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.
Job Description
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.
Key Responsibilities
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.
Lead operational resilience, critical incident response and continuous improvement initiatives, including process simplification, technology adoption and service transformation.
Proud member of the Disability Confident employer scheme
Head of Operational Service Centre
Company: ISS Facilities Services Hours: Full-time Location: B37 7YN Working pattern: Hybrid - 2 days remote Job type: Permanent Posting date: 23 Oct 2026 Closing date: 22 Nov 2026
Summary
Head of Operational Service Centre
Contract: Government
Location: Solihull , B37 7YN
Hours of work: 40
Contract Type: Permanent
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.
Job Description
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.
Key Responsibilities
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.
Lead operational resilience, critical incident response and continuous improvement initiatives, including process simplification, technology adoption and service transformation.
Proud member of the Disability Confident employer scheme
About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.
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Head of Operational Service Centre employer: ISS Facilities Services
At ISS, we pride ourselves on being a world-leading workplace and facility management company that values its people. As an HR Advisor in Coventry, you will be part of a supportive and inclusive culture that prioritises employee growth and development, offering numerous opportunities for training and career advancement. With a strong commitment to corporate responsibility and diversity, working here means contributing to meaningful initiatives while enjoying a fulfilling and rewarding career.
