LOCATION: Heathrow Airport
SHIFT PATTERN: Monday to Friday
SALARY: Competitive
If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at recruitment@abm.com. We're here to help!
ROLE OVERVIEW AND PURPOSE
The Head of Performance, Insight & Assurance is responsible for leading the strategic oversight and delivery of performance analytics, compliance, and quality assurance across designated contracts.
This role drives ABM’s commitment to operational excellence by owning KPI/SLA governance, developing data-led insights through Power BI and reporting platforms, and ensuring robust compliance and assurance frameworks are embedded across all services.
Working closely with operational and senior leadership teams, the role ensures performance is not only measured but actively improved through structured governance, service improvement planning, and continuous innovation.
KEY RESPONSIBILITIES
Performance Leadership, Monitoring & Reporting
* Own the end-to-end performance framework across contracts, including KPI/SLA definition, tracking, and governance.
* Oversee the development and delivery of monthly, quarterly, and annual performance reporting for internal and client stakeholders.
* Ensure all performance dashboards (Power BI and associated tools) are accurate, automated where possible, and aligned to contractual and audit requirements.
* Lead advanced analysis of performance data to identify trends, risks, and opportunities, translating data into actionable insight.
* Establish consistent reporting standards and ensure a single version of truth across all data outputs.
* Drive root cause analysis on performance failures and embed corrective actions at a strategic level.
Compliance, Quality Assurance & Governance
* Lead the compliance and quality assurance framework, ensuring adherence to contractual, regulatory, and internal standards.
* Oversee audit programmes, ensuring findings are tracked, reported, and resolved effectively.
* Ensure all documentation, reporting, and operational processes meet governance and audit requirements.
* Act as the escalation point for compliance risks and performance-related issues.
* Embed a culture of accountability, transparency, and continuous improvement across all contracts.
Service Improvement & Operational Excellence
* Lead the development and governance of Service Improvement Plans (SIPs), ensuring clear ownership, measurable outcomes, and timely delivery.
* Partner with operational leaders to implement improvement initiatives and track measurable impact.
* Drive consistency in operational performance through best practice sharing and standardisation.
* Identify opportunities for innovation, efficiency, and service enhancement, including use of data, automation, and new technologies.
* Support continuous improvement initiatives aligned to Lean or similar methodologies
Data, Systems & Analytics
* Own the strategic development of reporting dashboards and reporting capability across the contract portfolio.
* Ensure data integrity across multiple systems (e.g. ServiceNow, SharePoint, operational systems).
* Lead the evolution of data models, reporting frameworks, and automation to improve efficiency and insight quality.
* Champion data-driven decision making across the business.
* Work with stakeholders to translate operational needs into scalable reporting solutions.
Stakeholder Engagement & Leadership
* Act as a senior point of contact for performance, compliance, and reporting across internal teams and clients.
* Lead performance review meetings, presenting clear, insight-driven narratives and recommendations.
* Collaborate with Contract Managers, Sector Leads, HR, Finance, and Business Improvement functions.
* Influence senior stakeholders to drive performance improvement and accountability.
* Ensure all client-facing reporting is delivered with clarity, accuracy, and professionalism.
KEY PERFORMANCE INDICATORS
* Accuracy, consistency, and timeliness of KPI/SLA reporting.
* Measurable improvement in contract performance and reduction in SLA failures.
* Effectiveness and delivery of Service Improvement Plans.
* Compliance audit outcomes and reduction in non-conformances.
* Adoption and impact of Power BI dashboards and reporting tools.
* Quality and strategic value of insights provided to stakeholders.
* Stakeholder and client satisfaction with performance reporting and governance.
REQUIRED SKILLS AND EXPERIENCE
Essential
* Proven experience in a senior performance, analytics, or contract support leadership role.
* Strong analytical capability with the ability to translate complex data into actionable insights.
* Advanced proficiency in Power BI and data visualisation tools.
* Experience leading compliance, governance, or quality assurance frameworks.
* Strong stakeholder management and influencing skills at senior level.
* Experience managing performance reporting within contract-driven environments.
Desirable
* Experience within Aviation, Facilities Management, or multi-site service operations.
* Knowledge of continuous improvement methodologies (Lean, Six Sigma).
* Experience with systems such as ServiceNow, SharePoint, or similar platforms.
* Experience building or leading data/reporting functions.
ABM Values & Behaviours
The postholder is expected to demonstrate ABM’s core values:
* Respect – Treats colleagues and clients with courtesy and professionalism.
* Integrity – Delivers accurate reporting and acts with honesty at all times.
* Collaboration – Works effectively with a wide range of stakeholders.
* Innovation – Identifies improvements and contributes to efficient working.
* Excellence – Strives for highquality performance in all tasks.
Additional Requirements
* Flexibility to travel to sites as required.
* Commitment to ongoing professional development.
* Commitment to upholding ABM’s policies, including Health & Safety, GDPR, and Quality standards.
Benefits
We’re proud to offer a great range of benefits including:
* 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
* Mental Health support and Life Event Counseling
* Get Fit Programme
* Financial and legal support
* Cycle to work scheme
* Access Perks at Work, our innovative employee app where you can find:
* Perks: discounts, gift cards, cashback, and exclusive offers
* Life: Search for resources and tools on topics ranging from family and life to health, money and work
* Support: Online chat or telephone service for urgent support in a crisis
For more information about ABM’s benefits, visit our
About ABM:
ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.
ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.
For more information, visit .
ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.