Contract: Government
Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Permanent
We are seeking an experienced Operations Delivery Lead to lead the operational support function for the GPA Hard Services contract, with primary responsibility for reactive maintenance administration, supply chain management and the billing process.
This role will ensure reactive work orders are managed effectively from receipt through to closure, supplier performance is monitored, and accurate billing information is maintained to support revenue recovery and contract performance.
Job Description
Working closely with GPA, KAN, operational teams, subcontractors and finance colleagues, you will provide operational leadership, drive process compliance and deliver accurate management information to support decision-making.
The role also includes leadership of the operational administration team and supporting wider GPA account activities where required.
Key Responsibilities
- Lead the reactive maintenance process, ensuring work orders are completed within contractual timescales.
- Monitor outstanding and overdue work orders, escalating risks and reducing backlogs.
- Manage subcontractor and supplier performance against KPIs and service expectations.
- Lead supplier reviews and drive corrective actions where required.
- Oversee billing validation, ensuring completed works are accurately submitted.
- Support revenue recovery by resolving billing issues and managing unbilled works.
- Produce reports on operational performance, billing exceptions and revenue risks.
- Lead and develop the operational support team while maintaining key stakeholder relationships
Professional and Personal Competencies/Qualifications
- Experience managing a reactive maintenance, service delivery or helpdesk function.
- Strong experience in supply chain and subcontractor management.
- Experience managing billing, revenue administration or work-order validation processes.
- Knowledge of finance processes and revenue recovery activities.
- FM Hard Services experience.
- Experience using CAFM systems such as Maximo, Tririga, Insight or equivalent.
- Advanced Excel and reporting skills.
- Strong stakeholder management and communication skills.
- Previous supervisory or management experience with responsibility for leading and developing teams.
- Ability to analyse performance trends, identify risks and support continuous improvement initiatives.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,
#aplacetobeyou,
#facilitiesmanagement
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing [email protected]
To find out more about what we do go here - https://www.uk.issworld.com/
Work Location: In person
