Business Improvement Manager

• Drive operational excellence across FM contracts by analysing performance, optimising processes, and leading improvement initiatives
• Map, review, and improve workflows
• Identify operational bottlenecks and implement actionable solutions
• Strengthen use of CAFM systems to improve data quality, job accuracy, asset information and reporting capability
• Embed continuous improvement practices
• Analyse contract KPIs, SLAs, NPS, audit data and customer feedback
• Build clear, insight‑driven dashboards and reporting packs with the Data Team
• Track benefits, efficiencies, and improvements
• Lead improvement projects such as process re‑design, customer experience enhancements, supply‑chain improvements, and engineer process refinement
• Support operational teams through change management
• Drive adoption of standardised processes across sites
• Work with Technical, BIS, CSC, QSHE, Procurement and Finance
• Partner with site leads and customer representatives
• Act as a connector between office‑based teams and field engineers
• Conduct root‑cause analysis
• Use data to inform decisions on resourcing, asset strategies, supply‑chain performance, and customer experience improvements
• Promote a culture of continuous improvement

• Experience in Facilities Management, Service Delivery, Contract Support, Performance Management or Operational Excellence
• Working knowledge of PPM regimes, asset management, compliance frameworks, and reactive workflows
• Familiarity with Lean, Six Sigma or continuous improvement principles (formal certification beneficial but not essential)
• Proven experience delivering measurable improvements in service delivery, performance or customer experience

Formal certification in Lean, Six Sigma or continuous improvement

• 25 days holidays plus Bank Holidays plus option to purchase an additional 5 days leave every year
• Life assurance – 2x basic salary
• Flexible Benefits Scheme – including eye care voucher, store discounts for major retailers, salary sacrifice electric car vehicle lease scheme, personal IT equipment loans, impartial financial/savings guidance
• Access to wellbeing programme
• Company Sick Pay
• Employee recognition programmes which reward exceptional achievements
• Employee Referral bonus with generous bonuses for ‘referring a friend’
• The opportunity to use one working day per year volunteering to help the local community
• Employee Assistance Programme – free, confidential 24/7 365 support on all lifestyle matters