Better places, thriving communities.
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
1. Leading performance monitoring activities, including the Paymech model, and working closely with operational teams to resolve issues.
2. Overseeing the Jeopardy Management framework to identify risks and maintain service excellence.
3. Training, supporting and upskilling account teams on performance processes, reporting, and communication.
4. Managing and enhancing controlled data management across CAFM systems, assets, and reporting.
5. Producing high-quality performance and operational reports for stakeholders, from site management to board level.
6. Owning client communication regarding SLA failures, including mitigation and recovery planning.
7. Acting as the central coordinator for business improvement, performance management, document management, and knowledge management.
8. Overseeing Helpdesk operations and supporting the Facilities Helpdesk Supervisor.
9. Representing Mitie at SPV and Trust performance meetings.
10. Ensuring full understanding and monitoring of contractual and commercial obligations.
What We're Looking For
Experience
11. Strong background in Facilities Management, ideally within a PFI environment.
12. Extensive experience with CAFM systems such as Concept or Maximo.
13. Experience of document management systems, especially SharePoint.
14. Exposure to both hard and soft FM operations.
15. Knowledge of process improvement methods (e.g., Six Sigma desirable but not essential).
16. Strong communication and problem-solving skills.
Skills & Personal Qualities
17. Advanced to expert-level Excel skills (essential).
18. Knowledge of SQL reporting and Power BI (beneficial).
19. Analytical, numerate and process-driven, with the ability to translate data into actionable insights.
20. Technically minded with the ability to leverage IT solutions to improve performance.
21. A clear, confident communicator able to build strong relationships at all levels.
22. Calm, resilient and adaptable, able to manage shifting priorities and tight deadlines.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Jessica Mercel at .