Performance Manager

Overview

In this role you drive standardised service delivery across FM contracts, leading improvement initiatives to boost customer satisfaction and contract margin. You will manage a small team and collaborate with the Account Director and stakeholders to implement process solutions aligned with contractual requirements.

The position focuses on audits, compliance, and efficient contract administration to reduce risks. You will work on business continuity planning and CAFM/system optimization to add value across the portfolio. This is a hands-on, impact-focused opportunity within JLL Workplace Management at UKAEA Culham Campus.

Responsibilities

• Develop and implement process improvements to standardise service delivery across contracts
• Create and optimise contract-specific process maps in line with QA and contractual requirements
• Lead strategic business improvement initiatives to enhance service delivery and customer satisfaction
• Audit operational contracts for compliance and report significant issues
• Ensure contract deliverables are met and compliance risks are mitigated
• Manage Document Storage Centre and other software support systems
• Develop templates for performance reports and control changes to reports
• Lead Business Continuity Plans and annual testing of risks
• Oversee contract administration including CCN trackers and workflow efficiency
• Collaborate with Strategic Asset Manager to optimise the clients CAFM system

Key requirements

• Industry-relevant qualifications
• Experience in FM sector and in developing policies and procedures for FM contracts
• Strong administration and organisational skills
• Proficient in Word, Excel, and Outlook
• Strong auditing and compliance background
• Experience managing teams and driving process improvement initiatives
• Excellent written and verbal communication skills
• strong communication
• leadership
• attention to detail
• Word
• Excel
• Outlook

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