Performance Manager

Job Overview

We are currently recruiting for a Performance Manager to join the OCS Home Office contract team, based in either our Glasgow or Edinburgh office.

The Performance Manager will monitor the daily performance of engineers and subcontractors across the contract, identifying service risks, missed targets and operational issues before they affect delivery.

This is a hands-on performance and coordination role. You will work closely with operational managers, engineers, subcontractors and the Helpdesk to ensure work is progressing, service levels are achieved and clear daily mitigation plans are implemented wherever performance falls below expectations.

The successful candidate will be organised, analytical and confident challenging performance while maintaining positive working relationships. You must be comfortable reviewing operational data, identifying trends and following actions through to completion.

Key Responsibilities

• Monitor the daily performance of engineers and subcontractors across the Home Office contract.
• Review planned and reactive maintenance activity against contractual KPIs and SLAs.
• Identify overdue work, service risks, recurring failures and emerging performance issues.
• Produce clear daily mitigation and recovery plans rather than relying solely on weekly reporting.
• Work with operational managers to allocate actions, confirm ownership and agree completion timescales.
• Track engineer productivity, job completion, first-time fixes, attendance and outstanding follow-on works.
• Monitor subcontractor performance and challenge delays, poor-quality information and missed commitments.
• Ensure operational systems and performance data are accurate, complete and regularly updated.
• Produce daily, weekly and monthly performance reports for internal and client review.
• Analyse performance data to identify trends, root causes and opportunities for improvement.
• Support operational meetings by providing clear information on current performance, risks and required actions.
• Escalate significant risks and repeated failures to the appropriate operational manager.
• Maintain action trackers and follow agreed mitigations through to completion.
• Support continuous-improvement initiatives across service delivery, reporting and operational processes.
• Build effective relationships with engineers, managers, subcontractors and client representatives.
• Ensure all performance activity supports contractual, compliance and customer-service requirements.

About You

• Previous experience in performance management, operational support, facilities management, engineering coordination or a similar environment.
• Experience monitoring engineer, contractor or subcontractor performance.
• Strong understanding of KPIs, SLAs, planned maintenance and reactive service delivery.
• Able to identify operational risks and develop clear, practical mitigation plans.
• Confident challenging performance and holding individuals accountable for agreed actions.
• Strong analytical and problem-solving skills.
• Excellent organisation and attention to detail.
• Clear written and verbal communication skills.
• Comfortable producing reports and presenting performance information to operational stakeholders.
• Strong Microsoft Excel skills, including the ability to analyse and present data.
• Experience using CAFM, Helpdesk or performance-reporting systems would be advantageous.
• Facilities management or hard-services experience would be beneficial.
• Able to work from either the Glasgow or Edinburgh office.
• Able to obtain and maintain the required Home Office security clearance.

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

✅Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.

🚀Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.

🙂 Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.

📝Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!

💰Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)