Job Title: Performance Manager

Purpose and Scope of the role

The main function of the role is to support the performance of a key contract through the production of reports, management / support of KPI / SLA performance and implementation of business improvement activities to show continuous improvement.

Role Responsibilities:

Operational

This position will support the Account Manager, and Helpdesk in the running of a key Account, and will involve:

* Review the performance monitoring model for the account in relation to the running and operational of the day-to-day helpdesk/scheduling activities and interaction with the operational teams.

* To monitor, action, and ensure adherence to SLA/KPIs for both planned and reactive maintenance

* Educating, training, and supporting the account teams in the performance model and ways to improve performance / communication.

* Supporting the design of business processes for the scheduling of Planned and reactive tasks.

* Developing and issuing performance and operational reporting.

* Attending and contributing to internal and external performance meetings

* Acting as the central coordinator for business improvement with regards to schedule and KPI adherence

* To have a very good knowledge of CAFM systems / pay mech and performance reporting / management

CORE COMPETENCIES (Experience, Knowledge, Communications and Working Relationships)

* Extensive experience with facilities management / CAFM systems, such as Concept / Planon / Maximo

* Good, rounded experience of facilities management operational activities, hard services

* Familiarity with process improvement techniques are desirable, but not required.

* Good communicator at all levels

* Good problem-solving ability

Knowledge

* Advanced to expert Microsoft Excel skills are essential.

* A good comprehension of engineer scheduling is required.

* A reasonable to intermediate understanding of process management is required.

* A thoroughly adept communicator, with the ability to convey complex concepts in simple language.

* Personable and empathetic, with the ability to engage with managers at all levels within the organisation (ranging from the Business Unit Director to the engineering team).

* Technically minded, with the ability to recognise information technology solutions to solve operational constraints.

* Process oriented, with the understanding that most business problems can be analysed through understanding business process.

* Solutions oriented, providing explanations and proposed resolutions to problems rather than purely identifying problems