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 ForExperience -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.