Operational Performance Manager

Gabrielle Naptali Artist; England; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A facilities management company seeks an Operational Performance Manager to lead the monitoring and analysis of service delivery across multi-site contracts. Responsibilities include evaluating operational performance, preparing reports, and implementing performance improvement plans. Candidates should have proven experience in facilities management, strong analytical skills, and the ability to enhance service efficiency. This role requires on-site presence with some regional travel.

Qualifications

• Proven experience managing operational or contractual performance in facilities management.
• Strong analytical and reporting skills with proficiency in Microsoft Excel.
• Experience developing performance improvement plans.

Responsibilities

• Monitor and evaluate operational performance across the region.
• Prepare detailed performance reports for management.
• Support operational teams to maintain service delivery standards.
• Lead investigations into underperformance and coordinate recovery plans.
• Oversee supplier reporting and ensure obligations are met.

Skills

Operational performance management

Analytical skills

Communication skills

Reporting skills

Supplier performance management

Problem-solving

Commercial awareness

Tools

Microsoft Excel

Job description

Operational Performance Manager | South East

Location: High Wycombe, Brize Norton or West Byfleet

Contract: Permanent, Full-time

Salary: Up to £45,000

Role Purpose

The Operational Performance Manager will lead the monitoring, analysis and improvement of service delivery across a large, multi-site facilities management contract. The role is responsible for interpreting operational data, identifying performance trends and ensuring compliance with contractual standards. Working closely with delivery teams, suppliers and client representatives, the post-holder will drive consistent service quality, promote accountability and embed a culture of continuous improvement.

Key Responsibilities

• Monitor and evaluate operational performance across the South East region, analysing key metrics, trends and compliance levels.
• Prepare detailed performance reports for management and client meetings, highlighting risks, variances and improvement actions.
• Support operational teams to maintain service delivery standards in line with KPIs and SLAs.
• Lead investigations into underperformance, coordinate recovery plans and ensure corrective actions are implemented and sustained.
• Oversee supplier reporting and reviews, ensuring contractual obligations are met and improvement measures delivered.
• Identify and implement opportunities for efficiency, cost savings and service enhancement.
• Benchmark regional performance, share best practice and contribute to the development of new performance tools and processes.
• Build strong working relationships with internal teams, suppliers and client representatives to maintain a collaborative and solutions-focused approach

Skills And Experience Required

• Proven experience managing operational or contractual performance within a facilities management or service delivery environment.
• Strong analytical and reporting skills with advanced proficiency in Microsoft Excel for data modelling, forecasting and trend analysis.
• Excellent communication and presentation skills, able to interpret and explain complex information clearly.
• Experience developing and delivering performance improvement and recovery plans.
• Working knowledge of supplier performance management and contract compliance frameworks.
• Ability to combine data-led analysis with practical operational problem solving.
• Commercially aware, with a focus on efficiency, quality and customer satisfaction.

Additional Information

This is an agile role based at one of the South East regional offices in Aldershot, Brize Norton, High Wycombe or Bushey. A minimum of three days per week on site will be required, with regular regional travel to support operational teams and client engagement.