Head of Operational Performance

**About The Company**: 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.

**About The Role**:
**Shift Pattern**:Monday to Friday, to suit business needs

Location: UK wide
Reporting to: Strategic Partnership Director

**Role Purpose**

The Head of Operational Performance will lead the central operational functions of a major account responsible for delivering services to some of the most iconic entertainment attractions in the UK. This role is pivotal in ensuring operational excellence across all operations as well as directly managing central functions such as finance, QHSE, helpdesk and scheduling, people and talent, and guest experience training. It will also serve as the key interface between the account and our OCS Centres of Excellence, driving performance, innovation, and continuous improvement.

A core responsibility is the development and management of a robust KPI performance framework, with monthly reporting to both internal and client stakeholders.

**Key Responsibilities**

Operational Leadership
- Lead and manage central operations teams including finance, QHSE, helpdesk and scheduling, people and talent, and guest experience training.
- Ensure operational delivery aligns with strategic objectives and contractual commitments.
- Maintain strong governance, compliance, and reporting standards across all operational functions.
- Ensure oversight and delivery of key OCS initiatives and products that were promised as part of the bid.

Performance Management
- Design, implement, and manage a comprehensive KPI performance management system.
- Produce monthly performance reports with insights and recommendations for improvement.
- Monitor service delivery against contractual SLAs and KPIs, ensuring timely resolution of issues.

Innovation & Continuous Improvement
- Collaborate with OCS Centres of Excellence to embed innovation and best practice across the account.
- Identify and lead initiatives to improve operational efficiency, service quality, and customer experience.
- Support the Strategic Partnership Director in strategic planning and performance reviews.

Stakeholder Engagement
- Act as the operational link between the account and internal support functions.
- Build strong relationships with client stakeholders, ensuring operational delivery meets and exceeds expectations.
- Represent the account in internal forums and working groups focused on operational excellence.

People & Culture
- Foster a high-performance culture across operational teams.
- Work closely with HR and Talent teams to ensure effective workforce planning, recruitment, and development.
- Support the Guest Experience Training team in delivering impactful training programmes.

**Skills & Experience Required**:

- Proven leadership experience in operational roles within complex service environments.
- Strong understanding of finance, QHSE, scheduling, and talent management.
- Demonstrated experience in KPI development, performance reporting, and data-led decision making.
- Excellent stakeholder management and communication skills.
- Track record of driving performance and innovation.

**Desirable**
- Strong operational background in Security, Cleaning or Technical Services
- Familiarity with ESG
- Proficient in Power BI and Microsoft Office tools, with an interest in data analytics