The Estate Department (ED) provides a safe working platform to support the work FCDO do within the Embassies/ High Commissions and Staff Residential Properties overseas. This includes providing a safe, secure and legally compliant working environment through our facilities management platform.

You will be responsible for the maintenance and development of Performance Business Intelligence (BI), enabling the effective management of outsourced FM contracts, and proactively analysing trends to maintain a high level of service delivery. 

You will lead on the Performance Meetings with Posts, Regional Contract Managers (RCMs) and the suppliers on a regular basis.  This role will include monitoring ED performance data and processes, assess trends and reporting on FM Supplier performance in conjunction with the respective ED Operational colleagues.

You will support the department and RCMs in delivering high-quality stakeholder communications based on the KPIs of the contracts, as well as monitoring the quality-of-service delivery by ED colleagues and Service Providers.  

You will provide advice and guidance to ensure consistency of delivery across the contracts.  You will be responsible for the ongoing development of Key Performance Indicators (KPIs) for all contracts, ensuring contractual requirements are met and that processes across Europe and Asia Pacific are as aligned as possible. Key stakeholders are ED colleagues, the FM Director as well HMAs, DHM’s, and PAGs.

The Performance Manager role is central to much of what happens within ED and as such you will be involved in a wide range of activities on a daily basis.

In this role you will also be responsible for:

• Analysis and ongoing development of the FM Service Providers BI data to ensure proactive decisions are made through the established Governance system to continually improve global FM services (20%). Identify anomalies, inconsistencies & contractual errors, and implement agreed contract management procedures to maintain performance standards, ensure that all contractual obligations are met and that associated performance remedies are correctly applied. Support the development and delivery of improvement plans where implementation is required due to poor performance.
• Approval and ongoing development of KPIs and contract changes for all outsourced contracts associated with ED:  APAC FM Contract, Europe FM Contract, TWS Contract and other future contracts under ED supervision (20%). You will support the Commercial Manager with the data to help with contract changes and tracking updates to the core contract documentations.
• Lead and prepare performance packs for regular performance management meetings, contributing to other Governance Groups as stated under the different contracts (20%). For all FM Posts in Asia Pacific and Europe region, maximising the benefits of available technology & supplier produced data to facilitate effective engagement with stakeholders. 
• Monthly and annual audit programme (15%). Manage and coordinate a robust audit programme across all outsourced contracts in liaison with operational colleagues to ensure full audit assurance of supplier performance. Liaison with FCDO Internal Audit department and lead with any audits affecting services delivered under ED supervision. Lead responsibility for all PQs and FOIs relating to the work of ED.
• Communications (15%): Lead on effective communication strategies to support colleagues in Estates with regular engagement with customers and stakeholders.
• Provide performance support and expertise for the current re-procurement of the APAC outsourced FM contract and future FM contracts (10%). Support the Head of FM Operations on co-ordinating stakeholders and providing relevant performance mechanisms for the current APAC re-procurement and development of future FM contracts.

Resources managed (staff and expenditure):

The role will manage one HEO

• Experience in commercial, contract management or estates.
• Experience in contract changes and running governance meetings.
• Previous Facilities Management (FM) experience;
• Able and willing to challenge contentious issues, investigate and report on issues and to introduce new problem solving methods and innovations.
• Communication skills that enable delivery of a communications plan including provision of regular communication updates to our stakeholder community. 
• An ability to work with others to simplify processes and improve efficiency.
• A proactive approach and a focus on continuous improvement of service provisions.
• Strong IT skills in all MS Office applications

Language requirements:

Expertise in English