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- Tasks: Lead performance management and drive continuous improvement across teams.
- Company: Dynamic company focused on facilities management and innovation.
- Benefits: Inclusive workplace, career development opportunities, and a supportive environment.
- Other info: Join a Disability Confident employer committed to diversity and inclusion.
- Why this job: Make a real impact by enhancing performance and leading high-performing teams.
- Qualifications: Strong FM background and proven experience in performance management.
The predicted salary is between 60000 - 80000 £ per year.
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.
Head of Performance employer: ISS
Contact Detail:
ISS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Performance
✨Tip Number 1
Network like a pro! Reach out to your connections in the facilities management world and let them know you're on the hunt for a Head of Performance role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by brushing up on your performance management knowledge. Be ready to discuss how you've driven continuous improvement and managed KPIs in past roles. We want to see that you can bring those insights to the table!
✨Tip Number 3
Showcase your leadership skills! During interviews, share examples of how you've led high-performing teams and collaborated across departments. Highlighting your proactive approach will definitely catch our attention.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team and making an impact in performance management.
We think you need these skills to ace Head of Performance
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in performance management and leading teams. We want to see how your background aligns with the role of Head of Performance, so don’t hold back on showcasing your relevant skills!
Showcase Your Leadership Skills: Since this role involves leading a team and managing client relationships, it’s crucial to demonstrate your leadership style. Share examples of how you've successfully led teams or projects in the past, especially in a commercial FM environment.
Highlight Your Analytical Skills: As the Head of Performance, you'll be diving into contract performance analytics and KPI delivery. Make sure to mention any experience you have with data analysis, reporting, and using performance insights to drive decision-making. We love numbers, so show us what you can do!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at ISS
✨Know Your Performance Metrics
Before the interview, brush up on key performance indicators (KPIs) relevant to the role. Understand how they are measured and what success looks like in a Total Facilities Management context. This will show your potential employer that you’re not just familiar with the metrics but can also lead teams to exceed them.
✨Showcase Your Leadership Style
Be prepared to discuss your leadership approach and how you've successfully managed high-performing teams in the past. Use specific examples to illustrate how you’ve driven continuous improvement and fostered collaboration across different departments. This will help demonstrate your fit for the senior leadership team.
✨Familiarise Yourself with CAFM Systems
Since experience with CAFM systems is crucial, make sure you understand the basics of Maximo and Concept. If you have any hands-on experience, be ready to share it. Discuss how you’ve used these systems to improve data quality and performance management in previous roles.
✨Prepare for Stakeholder Management Questions
Expect questions about managing internal and external stakeholders. Think of examples where you’ve aligned teams with client expectations or improved communication. Highlight your proactive approach and ability to influence others, as this is key to succeeding in the Head of Performance role.