Performance Manager

ISS; West Midlands Combined Authority; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading facility management company in the United Kingdom is seeking a performance manager to lead contract performance and customer relationships. This pivotal role involves driving continuous improvement, ensuring compliance with standards, and building a high-performing team. Ideal candidates will have extensive experience in performance management and customer account oversight with a background in facility management. The role offers promising career opportunities in a diverse and inclusive work environment.

Qualifications

• Proven experience in performance management and leading teams.
• Managed customer accounts with annual revenues around £7 million+.
• Hands-on experience with commercial FM activities and contract performance.

Responsibilities

• Manage customer relationships and ensure contract performance.
• Lead the contract performance team for continuous improvement.
• Oversee compliance with operating standards and best practices.

Skills

Performance management

Customer relationship management

Team leadership

Data analysis

Supply chain management

Job description

Social network you want to login/join with:

As part of the senior leadership team, you will collaborate with all contract functions to support the compliant and successful delivery of services.

You'll also work closely with the client’s governance and assurance teams to demonstrate contract performance and use the strength of OneISS to identify opportunities for development and growth.

Key Responsibilities

• Manage customer relationships, ensuring contract performance, KPI/SPI reporting, and transparency requirements are met
• Lead the contract performance team, driving continuous improvement, service innovation, and quality assurance
• Oversee data standards, best practices, and compliance with Brilliant Operating Basics and the OneISS way
• Use performance data and MI to enhance efficiency and support strategic decision-making
• Align internal and customer stakeholders with the account development plan and service promise
• Ensure appropriate resources, skills, systems, and processes are in place to meet performance goals
• Build and lead a high-performing, engaged team focused on delivering best-in-class service and contract success

Professional and Personal Competencies/Qualifications

• Proven experience in performance management and leading teams
• Managed customer accounts with annual revenues of around £7 million+
• Hands-on experience overseeing commercial FM activities and contract performance
• Background in FM or service industries, with strong expertise in business systems and quality management (ISO 9001, 45001, 14001)
• Skilled at working within complex organisations with multiple, diverse stakeholders
• Experience in ensuring systems and technical services comply with the highest standards
• Demonstrable supply chain management skills with established procurement stakeholder relationships
• Ability to pass UK National Security Vetting and obtain required Security Clearance

The Company

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.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference.

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

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