Performance Manager
1 day ago
Newcastle Upon Tyne
Join Mitie – the future of high performing places. ROLE: Performance Manager HOURS: Monday to Friday - 40 hours LOCATION: Newcastle Hospitals - Newcastle upon Tyne - Mitie Management Office We're looking for a proactive and capable Performance Manager to play a key role in the successful operation of the Newcastle Hospitals account. You will be responsible for monitoring and improving performance across a complex Facilities Management environment, ensuring KPI/SLA commitments are met and driving continuous service improvement. As a key member of the Senior Leadership Team, you will influence operational delivery, support data-led decision making, and strengthen contractual and financial resilience for this high-profile healthcare contract. What You'll Be Doing • Leading performance monitoring activities, including the Paymech model, and working closely with operational teams to resolve issues., • Overseeing the Jeopardy Management framework to identify risks and maintain service excellence., • Training, supporting and upskilling account teams on performance processes, reporting, and communication., • Managing and enhancing controlled data management across CAFM systems, assets, and reporting., • Producing high-quality performance and operational reports for stakeholders, from site management to board level., • Owning client communication regarding SLA failures, including mitigation and recovery planning., • Acting as the central coordinator for business improvement, performance management, document management, and knowledge management., • Overseeing Helpdesk operations and supporting the Facilities Helpdesk Supervisor., • Representing Mitie at SPV and Trust performance meetings., • Ensuring full understanding and monitoring of contractual and commercial obligations. What We're Looking For Experience • Strong background in Facilities Management, ideally within a PFI environment., • Extensive experience with CAFM systems such as Concept or Maximo., • Experience of document management systems, especially SharePoint., • Exposure to both hard and soft FM operations., • Knowledge of process improvement methods (e.g., Six Sigma desirable but not essential)., • Strong communication and problem-solving skills. Skills & Personal Qualities • Advanced to expert-level Excel skills (essential)., • Knowledge of SQL reporting and Power BI (beneficial)., • Analytical, numerate and process-driven, with the ability to translate data into actionable insights., • Technically minded with the ability to leverage IT solutions to improve performance., • A clear, confident communicator able to build strong relationships at all levels., • Calm, resilient and adaptable, able to manage shifting priorities and tight deadlines.