Performance Manager

Total Facilities Recruitment Limited; York and North Yorkshire; On-site; GBP 60,000 - 64,000; Full time

Job summary

Total Facilities Recruitment Limited is seeking a Facilities Performance Manager to drive operational excellence across a portfolio of FM contracts. The role centers on developing performance frameworks, analysing service delivery metrics and ensuring contractual compliance, working with operations, clients and senior stakeholders.

The successful candidate will combine strong analytical capability with stakeholder management and a passion for tangible improvements across hard FM services.

Qualifications

• Experience in facilities management or estates services.
• Proven performance management and operational reporting experience within FM hard services.
• Strong KPI, SLA and contract performance understanding.
• Advanced Excel and Power BI, with data-driven decision making.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Develop and maintain operational performance frameworks across FM services.
• Monitor KPI, SLA and contractual performance; produce reports and dashboards.
• Ensure data integrity and identify performance trends and risks.
• Support operational teams to achieve contractual objectives and improvements.
• Drive continuous improvement and cost reduction initiatives.
• Analyse feedback and support client review meetings.

Skills

Performance management

Analytics

KPIs & SLAs

Stakeholder mgmt

Excel

Power BI

FM operational reporting

Education

Degree in FM/Engineering

IWFM Qualification

Tools

CAFM systems

Job description

Facilities Performance Manager

Hybrid / Flexible with travel to operational sites as required

£30 per hour - Equivalent to £62,000

7 Month Contract - Opportunity for permanent employment

The Role

We are seeking an experienced Facilities Performance Manager to drive operational excellence across a portfolio of facilities management contracts.

This is a pivotal role focused on developing and managing performance frameworks, analysing service delivery metrics, monitoring contractual compliance and identifying opportunities for continuous improvement. Working closely with operational teams, clients and senior stakeholders, you will ensure services are delivered efficiently, compliantly and in line with contractual requirements.

The successful candidate will combine strong analytical capability with excellent stakeholder management skills and a passion for driving tangible improvements across hard fm services.

Key Responsibilities

Performance Management

• Develop and maintain operational performance frameworks across FM services.
• Monitor and analyse KPI, SLA and contractual performance measures.
• Produce detailed management reports, dashboards and executive summaries.
• Ensure accuracy and integrity of operational performance data.
• Identify performance trends, risks and areas for improvement.
• Investigate underperformance and establish root causes.

Contract & Service Delivery

• Support operational teams in achieving contractual objectives.
• Monitor supplier and subcontractor performance.
• Ensure compliance with contractual, regulatory and business requirements.
• Work with operational leaders to develop and implement improvement plans.
• Drive accountability for service delivery performance.

Continuous Improvement

• Lead continuous improvement initiatives across FM operations.
• Identify opportunities to improve efficiency and reduce costs.
• Analyse operational data to support strategic decision making.
• Promote best practice across contracts and service lines.
• Support business transformation and operational excellence programmes.

Customer Experience

• Monitor customer satisfaction metrics and service performance.
• Analyse feedback, complaints and service trends.
• Recommend improvements to enhance customer experience.
• Support client review meetings and performance discussions.

Governance & Compliance

• Ensure reporting supports governance and compliance requirements.
• Monitor and manage performance-related risks.
• Support audits and management review processes.
• Contribute to health, safety, environmental and quality objectives.

Stakeholder Management

• Build strong relationships with clients, operational teams and suppliers.
• Present performance insights and recommendations to senior stakeholders.
• Challenge constructively and support operational improvement activities.
• Influence decision making through data-led recommendations.

Skills & Experience

Essential

• Experience within Facilities Management, Property Management, Estates Services or a similar operational environment.
• Proven background in performance management, business analytics, operational reporting or continuous improvement within FM Hard Services
• Strong understanding of KPIs, SLAs and contract performance management.
• Advanced analytical and problem-solving skills.
• Excellent communication and stakeholder engagement skills.
• Experience producing dashboards, reports and management information.
• Advanced Microsoft Excel and Power BI skills.
• Ability to interpret complex data and provide meaningful business insights.

Desirable

• Experience within outsourced Facilities Management.
• Knowledge of hard and soft FM services.
• Experience using CAFM systems.
• Lean Six Sigma or Continuous Improvement qualifications.
• IWFM qualification or equivalent.

Qualifications

Essential

• Degree qualified or equivalent relevant industry experience.

Desirable

• IWFM Qualification.
• Lean Six Sigma Green Belt or higher.
• PRINCE2, APM or equivalent project management qualification.
• Business Intelligence or Data Analytics certification