Head of Operational Service Centre

ISS Facilities Services; Coleshill Heath; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

ISS Facilities Services in Solihull is seeking a Head of Operational Service Centre to provide strategic leadership for a major government contract. Reporting to the Managing Director, you will ensure the service centre delivers a high-quality, compliant operation that supports excellent customer outcomes and contractual performance.

You will shape how work is planned, prioritised and monitored across the contract, embedding service excellence and continuous improvement.

Qualifications

• Experience leading an operations or service centre.
• Strong stakeholder and interface management.
• Ability to manage demand, capacity and resources.

Responsibilities

• Lead the Operational Service Centre, overseeing helpdesk, triage, planning, scheduling, dispatch, work-order management and FM support services.
• Manage end-to-end work-order lifecycle from planning to billing readiness.
• Interface between customers, site teams, Facilities Managers, engineers, subcontractors and account leadership.
• Lead demand, capacity and resource planning to prioritize workloads.
• Drive SLAs, KPIs and customer outcomes, and oversee performance recovery.
• Ensure governance, compliance and data accuracy in FM systems.
• Provide operational insight via management information to identify trends and risks.
• Lead resilience, incident response and continuous improvement initiatives.

Job description

We are seeking a Head of Operational Service Centre to provide strategic leadership and direction for the Operational Service Centre supporting one of ISS UK's largest and most complex government contracts. Reporting to the Managing Director, you will be responsible for ensuring the service centre delivers a high-quality, efficient and compliant operation that supports excellent customer outcomes, operational delivery and contractual performance.

Job Description

In this role, you will shape how work is planned, prioritised, coordinated and monitored across the contract, embedding service excellence, customer focus and continuous improvement. By bringing together people, processes, technology and data, you will ensure the Operational Service Centre provides the insight, control and responsiveness required to support a high-performing FM operation.

Key Responsibilities

Lead the Operational Service Centre, overseeing helpdesk, triage, planning, scheduling, dispatch, work-order management and FM support services.

Manage the end-to-end work-order lifecycle for planned, reactive and remedial activity through to closure and billing readiness.

Act as the key interface between customers, site teams, Facilities Managers, engineers, specialist service lines, subcontractors and account leadership.

Lead demand, capacity and resource planning to ensure workloads are effectively prioritised and aligned to operational capability.

Drive achievement of contractual SLAs, KPIs and customer outcomes, maintaining oversight of performance and service recovery.

Ensure robust operational controls, governance and compliance, maintaining data accuracy and completion records within FM systems.

Provide operational insight through management information, identifying performance trends, risks and improvement opportunities.

Lead operational resilience, critical incident response and continuous improvement initiatives, including process simplification, technology adoption and service transformation.

Proud member of the Disability Confident employer scheme

Head of Operational Service Centre

Company: ISS Facilities Services Hours: Full-time Location: B37 7YN Working pattern: Hybrid - 2 days remote Job type: Permanent Posting date: 23 Oct 2026 Closing date: 22 Nov 2026

Summary

Head of Operational Service Centre

Contract: Government

Location: Solihull , B37 7YN

Hours of work: 40

Contract Type: Permanent

We are seeking a Head of Operational Service Centre to provide strategic leadership and direction for the Operational Service Centre supporting one of ISS UK's largest and most complex government contracts. Reporting to the Managing Director, you will be responsible for ensuring the service centre delivers a high-quality, efficient and compliant operation that supports excellent customer outcomes, operational delivery and contractual performance.

Job Description

In this role, you will shape how work is planned, prioritised, coordinated and monitored across the contract, embedding service excellence, customer focus and continuous improvement. By bringing together people, processes, technology and data, you will ensure the Operational Service Centre provides the insight, control and responsiveness required to support a high-performing FM operation.

Key Responsibilities

Lead the Operational Service Centre, overseeing helpdesk, triage, planning, scheduling, dispatch, work-order management and FM support services.

Manage the end-to-end work-order lifecycle for planned, reactive and remedial activity through to closure and billing readiness.

Act as the key interface between customers, site teams, Facilities Managers, engineers, specialist service lines, subcontractors and account leadership.

Lead demand, capacity and resource planning to ensure workloads are effectively prioritised and aligned to operational capability.

Drive achievement of contractual SLAs, KPIs and customer outcomes, maintaining oversight of performance and service recovery.

Ensure robust operational controls, governance and compliance, maintaining data accuracy and completion records within FM systems.

Provide operational insight through management information, identifying performance trends, risks and improvement opportunities.

Lead operational resilience, critical incident response and continuous improvement initiatives, including process simplification, technology adoption and service transformation.

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.

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