Head of Operational Service Centre

We are seeking a Head of Operational Service Centre to provide strategic leadership and direction for the Operational Service Centre supporting one of ISS UK's largest and most complex government contracts. Reporting to the Managing Director, you will be responsible for ensuring the service centre delivers a high-quality, efficient and compliant operation that supports excellent customer outcomes, operational delivery and contractual performance., In this role, you will shape how work is planned, prioritised, coordinated and monitored across the contract, embedding service excellence, customer focus and continuous improvement. By bringing together people, processes, technology and data, you will ensure the Operational Service Centre provides the insight, control and responsiveness required to support a high-performing FM operation., Lead the Operational Service Centre, overseeing helpdesk, triage, planning, scheduling, dispatch, work-order management and FM support services.

Manage the end-to-end work-order lifecycle for planned, reactive and remedial activity through to closure and billing readiness.

Act as the key interface between customers, site teams, Facilities Managers, engineers, specialist service lines, subcontractors and account leadership.

Lead demand, capacity and resource planning to ensure workloads are effectively prioritised and aligned to operational capability.

Drive achievement of contractual SLAs, KPIs and customer outcomes, maintaining oversight of performance and service recovery.

Ensure robust operational controls, governance and compliance, maintaining data accuracy and completion records within FM systems.

Provide operational insight through management information, identifying performance trends, risks and improvement opportunities.