership team.
- Act as the primary point of contact for senior client stakeholders on performance reporting, transparency and governance.
- Lead and develop the account performance team, covering MI, data systems and tools, quality assurance, digital compliance and continuous improvement.
- Drive continuous improvement initiatives and service innovation using performance data and insight.
- Ensure high standards of data quality, governance and assurance in line with established operating standards and ways of working.
- Use performance insight to support operational, tactical and strategic decision making across the contract.
- Oversee and improve data alignment between client integrator platforms and internal CAFM and performance systems.
Person Specification
- Strong facilities management background with Total Facilities Management (TFM) knowledge and experience.
- Proven experience in performance management and leading high-performing teams within a commercial FM environment.
- Demonstrable experience managing contract performance, KPIs and commercial FM activities.
- Collaborative, proactive and commercially minded approach, with the ability to influence across multiple teams.
- Experience using CAFM systems; Maximo experience is desirable.
- Strong understanding of status management, job lifecycle flow within CAFM systems and API integration with client systems.
- Confident stakeholder manager with experience working closely with senior clients and internal teams.