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Technical Service Products and Performance Manager

Technical Services Products and Performance Manager


Key Purpose


The Technical Services Products and Performance Manager develops and improves systems to monitor and evaluate organizational and operational effectiveness, including tracking milestones, key performance indicators and related performance across all organizational divisions. This key role will help to assure strategic, focused, effective, collaborative and outcomes-oriented measurement across departments.


The Technical Services Performance Manager formulates and defines systems scope and objectives based on both, user needs and a good understanding of applicable business systems and industry requirements. S/he will devise or modify procedures to solve complex problems considering computer equipment capacity and limitations, operating time, and form of desired results. The Technical Services Performance Manager will analyze business and user needs, document requirements, and translation into proper system requirement specifications. S/he will guide and advise less-experienced Business Systems Analysts. S/he must be competent to work at the highest technical level of most phases of systems analysis while considering the business implications of the application of technology to the current and future business environment.


Success Criteria


  • Lead Technical Services Performance to ensure quality and to identify improvement opportunities for facility management systems
  • Clear linkage between OneISS vision, transformation, and business excellence
  • Participate and embrace the development opportunities within group
  • Ability to guide colleagues in embracing process improvement measures
  • A drive to creative problem solving for new challenges
  • An interest in standardizing solutions to recurring challenges

Key Areas of Collaboration and Influence


  • Partner with Business Transformation, Commercial Excellence, and Operations to promote a culture of innovation and the OneISS vision
  • Communicate effectively with colleagues at multiple accounts and across the company so that information is disseminated effectively and participate in project groups and meetings as required
  • Promote the IFS model within the ISS community
  • Transfer best practice
  • Use the account successes to promote and further develop ISS


Ideal Candidate Experience


  • Bachelor degree required; Graduate degree highly preferred
  • 15+ years of work experience, with 5+ years of experience monitoring systems/M&E, data management, and/or data analytics and visualization required; Program Management experience or exposure preferred.
  • Demonstrated ability to manage, analyze, and report on program and organizational performance data in a fast-paced environment, knowledge of project management application is preferred
  • Ability to create clear, compelling visuals, reports, and storytelling from multiple data sources
  • Experience in training and effective capacity building
  • Proficiency in Excel and other tools for tracking and analyzing data
  • Experience using data management systems required; additional experience with managing/manipulating datasets and/or database structure and logic preferred
  • Demonstrated experience with data analytics and visualization applications and platforms, such as PowerBI (preferred), Tableau, Salesforce Analytics, or other visualization and/or charting tools (Google Charts, R Studio, etc.)
  • Ability to travel to domestically (25%) and international, as needed
  • Excellent writing and communication skills, including experience writing funder reports, SOPs and other program management documents
  • Ability to work independently in a fast-paced environment and meet strict deadlines
  • Excellent critical thinking skills; ability to multi-task


Key Accountabilities


  • Create and manage all business analytic processes such as: documentation, project planning, development, testing, implementation, and reporting and working with business leaders to create policies and execute corporate initiatives regarding organization, technology, and strategic efforts and may include Document Management, Business Analytics, and Business Intelligence business units
  • Participate in technology focused or technology influenced strategic plan formulation
  • Own success of custom programming and BI (Business Intelligence) design, implementation, business acceptance, and system effectiveness
  • Inform and keep senior/executive management abreast of technology projects, polices and/or issues
  • Work with all stakeholders to communicate progress and expectations to the organization
  • Serve as lead liaison between the business groups, information technology and vendors
  • Be responsible for ensuring involvement of all critical participants to completion of projects
  • Assist in the evaluation of software and hardware planning
  • Make recommendations to executive management regarding system purchases
  • Design business metrics for accountability
  • Meet with various stakeholders to understand requirements and develop business metrics to include client rankings, aggregate portfolio additions and run off, operational effectiveness measures and cash management measures
  • Provide formal supervision to individual employees within single functional or operational area
  • Approve subordinate's recommendations for recruitment, selection, promotion, advancement, corrective action, and termination
  • Effectively recommend same for direct reports to next level management for review and approval
  • Plan and monitor appropriate staffing levels and utilization of labor, including overtime
  • Prepare and deliver performance appraisal, mentor, and coach team members to further develop competencies
  • Lead by example and model behaviors that are consistent with the company's values


Physical Demands & Work Environment


  • Prolonged periods of sitting at a desk and working on a computer
  • Must be able to lift up to 15 pounds at a time
  • Must be able to travel



ISS, a leading workplace experience and facility management company, provides placemaking solutions that contribute to better business performance and makes life easier, more productive and enjoyable – delivered to high standards by people who care. ISS believes that people make places and places make people. From strategy through to operations, ISS partners with over 60,000 customers in 30+ countries to deliver places that work, think and give and is served by 471,056 employees who connect people and places every single day. In 2019, ISS earned DKK 78 billion in revenue. It is headquartered in Copenhagen, Denmark.

Date posted:  Nov 13, 2021
Region:  Americas

SAN ANTONIO, TX, US, 78232-5009

Job Category:  Engineering
Full time/Part time:  Full Time
Requisition ID:  2604