Serco Plc
Performance Manager
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Who we are
VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.
What we do
We put our Customers and Families First. They are the driving force behind everything we do. We drive forward improvements for them to ensure the service they receive, whether reactive repairs or a major project, is completed safely and on time. In order to achieve this, we have 4 core values: open, caring, agile and collaborative. These are at the heart of everything we do.
Location: Salisbury
Permanent, Full time
Salary: Up to £60,000
Are you a data-driven performance professional looking for a role where your analysis can directly improve service delivery? As Performance Manager with VIVO, you’ll play a pivotal role in monitoring, understanding and improving the performance of a high-profile hard FM contract in Salisbury.
This is an opportunity to take ownership of contract performance, using data, insight and innovation to help ensure contractual obligations, SLAs and KPIs are consistently achieved. Reporting directly to the Operations Director, you’ll work across Operational Delivery, Service Centre Scheduling, Technical Compliance, Quality Assurance and Support teams to identify emerging risks, understand performance gaps and turn insight into meaningful improvements.
You’ll be responsible for monitoring and analysing a wide range of performance information, looking beyond the numbers to understand what they are telling us about the operation. By identifying trends, emerging risks and opportunities, you’ll help the wider team take proactive action before issues become contractual failures.
A key part of your role will be developing and executing data-led improvement strategies. You’ll investigate performance issues, undertake root cause analysis and lead the implementation of corrective and preventative actions, ensuring improvements are measurable and sustained.
You’ll also work closely with the Business Excellence Team to develop and continually improve performance dashboards, reports and management information. Your ability to turn complex data into clear, meaningful insight will help senior stakeholders and operational teams make informed decisions and understand exactly where attention is needed.
As the subject matter expert for VIVO’s CAFM system, you’ll play a critical role in ensuring data is used effectively to drive performance and compliance. You’ll champion data integrity, accuracy and auditability, helping ensure the information used for internal and external reporting can be trusted.
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You’ll coordinate contractual performance reporting and governance submissions, providing clear and timely information to senior stakeholders and customers. You’ll monitor both leading and lagging indicators, using forward-looking insight to identify potential risks and ensure the operation remains on track.
The role is about much more than reporting. You’ll help create a culture of continuous improvement by connecting performance data with lessons learned, customer feedback and operational experience. You’ll identify opportunities to automate, simplify and innovate processes, helping teams work more efficiently while improving customer outcomes and contractual performance.
You’ll also act as a trusted source of advice for operational teams, providing coaching and guidance on the interpretation and application of performance data and reporting requirements. Your ability to communicate complex information clearly and influence stakeholders will be just as important as your analytical capability.
This is a hybrid role, working from home with regular travel to sites, offering the opportunity to combine flexibility with meaningful engagement across the contract and its operational teams. The role is 37.5 hours per week and is subject to SC clearance. Due to site requirements, you must be a British national and hold a full UK driving licence.
About You
We’re looking for an analytical and commercially aware performance professional with strong experience of KPI management within a facilities management contract environment.
You’ll have advanced analytical and reporting skills and be comfortable interrogating complex datasets to identify trends, risks, performance gaps and root causes. Crucially, you’ll be able to move beyond simply producing reports, translating your analysis into practical recommendations and measurable improvements.
You’ll have extensive experience using CAFM systems and business intelligence tools, with the ability to develop and maintain performance reporting frameworks, dashboards and governance processes. Experience with Maximo would be highly valuable, alongside a strong understanding of how accurate and reliable operational data can support both compliance and performance.
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You’ll have a proven track record of driving continuous improvement and operational excellence. Whether identifying an emerging risk, investigating a recurring performance issue or finding an opportunity to automate and simplify a process, you’ll be proactive in turning insight into action.
Experience of operational management within the facilities management industry is essential, as you’ll need to understand the relationship between performance data and what is actually happening on the ground.
You’ll also be a confident stakeholder manager and communicator. You’ll work with operational teams, technical and compliance specialists, scheduling teams, senior leaders and customers, so you’ll need to be comfortable influencing people, challenging constructively and explaining complex performance information in a clear and accessible way.
You’ll be naturally curious, organised and solutions-focused, with a strong attention to detail and a genuine interest in understanding why performance is changing and what can be done to improve it.
If you’re excited by the opportunity to use data and performance insight to influence real operational outcomes, improve customer experience and support the successful delivery of an important Defence contract, this could be an excellent next step with VIVO.
What We Offer
- 6% employee matched pension contribution
- Private medical cover for self and partner
- Company car/car allowance
- Life assurance 2x annual salary
- 25 days annual leave
VIVO Defence Services
The role you have applied for is with VIVO Defence Services, a joint venture between Serco and EQUANS. By applying for this role, please be aware that information contained within your CV may be shared between VIVO Defence Services, Serco and EQUANS during the recruitment process.
At VIVO, we are committed to building a diverse and inclusive organisation that supports the needs of all. Therefore, we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.
We are open to discussions around flexibility and flexible working and operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident Leader. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.
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