Blue Arrow are excited to be working with one of our esteemed clients in York to recruit a Performance Manager.
This is a temporary role but with the option to become permanent for the right candidate.
Job Title
Performance Manager - Facilities Management
Department
Facilities Management
Reports To
Operations Director
Location
Flexible / Hybrid (with travel to operational sites as required)
Job Purpose
The Performance Manager is responsible for driving operational performance across facilities management services by establishing, monitoring, and reporting on key performance indicators (KPIs), service level agreements (SLAs), and contractual obligations. The role will work closely with operational teams, clients, suppliers, and senior stakeholders to ensure the delivery of high-quality, compliant, efficient, and customer-focused facilities services.
The role will lead performance management frameworks, identify trends and improvement opportunities, support strategic decision-making through data analysis, and foster a culture of continuous improvement across both hard and soft FM services.
Key Responsibilities
Performance Management
- Develop, implement, and maintain performance management frameworks across FM operations.
- Monitor and analyse KPIs, SLAs, customer satisfaction metrics, and contractual performance measures.
- Produce regular performance reports, dashboards, and executive summaries for senior leadership and clients.
- Ensure accurate collection, validation, and interpretation of operational data.
- Investigate performance variances and identify root causes of underperformance.
Contract & Service Delivery Performance
- Support operational teams in meeting contractual commitments and service standards.
- Monitor supplier and subcontractor performance against agreed targets.
- Ensure compliance with contractual requirements, industry standards, and regulatory obligations.
- Work collaboratively with contract managers to develop performance improvement plans.
Continuous Improvement
- Lead continuous improvement initiatives across facilities management services.
- Identify operational efficiencies, cost-saving opportunities, and service enhancements.
- Utilise performance data and benchmarking to drive best practice adoption.
- Support transformation projects and operational excellence programmes.
Customer Experience
- Monitor customer satisfaction performance, including feedback, complaints, and service recovery actions.
- Analyse trends and recommend improvements to enhance customer experience.
- Facilitate performance review meetings with key stakeholders and clients.
Governance, Compliance and Risk
- Ensure performance reporting supports governance and compliance requirements.
- Monitor performance-related risks and support mitigation planning.
- Assist in audit preparation and management review activities.
- Support health, safety, environmental, and quality management objectives.
Stakeholder Management
- Build effective relationships with clients, operational managers, suppliers, and senior leaders.
- Present performance insights and recommendations to stakeholders at varying levels.
- Challenge performance constructively and provide support to drive improvements.
Key Performance Indicators
The Performance Manager will typically be measured against:
- Contract KPI achievement.
- SLA compliance rates.
- Customer satisfaction scores.
- Supplier performance outcomes.
- Data accuracy and reporting timeliness.
- Continuous improvement benefits delivered.
- Audit and compliance outcomes.
- Cost efficiency improvements.
Knowledge, Skills and Experience
Essential
- Experience in Facilities Management, Property Management, Estate Services, or a related operational environment.
- Proven experience in performance management, business analytics, operational reporting, or service improvement.
- Strong understanding of KPI, SLA, and contract performance management.
- Advanced analytical and problem-solving skills.
- Strong stakeholder management and communication skills.
- Experience producing management information, dashboards, and performance reports.
- Proficiency in Microsoft Excel, Power BI, and Microsoft Office applications.
- Ability to interpret complex data and present meaningful insights.
Desirable
- Experience within outsourced Facilities Management or service contracts.
- Knowledge of hard and soft FM services.
- Experience with CAFM systems.
- Lean, Six Sigma, or Continuous Improvement qualifications.
- Professional FM qualification (IWFM or equivalent).
Behavioural Competencies
- Results-focused
- Analytical thinking
- Commercial awareness
- Customer-centric mindset
- Continuous improvement orientation
- Influencing and stakeholder management
- Attention to detail
- Collaborative working
- Adaptability and resilience
Qualifications
Essential
- Educated to degree level or equivalent relevant experience.
Desirable
- IWFM qualification.
- Lean Six Sigma Green Belt or above.
- Project Management qualification (PRINCE2, APM or equivalent).
- Data Analytics or Business Intelligence certification.
Role Summary
The Performance Manager plays a critical role in ensuring facilities management services are delivered efficiently, compliantly, and in line with client expectations. Through robust performance monitoring, insightful analysis, and continuous improvement leadership, the role drives operational excellence and supports the strategic objectives of the FM function.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.