Performance Manager - Helpdesk in Belfast

About The Role

At GRAHAM, we are a trusted partner dedicated to enhancing the client experience and making the day-to-day easier for those we support. We are now seeking a Performance Manager to play a vital role in helping us maintain and exceed our performance, compliance, and service quality standards across our contracts. This is a dynamic and hands-on position that will involve regular travel throughout Great Britain and Ireland, including extended periods on site. You will support the effective delivery of our FM services, assist in the mobilisation of new contracts, and work closely with our Contract Managers, clients, and Engineering teams to ensure smooth operations and consistent service excellence.

Location: Belfast - With frequent travel across GB and Ireland

Hours Per Week: Monday - Friday, 37.5 Hours

Job Type: Permanent / Full Time

The Assistant Performance Manager shall:

• Support the operational performance of multiple contracts across GB and Ireland, working closely with local teams, clients, and Engineers to ensure service delivery meets contractual and organisational standards.
• Assist with the mobilisation of new contracts, providing on-the-ground support, coordinating processes, and ensuring documentation, systems, and performance frameworks are fully implemented.
• Provide guidance and direction to Operators and contract support staff, helping to prioritise workload, allocate tasks, and maintain effective service desk operations when required.
• Support the ongoing development, coaching, and training of team members, ensuring staff demonstrate the required knowledge, skills, and compliance with GRAHAM policies and procedures.
• Monitor and analyse key performance data, including call handling metrics, work order performance, SLA compliance, and KPI achievement, identifying trends, risks, and opportunities for improvement.
• Review and analyse timesheet submissions for accuracy and timeliness, addressing exceptions and ensuring compliance with internal processes and contractual requirements.
• Analyse work order performance using internal systems, identifying jobs at risk of breaching SLAs, and working proactively with clients, Contract Managers, and Schedulers to agree extensions or corrective action.
• Review PPM delivery across assigned contracts, monitoring weekly progress, identifying slippage, and supporting Schedulers to develop recovery plans where required.
• Monitor subcontractor performance, ensuring updates are obtained, actions are followed through, and service levels are achieved in line with contractual expectations.
• Prepare and issue regular contract performance reports, highlighting risks, overdue activities, and potential service failures, and escalating concerns appropriately.
• Ensure compliance with all mandatory company policies, procedures, and ISO management systems, promoting best practice and supporting continuous improvement initiatives.
• Maintain strong working knowledge of contract KPI frameworks, ensuring all team members understand their responsibilities in meeting operational and performance standards.
• Provide direct line management to Helpdesk, including overseeing workload distribution, conducting 1:1s, supporting performance reviews, managing absence, and ensuring high standards of service delivery across the team.
• Provide full service desk/contract support cover when required, including during periods of travel, mobilisation, or staff absence.
• Undertake any other duties required to ensure an effective, efficient, and high-quality service is delivered, in accordance with GRAHAM's management systems and quality standards.

This job description is intended to give the post holder an appreciation of the role envisaged for the job title and the range of duties to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular intervals.

About You

Essential Criteria

• Experience in Facilities Management or a similar operational/service delivery environment, with exposure to performance management, KPIs, or contract compliance.
• Previous experience supervising or line managing staff, ideally within a helpdesk, service desk, or operational support function.
• Strong analytical skills, with the ability to interpret performance data, identify trends, and produce clear reports.
• Excellent communication and interpersonal skills, with the ability to build positive relationships with clients, Engineers, subcontractors, and internal teams.
• Ability to travel regularly across Great Britain and Ireland, including extended stays as required by contract or mobilisation needs.
• Proven ability to manage workload, prioritise tasks effectively, and work under pressure in a fast-paced environment.
• Strong organisational skills, with experience coordinating multiple activities or contracts simultaneously.
• Competent in the use of IT systems, including MS Office (Excel, Word, Outlook) and the ability to quickly learn internal FM systems.
• Problem-solving mindset, with the ability to take initiative, address risks, and support escalation management.
• Demonstrable understanding of KPIs, SLAs, and performance frameworks, ideally within an FM, compliance, or service delivery context.
• Commitment to upholding company policies, procedures, and quality standards, including ISO management system requirements.

Please note that Applicants will not be expected to meet any (or all) of the desirable criteria to be considered for interview. Desirable criteria will only be used as part of the shortlisting process in the event there are a large number of Applicants.

We are committed to developing a diverse and inclusive workforce and particularly welcome applications from females and individuals from a minority ethnic background who are currently under represented in our industry. A basic disclosure may be requested if security clearance is required by 3rd party clients and a criminal record will not necessarily be a bar to obtaining a position.

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