Performance & MI Manager, Global Key Accounts

As a global leader in facilities services we connect people and places to make the world work better. Whether directly or indirectly, you’ll play a vital role in supporting our placemakers in delivering exceptional workplace experiences for our customers. Together, we make space for people and businesses to thrive.

Main Purpose Of The Position

The Performance & MI Manager is responsible for driving a data‑driven culture and ensuring excellence in reporting, governance, and operational performance across our Global Key Accounts. This role leads the delivery of high‑quality performance information, oversees BI/reporting systems, manages governance routines, and ensures reliable site‑level operational data to support decision‑making at all levels. Working in a global matrix environment, the role requires strong data capability, structured governance, and proactive stakeholder engagement. It sits at the intersection of business intelligence, performance management, governance, operational insights, and contract administration.

What You’ll Do

• Governance & Performance Management
  • Ensure all countries provide accurate monthly performance packs with complete and validated data.
  • Develop, maintain and publish Account Monthly Business Review (MBR) and Quarterly Business Review (QBR) performance documents.
  • Own the master governance calendar and ensure all internal and client governance meetings are scheduled, prepared and supported.
  • Build and deliver executive‑level performance analytics and briefing materials for steering committees.
  • Strengthen consistency and visibility of performance KPI delivery across regions, ensuring adherence to ISS and client governance frameworks.
  • Own and maintain the Account Development Plan document.
  • Support leadership with special projects, transitions, and improvements across the account.
  • Promote best practice sharing across regions, supporting maturity growth and operational excellence.
  • Drive data‑enabled continuous improvement initiatives with measurable performance and financial impact.
  • Support and/or lead transformation projects including technology adoption, new system transitions and process standardisation.
• BI, Reporting & Systems
  • Maintain the account BI roadmap and ensure alignment with business objectives.
  • Lead the creation, enhancement and governance of BI dashboards, KPI scorecards and reporting tools.
  • Act as system and reporting SME for ISS and client platforms, ensuring data integrity and compliance with global standards.
  • Translate business requirements into BI and reporting solutions and continuously improve processes and data maturity.
  • Build capability and data literacy across account teams to enhance BI adoption.
• Operational & Data Management
  • Lead the collection, validation and consolidation of all site‑level operational data (headcounts, occupancy, size, taxonomy, etc.).
  • Maintain location data, site change logs and operational metadata to ensure an accurate, up‑to‑date estate overview.
  • Track and maintain information on site teams and country KAMs, including visit planners and engagement tracking.
  • Review site packs, operational plans (SOPs), BCPs and site documentation, raising insights and identifying risks or inconsistencies.
  • Partner with local teams to improve site performance tracking and KPI delivery.

Key Qualifications

• Experience in FM operational management or data/analytics roles.
• Previous experience supporting a multinational client within the facilities management sector.
• Strong understanding of digital tools, data analytics, dashboards and technology‑based solutions.
• Proficient in reporting tools such as Tableau, Cognos, Power BI (or similar).
• Advanced user of Office 365, especially Excel, PowerPoint and Word.
• Demonstrated success leading complex projects, transitions or transformation initiatives.
• Experience using performance data to influence decisions and drive change.
• Familiarity with global service delivery models and performance management frameworks.
• Experience working within a large, matrixed organisation across multiple regions.

Personal Skills You Excel

• Proactive, self‑driven and able to turn insight into action, ensuring solutions are implemented effectively.
• Strong collaborator with excellent communication skills, able to influence diverse stakeholders at all levels.
• Analytical and innovative thinker who applies creativity to data‑driven problem solving.
• Confident navigating ambiguity and maintaining momentum in a fast‑paced, dynamic global environment.
• Passionate about operational excellence, continuous improvement and using technology to elevate service delivery.
• Able to build cross‑functional knowledge quickly and apply a holistic, solutions‑focused approach.

At ISS, we are more than just a service provider of cleaning, food, workplace and technical services, we are a partner in our customers’ success. By creating exceptional service moments and transforming workplaces into spaces where employees feel valued, engaged and productive, we enhance productivity and help our customers to attract talent and grow their businesses. This begins with our own people through training, career development, and a supportive culture – empowering them to deliver outstanding service. We know that when our people thrive, they create spaces where our customers’ employees and businesses thrive too.

ISS seeks to BE a place of belonging and CREATE places where every person is welcomed, embraced, and valued for exactly who they are. Places where people feel safe, respected, represented, and supported as their authentic selves.