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.