Head of Operational Performance Improvement page is loaded## Head of Operational Performance Improvementlocations: Londontime type: Full timeposted on: Posted Todaytime left to apply: End Date: April 30, 2026 (30+ days left to apply)job requisition id: R6443**We have a newly created role for a Head of Operational Performance Improvement** to be responsible for driving continuous improvement across hard and soft FM operations across the entire UPP portfolio. Focusing on optimising processes, workforce planning, colleague utilisation, and operational efficiency to improve service performance, cost control, and customer satisfaction. Whilst championing new ways working, increased automation and the digitisation of tasks at site to reduce administrative burden.Working closely and effectively with operational leaders, technical services managers, sinking fund project managers, the technology and digital team and our university partners, to embed best-practice ways of working, standardise delivery models, and ensure labour and resources are deployed effectively across the estate. This role will be critical in establishing and embedding a unified UPP way of working across the estate, using internal and external performance benchmarks to optimise performance. This standard model of operation will then form the core input into any relevant future bids.Leading the commercial function within the COO team, this role will also be accountable for reviewing operational performance at site against the contract in the project agreement, ensuring that any amendments to the services are picked up and managed effectively.**Key areas of responsibility for this role will include:*** Operational Performance & Process Improvement* Workforce Planning & Staff Utilisation* Efficiency, Productivity & Cost Control* Commercial Leadership* Performance Reporting & Insight* Stakeholder & Client Engagement* Change & Continuous Improvement CultureThis is an opportunity to take the lead in shaping the future of UPP’s FM operations by driving innovation, efficiency, and consistently high‐performing services across our full portfolio.This is hybrid role based in our award-winning offices near London Bridge, Cannon Street and Monument stations.**We are looking for** you to have experience gained in a senior operational improvement and/or performance role within FM, property services, housing, PBSA, or multi-site environments. With extensive experience across both hard and soft FM service delivery and have a background in process improvement, workforce planning, and staff utilisation. Along with experience operating in and working with large, complex, multi-site contracts.You’ll have strong analytical capability, commercial awareness and confident working with senior operational and client stakeholders to effectively drive change in an operational environment.You will be results focused, innovative, forward thinking and able to prioritise effectively.**In return, we are offering** a competitive salary with a great benefits package which includes a discretionary 20% performance bonus, 29 days holiday plus bank holidays, private healthcare, pension, enhanced family leave policy, life assurance, training, two paid volunteering or personal development days and cycle to work scheme. Check out our website for more information about UPP, our culture and benefits.UPP welcome all applications and recognise the value of having a diverse and inclusive culture, which reflects the communities we work with and has a positive impact on our people, our student residents, and our university partners.We understand all disabilities, impairments and conditions are unique, so please advise us of any adjustments to support you through our recruitment process and help you to thrive at work.Our core values of Innovation, Sustainability, Community, Partnership and Respect, are fundamental to our culture and summarise what is important to our business and our people.**We are a team with energy, pace and passion; if that sounds like you, apply today and one of our in-house recruitment team will be in contact.**We are proud to be the UK’s leading provider of on-campus residential and academic accommodation, with over 35,000 beds where more than 500,000 students from around the world have called home over the years. We provide a complete solution of Design, Build, Fund, and Operate (DBFO) student accommodation and campus facilities exclusively to the higher education sector. This means we not only design and create cutting edge sustainable buildings, but we also help finance them and successfully manage the onsite operations long-term.However, we’re more than just accommodation, we create spaces where students can thrive, connect, and make the most of their university experience. Our mission is to support every student's journey by offering a safe, inclusive and inspiring environment to live and learn.At UPP, we believe your career should be as rewarding as the impact you make. Here’s what you can expect when you join us:To learn more about what we offer, check out our Working Environment, Benefits and Career Development tabs on our .**Apply today and start your journey with UPP.*** **Diversity, Inclusion & Belonging:** An inclusive culture where everyone feels respected, heard, and empowered.* **Career Growth**: Learn, lead, and progress with tailored training and leadership programmes.* **Rewards & Benefits**: Competitive package and range of benefits designed for you.* **Health and Wellbeing**: From mental health resources to wellness programmes, and everyday support.* **Purpose & Impact**: Every role shapes the student experience.
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