Job Description

Business Improvement Manager

Contract: Key Account Network

Location: Birmingham, B37 7YN

Hours of work: 40

Contract Type: Permanent

We are seeking a proactive, results-driven Business Improvement Manager to join our Operational Service Centre at ISS.

This is a pivotal role where you will drive continuous improvement across our end-to-end work order management processes, helping to enhance operational efficiency, service delivery and overall performance within facilities management.


If you are passionate about data-led improvement, collaboration and making a tangible impact, this role offers an exciting opportunity to shape how our operations perform at scale.

Key Responsibilities

As Business Improvement Manager, you will lead improvement initiatives across the Operational Service Centre, including:


Driving process improvement by analysing current workflows across helpdesk operations, critical incident management, subcontractor and mobile engineering dispatch, quotes, remedials and technical acceptance. You'll identify inefficiencies, reduce costs and improve service outcomes. Using data and insights to review management information, analyse trends and measure the impact of improvement initiatives, supporting informed decision-making. Collaborating with stakeholders across helpdesk, engineering teams, subcontractors and wider functions to embed a culture of continuous improvement and shared ownership. Enhancing systems and technology, evaluating existing work order management tools and recommending improvements or new solutions in partnership with IT and other teams. Supporting training and development, identifying capability gaps and coordinating training to embed new processes and ways of working. Monitoring performance, defining and tracking KPIs to ensure improvements deliver sustainable results and identifying further enhancement opportunities. Leading improvement projects end-to-end, ensuring delivery against agreed timelines, budgets and objectives using robust project management approaches. Championing continuous improvement, facilitating workshops and engaging teams to generate innovative ideas and drive positive change.

Professional and Personal Competencies/Qualifications

A Bachelor's degree in Business Administration, Facilities Management, Operations Management or a related field. Experience in business improvement, operations or facilities management. Strong understanding of work order management processes within a facilities management environment. Proven experience using data analysis tools (e.g. Excel, data visualisation software). Solid project management capability with experience delivering process improvement initiatives. Excellent communication, stakeholder engagement and leadership skills. Ability to thrive in a fast-paced environment while managing multiple priorities.

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. #ISSGreatPeople #ISSTalent #PeopleMakePlace


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 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 resourcing.team@uk.issworld.com


If you are interested in learning about other opportunities at ISS, please join our Talent community by clicking on the following link: TalentPlace


To find out more about what we do - https://www.uk.issworld.com/


Work Location: In person