Operations Delivery Lead

ISS; Stoke-on-Trent; On-site; GBP 60,000 - 70,000; Full time

Job summary

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. You will provide operational leadership for GPA/KAN account teams, drive process compliance and deliver accurate management information to support decision-making.

You will lead the operational administration team and support wider GPA account activities where required. Working closely with finance colleagues and subcontractors, you will ensure contract timescales,

Qualifications

• Experience managing reactive maintenance, service delivery or helpdesk.
• Strong experience in supply chain and subcontractor management.
• Experience managing billing, revenue administration or work-order validation.
• Knowledge of finance processes and revenue recovery activities.
• FM hard services experience.
• Experience using CAFM systems (Maximo/Tririga/Insight or equivalent).
• Advanced Excel and reporting skills.
• Strong stakeholder management and communication skills.
• Supervisory/management experience leading teams.
• Ability to analyse performance trends and drive improvements.

Responsibilities

• Lead the reactive maintenance process, ensuring work orders are completed within contractual timescales.
• Monitor outstanding and overdue work orders, escalating risks and reducing backlogs.
• Manage subcontractor and supplier performance against KPIs and service expectations.
• Lead supplier reviews and drive corrective actions.
• Oversee billing validation, ensuring completed works are accurately submitted.
• Support revenue recovery by resolving billing issues and managing unbilled works.
• Produce reports on operational performance, billing exceptions and revenue risks.
• Lead and develop the operational support team while maintaining key stakeholder relationships.

Skills

Advanced Excel

Reporting skills

Stakeholder management

Communication skills

Leadership

Contract/Service delivery

CAFM systems

Billing & revenue awareness

Subcontractor management

Team development

Tools

Maximo

Tririga

Insight

Job description

Working closely with GPA, KAN, operational teams, subcontractors and finance colleagues, you will provide operational leadership, drive process compliance and deliver accurate management information to support decision-making. The role also includes leadership of the operational administration team and supporting wider GPA account activities where required.

Key Responsibilities

• Lead the reactive maintenance process, ensuring work orders are completed within contractual timescales.
• Monitor outstanding and overdue work orders, escalating risks and reducing backlogs.
• Manage subcontractor and supplier performance against KPIs and service expectations.
• Lead supplier reviews and drive corrective actions where required.
• Oversee billing validation, ensuring completed works are accurately submitted.
• Support revenue recovery by resolving billing issues and managing unbilled works.
• Produce reports on operational performance, billing exceptions and revenue risks.
• Lead and develop the operational support team while maintaining key stakeholder relationships

• Experience managing a reactive maintenance, service delivery or helpdesk function.
• Strong experience in supply chain and subcontractor management.
• Experience managing billing, revenue administration or work-order validation processes.
• Knowledge of finance processes and revenue recovery activities.
• FM Hard Services experience.
• Experience using CAFM systems such as Maximo, Tririga, Insight or equivalent.
• Advanced Excel and reporting skills.
• Strong stakeholder management and communication skills.
• Previous supervisory or management experience with responsibility for leading and developing teams.
• Ability to analyse performance trends, identify risks and support continuous improvement initiatives.

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

#Becomewhoyouwant, #Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.