Operations Performance Manager

As a global leader in facilities services we connect people and places to make the world work better. Whether directly or indirectly, you’ll play a vital role in supporting our placemakers in delivering exceptional workplace experiences for our customers. Together, we make space for people and businesses to thrive.

As the Operations Performance Manager, you will play a pivotal role in shaping and executing the strategic roadmap for the Global Key Account. This position is central to achieving ISS’s multi-year growth ambitions and Lighthouse accreditation, ensuring ISS is recognized as the best-in-class partner for our customer. You will be empowered to drive transformation, innovation, and operational excellence across a complex, global environment — making a measurable impact on both ISS and our client’s success.

The role of Operations Performance Manager is an exciting opportunity to work in an innovative and transformative space as part of a dynamic global team. Reporting to the Global Account Director, the role is a crucial element to the ISS Transformation ambitions and provides an opportunity to have full ownership of two key strategic objectives for the Global Key Account, Operational Performance and Innovation. The role is also responsible for leading excellence initiatives leveraging ISS tools and concepts.

Location: Flexible, Europe

Language: Business English

Key Purpose:
The Operations Performance Manager is a key role enabling the delivery of both ISS and our customer’s strategic objectives. You will be a trusted partner to customer stakeholders, driving measurable outcomes and strengthening our strategic partnership. The role champions best practice through proactive and innovative solutions to optimise service delivery, reduce risk, and drive continuous improvement and performance in service delivery. You will collaborate closely with senior leaders across ISS and the customer organization to align strategic priorities, co-create solutions, and ensure consistent execution across markets.

You will act as the innovation catalyst for the account—identifying emerging trends, piloting new solutions, and scaling successful initiatives globally. This includes leveraging ISS tools, industry best practices, and customer insights to co-create high-impact innovations that deliver measurable outcomes.

The remit includes working closely with a large volume of stakeholders within a global matrix organisation. The role requires a self-starter, capable of building strong networks, relationships, and a knowledge base across various service lines and functions to ensure a holistic, solution-based, outcome-driven approach.

Success in this role will be measured by progress toward Lighthouse accreditation, year-on-year performance improvement, CNPS/ENPS scores, and the successful deployment of high-impact innovation and improvement initiatives.

Your key responsibilities will be:

1. Strategic Initiatives & Account Development

• Contribute to the creation and ongoing maintenance of the Account Development Plan (ADP), with specific responsibility for Performance and Innovation elements.
• Develop and deliver the path to “Lighthouse” accreditation for the Global Key Account.
  
  

2. Performance Management

• Lead KPI performance management across the Global Key Account.
  
  

3. Innovation & Continuous Improvement

• Act as the innovation catalyst for the account, identifying, piloting, and scaling new solutions globally.
• Own the Continuous Improvement forums & governance, developing excellent relationships with customer counterparts, championing innovative solutions, and ensuring initiatives satisfy all relevant approval processes.
• Work with Global Subject Matter Experts, Service Line, and Local Operations Performance Leads to identify, develop, deploy, and deliver initiatives across key areas including Continuous Improvement, Optimization & Efficiency, Flexibility, Sustainability, and Quality.
• Manage process and track progress, verifying if initiatives are proceeding according to plan, introducing corrective measures where necessary, and documenting initiative achievements and outcomes.
  
  

4. Governance & Risk Management

• Oversee operational risk management governance and processes for the Global Key Account.
• Ensure delivery and adherence to governance and process, both client and ISS gateways, including the development of executive briefing material and analytics for steering committee meetings.
• Drive the development and maintenance of ISS Procedure Manuals for the account.
• Lead the creation and regular review of Business Continuity Plans, ensuring operational resilience.
• Oversee the development and updating of Exit Management Plans to ensure smooth transitions and risk mitigation.
  
  

5. Customer Engagement & Relationship Management

• Engage directly with senior customer stakeholders to understand their needs, co-develop innovative solutions, and ensure high levels of satisfaction and partnership.
  
  

6. Knowledge Sharing & Capability Building

• Drive knowledge sharing, best practice, and upskilling with account teams globally.

Professional Qualifications:

• Experience in creating and implementing processes and procedures

• Strong experience with increasing responsibility working in services, preferably in the outsourcing, real estate and/or facilities management field
• Experience in an operating environment with a large volume of stakeholders and tight deadlines
• Background with Lean/Six Sigma principles and process improvement orientation advantageous
• Fundamental commercial, financial and transition process awareness
• Strong project management and planning skills
• Strong resource planning and allocation skills
• Desirable: Experience integrating sustainability principles into service delivery models

Personal Qualifications:

• Communication and presentation skills of high level
• Ability to influence, articulate and hold a position
• Experience in transforming concepts into action

Why ISS

At ISS, we are more than just a service provider of cleaning, food, workplace and technical services, we are a partner in our customers’ success. By creating exceptional service moments and transforming workplaces into spaces where employees feel valued, engaged and productive, we enhance productivity and help our customers to attract talent and grow their businesses. This begins with our own people through training, career development, and a supportive culture – empowering them to deliver outstanding service. We know that when our people thrive, they create spaces where our customers’ employees and businesses thrive too.

ISS is a Place to Be You.

Be who you are. Become what you want. Be part of something bigger.

Become more. Become ISS.

How you’ll apply

Apply directly via the link on this page by submitting a cover letter, CV and other relevant documents for the position you are applying for.

We look forward to receiving your application as soon as possible.

ISS seeks to BE a place of belonging and CREATE places where every person is welcomed, embraced, and valued for exactly who they are. Places where people feel safe, respected, represented, and supported as their authentic selves.

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