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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.