Job Title: Performance Manager Purpose and Scope of the role The main function of the role is to support the performance of a key contract through the production of reports, management / support of KPI / SLA performance and implementation of business improvement activities to show continuous improvement. Role Responsibilities: Operational This position will support the Account Manager, and Helpdesk in the running of a key Account, and will involve: Review the performance monitoring model for the account in relation to the running and operational of the day-to-day helpdesk/scheduling activities and interaction with the operational teams. To monitor, action, and ensure adherence to SLA/KPIs for both planned and reactive maintenance Educating, training, and supporting the account teams in the performance model and ways to improve performance / communication. Supporting the design of business processes for the scheduling of Planned and reactive tasks. Developing and issuing performance and operational reporting. Attending and contributing to internal and external performance meetings Acting as the central coordinator for business improvement with regards to schedule and KPI adherence To have a very good knowledge of CAFM systems / pay mech and performance reporting / management CORE COMPETENCIES (Experience, Knowledge, Communications and Working Relationships) Extensive experience with facilities management / CAFM systems, such as Concept / Planon / Maximo Good, rounded experi