Performance Manager-Dumfries & Galloway Royal Infirmary
| Posting date: | 30 January 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £47000-47000 per annum |
| Hours: | Full time |
| Closing date: | 01 March 2026 |
| Location: | Dumfries, DG2 8PS |
| Company: | Serco Limited |
| Job type: | Permanent |
| Job reference: | 307376-43939607 |
Summary
Performance Manager
Location: Dumfries & Galloway Royal Infirmary, DumfriesSalary: £47,000 per annum plus benefitsSchedule: Monday–Friday, 8am–4pm
Performance Manager
Location: Dumfries & Galloway Royal Infirmary, Dumfries Salary: £47,000 per annum plus benefits Schedule: Monday–Friday, 8am–4pm
Ready to impact a better future? As a Performance Manager in our Health division, you’ll ensure the quality and performance of contracted services at Dumfries & Galloway Royal Infirmary. You’ll use insight, data, and strong relationships to help maintain high standards, resolve issues proactively, and support colleagues in delivering services that positively impact patients, staff, and the wider community.
This role plays a key part in contract performance, reporting, and governance. You’ll work closely with customers and leadership teams, manage service performance processes, and contribute to a culture of trust, collaboration, and continuous improvement. Your work will help shape operational decisions and ensure services remain safe, compliant, and effective.
What you’ll do as a Performance Manager
You’ll be entrusted to:
- Lead and participate in Serco Cares and Clinical Governance initiatives.
- Identify opportunities to improve performance efficiency and support better patient care.
- Ensure full compliance with confidentiality and data protection guidance linked to CAFM systems.
- Manage complex service issues and make autonomous decisions to resolve them.
- Liaise with customers and senior NHS and SPV managers to ensure required service levels are met.
- Investigate client complaints and produce written reports with recommendations.
- Monitor KPIs, agree improvement plans, and manage multiple complex issues simultaneously.
- Maintain accurate service records and ensure compliance with Health & Safety, Quality, Serco, SPV and NHS policies.
- Work within operational procedures, guidelines, and the Facilities Management Agreement.
- Use safe working practices and risk assessments to protect yourself and others.
- Contribute to leadership meetings and propose service improvements.
- Monitor work orders and performance thresholds using the CAFM system.
- Monitor monthly contract performance, including financial deductions and service tolerances.
- Manage the Temporary Repair Form process and escalate discrepancies to reduce financial penalties.
- Calculate monthly performance and unavailability deductions for invoicing.
- Identify cost‑improvement opportunities using data and insights.
- Analyse service delivery data and produce reports for Contract Managers, SPV, and NHS Boards.
- Review and correct service event data in the CAFM system.
- Use Microsoft Office (Word, Excel, PowerPoint, Outlook) to complete tasks.
- Support improvements to CAFM question sets and highlight system issues.
- Build insightful performance reports, identify trends, and contribute to audits.
- Build and maintain effective working relationships across Serco, NHS, and SPV teams.
- Communicate complex and sensitive information clearly and professionally.
- Use judgement and autonomy in decision‑making and performance issue resolution.
Does this sound like you? You’ll be a great fit for this role if you have:
- Degree‑level education or equivalent experience.
- Strong understanding of contractual obligations and KPIs.
- Experience working in healthcare and facilities management environments.
- CAFM system competency.
- Strong Microsoft Office skills, especially Excel.
- Proven ability to extract, interpret, and analyse data and trends.
- Knowledge of HR policies and the ability to work flexibly.
Vetting and checks:
This role requires membership of the PVG Scheme, which involves a detailed check of spent and unspent convictions and other relevant information to ensure safeguarding compliance. You will also complete an Occupational Health Questionnaire so we can provide any necessary support to help you carry out your responsibilities.
Discover all you need to keep growing We’re one of the top 1% of international employers, so you can have confidence you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them.
What we offer
- Holidays: 25 days plus bank holidays (and the option to buy up to five additional leave days each year)
- Pension: Up to 6% contributory pension scheme
- Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships
- Health and wellbeing: Employee Assistance Programme, wellbeing app, Bupa Anytime HealthLine, 24/7 virtual GP service
- Discounts: Access to discounts across ~1,000 retailers
- Charity: Paid volunteering day and Payroll Giving options
- Employee networks: LGBTQIA+, women, carers, disability, veterans, cultural diversity and more
Let’s impact a better future, together. Apply today.
Location: Dumfries & Galloway Royal Infirmary, DumfriesSalary: £47,000 per annum plus benefitsSchedule: Monday–Friday, 8am–4pm
Performance Manager
Location: Dumfries & Galloway Royal Infirmary, Dumfries Salary: £47,000 per annum plus benefits Schedule: Monday–Friday, 8am–4pm
Ready to impact a better future? As a Performance Manager in our Health division, you’ll ensure the quality and performance of contracted services at Dumfries & Galloway Royal Infirmary. You’ll use insight, data, and strong relationships to help maintain high standards, resolve issues proactively, and support colleagues in delivering services that positively impact patients, staff, and the wider community.
This role plays a key part in contract performance, reporting, and governance. You’ll work closely with customers and leadership teams, manage service performance processes, and contribute to a culture of trust, collaboration, and continuous improvement. Your work will help shape operational decisions and ensure services remain safe, compliant, and effective.
What you’ll do as a Performance Manager
You’ll be entrusted to:
- Lead and participate in Serco Cares and Clinical Governance initiatives.
- Identify opportunities to improve performance efficiency and support better patient care.
- Ensure full compliance with confidentiality and data protection guidance linked to CAFM systems.
- Manage complex service issues and make autonomous decisions to resolve them.
- Liaise with customers and senior NHS and SPV managers to ensure required service levels are met.
- Investigate client complaints and produce written reports with recommendations.
- Monitor KPIs, agree improvement plans, and manage multiple complex issues simultaneously.
- Maintain accurate service records and ensure compliance with Health & Safety, Quality, Serco, SPV and NHS policies.
- Work within operational procedures, guidelines, and the Facilities Management Agreement.
- Use safe working practices and risk assessments to protect yourself and others.
- Contribute to leadership meetings and propose service improvements.
- Monitor work orders and performance thresholds using the CAFM system.
- Monitor monthly contract performance, including financial deductions and service tolerances.
- Manage the Temporary Repair Form process and escalate discrepancies to reduce financial penalties.
- Calculate monthly performance and unavailability deductions for invoicing.
- Identify cost‑improvement opportunities using data and insights.
- Analyse service delivery data and produce reports for Contract Managers, SPV, and NHS Boards.
- Review and correct service event data in the CAFM system.
- Use Microsoft Office (Word, Excel, PowerPoint, Outlook) to complete tasks.
- Support improvements to CAFM question sets and highlight system issues.
- Build insightful performance reports, identify trends, and contribute to audits.
- Build and maintain effective working relationships across Serco, NHS, and SPV teams.
- Communicate complex and sensitive information clearly and professionally.
- Use judgement and autonomy in decision‑making and performance issue resolution.
Does this sound like you? You’ll be a great fit for this role if you have:
- Degree‑level education or equivalent experience.
- Strong understanding of contractual obligations and KPIs.
- Experience working in healthcare and facilities management environments.
- CAFM system competency.
- Strong Microsoft Office skills, especially Excel.
- Proven ability to extract, interpret, and analyse data and trends.
- Knowledge of HR policies and the ability to work flexibly.
Vetting and checks:
This role requires membership of the PVG Scheme, which involves a detailed check of spent and unspent convictions and other relevant information to ensure safeguarding compliance. You will also complete an Occupational Health Questionnaire so we can provide any necessary support to help you carry out your responsibilities.
Discover all you need to keep growing We’re one of the top 1% of international employers, so you can have confidence you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them.
What we offer
- Holidays: 25 days plus bank holidays (and the option to buy up to five additional leave days each year)
- Pension: Up to 6% contributory pension scheme
- Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships
- Health and wellbeing: Employee Assistance Programme, wellbeing app, Bupa Anytime HealthLine, 24/7 virtual GP service
- Discounts: Access to discounts across ~1,000 retailers
- Charity: Paid volunteering day and Payroll Giving options
- Employee networks: LGBTQIA+, women, carers, disability, veterans, cultural diversity and more
Let’s impact a better future, together. Apply today.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.