Senior Manager Performance and Reporting

About the role

The Senior Manager Performance and Reporting leads facilities management performance monitoring, data governance and reporting across large-scale infrastructure and operational facilities. The role oversees the Helpdesk and Duty Management teams and acts as the central authority for data, reporting, dashboards and performance analytics, ensuring accurate, timely and insight-driven reporting in a complex 24/7 environment.

Key responsibilities

• Lead the FM Helpdesk and Duty Management teams, ensure prioritized resolution of asset faults and service requests, and maintain 24/7 operational coverage.
• Develop and manage performance reporting frameworks covering service delivery, asset performance and contractor compliance, including dashboards, KPI tracking and monthly reports for leadership.
• Analyze data from multiple service providers and systems to produce actionable insights and ensure data integrity.
• Act as focal point for FM data management and reporting systems (e.g. CAFM/CMMS such as Maximo), overseeing data collection, validation and database development.
• Drive continuous improvement, identify trends and gaps, and promote data-driven decision-making.
• Maintain performance and risk registers, monitor SLA compliance, and support audits and performance reviews.

Required profile

• Bachelor's degree in Engineering, Facilities Management, Business Management, Data Analytics or a related field; certifications in Lean, Six Sigma, data analytics or quality management systems preferred.
• Minimum 8-10 years of experience in performance reporting, operations management or data analytics within facilities management or similar.
• Experience managing reporting, dashboards and data analytics in large-scale operations, and with CAFM/CMMS systems.

Required skills

• Performance reporting, KPI management and data analytics and visualization tools
• Advanced Excel and dashboard development
• Continuous improvement methodologies (Lean / Six Sigma)
• Stakeholder communication and presentation