The Performance & Data Lead is responsible for managing the performance of both self-delivered and subcontracted service providers, ensuring contractual obligations, service levels, and system performance requirements are consistently achieved. The role supports Supplier Relationship Managers (SRMs) by providing performance insight, governance, and reporting across the supply chain.
Working closely with Business Insight and operational teams, the role is responsible for producing, analysing, and communicating management information relating to FM service delivery. The position drives supply chain performance through regular engagement, identifying barriers to KPI achievement, and providing actionable insights to senior leadership.
The role also acts as the primary point of contact for performance management, system training, and supplier onboarding during mobilisation activities, ensuring consistent adoption of systems, processes, and reporting standards across the supply chain.
As a member of the contract management team, the Performance & Data Lead is responsible for:
- Delivering exceptional service and performance outcomes for the client.
- Managing service provider performance to ensure continual contractual compliance and service improvement.
- Providing performance insights and industry best practice recommendations to clients and stakeholders.
- Supporting the development, optimisation, and adoption of CAFM and business management systems to enhance operational decision-making.
- Acting as a key liaison between operational teams, business intelligence functions, technology specialists, and client stakeholders.
- Producing and presenting performance data in a clear and meaningful way to support informed decision-making.
- Analysing performance outputs to identify trends, risks, opportunities, and areas for improvement.
- Providing professional performance management and systems expertise to support operational delivery.
Key Responsibilities
- Lead supplier onboarding and mobilisation activities relating to data governance, reporting requirements, and information management processes.
- Monitor, manage, and control service performance outputs against contractual KPIs and service standards.
- Conduct detailed performance analysis of service providers and supply chain partners.
- Support operational and contract management teams by presenting performance data at regular governance and review meetings.
- Investigate performance trends and anomalies, identifying root causes and recommending corrective actions.
- Produce and support the delivery of monthly performance reports and management information packs.
- Act as the central point of contact for reporting, data requests, system enhancements, and innovation initiatives.
- Collaborate with technology, data, sustainability, and operational teams to improve reporting capability and business intelligence.
- Contribute actively to achieving contractual service targets and continuous improvement objectives.
- Support the development of innovative, customer-focused service delivery approaches that enhance client and end-user experience.
- Drive process improvements and support change initiatives that increase operational efficiency and effectiveness.
Technical Competencies
- Strong numerical, analytical, and statistical skills.
- Advanced data analysis and reporting capabilities with excellent IT proficiency.
- Experience working with business management systems within an FM environment.
- Strong understanding of Facilities Management service delivery across a Total Facilities Management (TFM) environment.
- Excellent communication and stakeholder management skills, with the ability to influence at all levels.
- Demonstrable CAFM system expertise and a passion for data-driven decision-making.
- Ability to obtain Security Clearance (SC) level clearance.
Behavioural Competencies
- Consistently delivers high-quality work within agreed deadlines.
- Strong analytical and strategic thinking capabilities.
- Maintains exceptionally high standards with excellent attention to detail.
- Able to balance strategic oversight with operational detail.
- Demonstrates accountability and a strong track record of delivering commitments.
- Effectively manages performance and provides constructive feedback.
- Supports and enables the success of others.
- Proactive, motivated, and driven to exceed expectations.
- Professional, flexible, and adaptable in a dynamic environment.
- Highly self-motivated with a commitment to continuous improvement and operational excellence.