Performance Manager

CBRE; Hatfield; On-site; GBP 45,000 - 65,000; Full time

Job summary

CBRE in Hatfield, England is seeking a Performance Manager to lead the contract support and helpdesk team, delivering administrative and contract support activities across the account.

The role centers on daily performance reporting against KPIs, governance and compliance, CAFM system leadership, and collaboration with engineering and finance to maintain data integrity and drive improvements.

Qualifications

• Strong verbal and written communication with clients and colleagues.
• Proven performance and compliance management experience in facilities management.
• Ability to manage workload independently, prioritise, and make decisions under pressure.
• Proactive and commercially aware, identifying risks and revenue opportunities within contracts.
• Demonstrates leadership with a customer-focused approach to high-performing services.
• IT literacy with CAFM systems, reporting tools, and MS Office.
• Organised and detail-focused with strong time management and continuous improvement mindset.
• Capable of working independently and with teams, maintaining confidentiality and professionalism.

Responsibilities

• Lead and supervise the contract support and helpdesk team, delivering administrative and contract support.
• Provide daily planned and reactive performance reporting to the Account Director against KPIs.
• Own and maintain contract registers, trackers, and compliance documentation; escalate risks.
• Produce and issue contractual and governance reports per client and CBRE requirements.
• Support PPM and statutory governance, including supply chain oversight and RAMS review.
• Act as CAFM and change control lead, ensuring data accuracy and coordination with stakeholders.
• Support the asset management programme and liaise with engineering and CAFM teams on estate changes.
• Conduct planned audits across the estate and drive improvement actions.
• Manage escalations and complaints; provide impartial resolution and support contract managers.
• Oversee WIP, debt and chargeable works; coordinate with finance.
• Review subcontractor performance and cost data; support monthly/annual reporting.
• Maintain records; prepare predefined reports as part of contracts.
• Administer quality management system documentation and ensure compliance.
• Collaborate with site team and head office; process quotations, purchase orders, invoices, timesheets, holidays.
• Train staff; generate training gap reports from the training tracker.
• Ensure auditable trails for invoices, timesheets, orders, and goods receipts.
• Be responsible for commercial support on the contract through final account.
• Run weekly aged debt reports and liaise with client to resolve issues.
• Complete month-end reports for finance.
• Collate monthly forecasting and finance reports for clients.
• Raise Annual Maintenance POs.

Skills

Communication

Leadership

Time management

Decision making

Independence

Attention to detail

IT literacy

Microsoft Office

Tools

CAFM systems

Tableau

Microsoft Office

Job description

Performance Manager

Job ID 276157

Posted 20-Jul-2026

Service line GWS Segment

Role type Full-time

Areas of Interest Administrative, Engineering/Maintenance

Location(s) Hatfield - England - United Kingdom of Great Britain and Northern Ireland

CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.

Job Title

Performance Manager

Primary Responsibilities

• Lead and supervise the contract support and helpdesk team, ensuring delivery of all administrative and contract support activities
• Provide daily planned and reactive performance reporting to the Account Director against agreed KPIs
• Own and maintain all contract registers, trackers, and compliance documentation, escalating risks and mitigations as required
• Produce and issue contractual and governance reports in line with client and CBRE requirements
• Support PPM and statutory compliance governance, including supply chain oversight, RAMS review, quote validation, and identification of corrective revenue opportunities
• Act as the CAFM and change control lead, ensuring data accuracy, asset updates, and coordination with CBRE stakeholders
• Support the asset management programme, holding master data and liaising with engineering and CAFM teams on estate changes
• Conduct and support planned audits across the estate, identifying improvement actions and driving resolution
• Manage escalations and complaints, acting as an impartial resolution point and supporting contract managers
• Oversee WIP, debt, and chargeable works, working closely with finance
• Review subcontractor performance and cost data, supporting monthly and annual account reporting
• Maintain and update both manual and computer records relating to areas of which CBRE are responsible
• Prepare and issue predefined reports, which form part of the contract and customer requirement
• Administer quality management system documentation and ensure compliance
• Liaise closely with the site team and head office, ensuring accurate processing of quotations, purchase orders, invoices, time sheets and holiday records
• Undertake the training of staff as and when required. Run regular training gap reports from training tracker
• Enable full auditable trails with, for example but not limited, to invoices, timesheets, material orders and goods received notes
• Be responsible for the commercial support on the contract through to final account
• Run weekly aged debt reports and liaise with the client to resolve any issues
• Complete month end reports for the finance manager
• Collate the monthly forecasting
• Collate a monthly finance report for clients
• Raise Annual Maintenance PO’s

Qualifications

• Strong verbal and written communication skills, with the ability to engage effectively with clients and colleagues
• Proven experience in performance and compliance management within a Facilities Management or similar environment
• Able to manage workload independently, prioritise effectively, and make sound decisions under pressure
• Proactive and commercially aware, with the ability to identify risk, efficiencies, and revenue opportunities within contractual frameworks
• Demonstrates leadership capability, with a customer focused approach to delivering compliant, high performing services
• IT literate, with experience using CAFM systems, reporting tools (e.g. Tableau), and Microsoft Office applications
• Organised, detail focused, and results driven, with strong time management and commitment to continuous improvement
• Able to work both independently and collaboratively, always maintaining confidentiality and professionalism
• Flexible and adaptable, with the ability to respond to changing priorities and work outside core hours when required