Head of Performance

This role plays a critical part in ensuring performance requirements are met and exceeded through strong leadership, insight-led decision making and collaborative working across engineering, helpdesk and service centre teams., Reporting as part of the senior leadership team, the Head of Performance will own contract performance analytics, KPI delivery and client reporting.

The role will work closely with the client and internal stakeholders to manage performance, support continuous improvement and ensure effective alignment between internal systems and the client's integrator platforms.

Key Responsibilities

Lead the delivery of all contract performance requirements, including KPI and SPI monitoring, analysis and reporting.

Manage senior client relationships, acting as the primary point of contact for performance reporting, transparency reporting and performance governance.

Lead and develop the account performance team, covering MI, data systems and tools, quality assurance, digital compliance, continuous improvement and service innovation.

Drive continuous improvement initiatives and service innovation using performance data and management information.

Ensure high standards of data quality, governance and assurance in line with Brilliant Operating Basics and the OneISS way.

Utilise performance insights to support operational, tactical and strategic decision making across the contract.

Manage internal and external stakeholders to ensure alignment with the agreed account development plan and customer promise.

Oversee and improve data alignment between the client's integrator systems and internal CAFM and performance systems.

We are seeking a proactive and commercially minded Head of Performance to lead and drive performance across a large, complex government contract., Strong FM background with Total Facilities Management (TFM) knowledge and experience.

Proven experience in performance management and leading high-performing teams within a commercial FM environment.

Demonstrable experience managing contract performance, KPIs and commercial FM activities.

Collaborative, proactive and "can-do" approach with the ability to influence across multiple teams.

Experience using CAFM systems; Maximo experience is useful.

Familiarity with Concept (client CAFM system) is beneficial.

Strong understanding of status management, job lifecycle flow within CAFM systems and API integration with client systems., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

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. #Becomewhoyouwant, #Bepartofsomethingbigger,

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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.