Head of Performance in Belsize Park

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.

Requirements

• Strong FM background with Total Facilities Management 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.

We are a Disability Confident employer that offers interviews to applicants who declare a disability and meet the minimum job criteria. We welcome applicants regardless of age, disability, gender identity, marital status, pregnancy, race, religion, sex, sexual orientation or educational background.