Role: Business Improvement Lead (Cleaning Services)
Job Status: Full Time/ Permanent
Location: Berkshire with travel to customer sites as required
Vacancy Reference: VR/05444
We are recruiting on behalf of a well-established commercial cleaning provider who has been delivering high-quality services since 1999. Employing around 1,000 colleagues and generating £15m in annual turnover, the business manages a diverse portfolio of multi-site contracts across the South East of England, including schools, healthcare facilities, offices, and leisure venues. As part of their continued growth, an opportunity has arisen for an experienced Business Improvement Lead to lead service quality, client outcomes, and contract performance, ensuring consistently high standards across the organisation.
The Role:
This senior leadership position is responsible for ensuring service delivery standards remain consistent, compliant, and aligned with client expectations across a diverse contract portfolio.
Working closely with the Head of Operations, who oversees day-to-day service delivery, you will focus on driving performance, strengthening client relationships, improving service standards, and supporting long-term business growth.
This is a highly visible role offering the opportunity to influence service delivery strategy and operational excellence across the business.
Key Responsibilities:
- Lead and maintain consistent service standards across all customer sites
- Monitor and improve contract performance against agreed KPIs and SLAs
- Identify areas of underperformance and implement effective improvement plans
- Drive continuous improvement initiatives to enhance service quality
- Build and maintain strong relationships with key client stakeholders
- Lead service review meetings and performance discussions
- Manage escalated issues professionally and effectively
- Support customer retention through high levels of service delivery
- Work closely with operational teams to ensure services are delivered consistently and efficiently
- Support the mobilisation of new and complex contracts
- Ensure service solutions are practical, scalable, and commercially viable
- Contribute operational expertise to tender submissions, retenders, and client presentations
- Support service design and mobilisation planning for new business opportunities
- Assist with wider business improvement projects and strategic initiatives
Skills & Experience:
You will bring significant experience from the commercial cleaning or facilities management sector, along with a strong understanding of service delivery across multi-site contracts.
You should be able to demonstrate:
- Experience in a senior service delivery, operations, or leadership roleA
- A proven track record of managing and improving multi-site contract performance
- Strong client relationship management skills at a senior level
- Knowledge of service standards, compliance requirements, KPIs, and continuous improvement methodologies
- Excellent leadership, communication, and stakeholder management skills
- A strategic approach combined with a practical, hands‑on mindset
- High levels of professionalism, accountability, and integrity
Requirements:
- Extensive experience within commercial cleaning or facilities management
- Experience leading teams and working across multiple business functions
- Full UK driving licence and willingness to travel regularly to customer sites
- Full right to work in the UK
- Satisfactory employment references
- A senior leadership position within a growing and established organisation
- The opportunity to influence service delivery standards across a substantial contract portfolio
- A supportive and collaborative working environment
