Business Improvement Lead

About the role

The Business Improvement Lead will drive service quality, client outcomes and contract performance for a leading commercial cleaning provider. Reporting to the Head of Operations, this senior position influences strategy and operational excellence across a diverse portfolio of contracts in the South East of England.

Key responsibilities

• Lead and maintain consistent service standards across all customer sites.
• Monitor and improve contract performance against KPIs and SLAs.
• Identify under‑performance areas and implement improvement plans.
• Drive continuous improvement initiatives to enhance service quality.
• Build and maintain strong relationships with key client stakeholders.
• Lead service review meetings and manage escalated issues.
• Support customer retention through high‑level service delivery.
• Collaborate with operational teams to ensure efficient, consistent service delivery.
• Support mobilisation of new and complex contracts.
• Contribute expertise to tender submissions, retenders and client presentations.

Required profile

• Significant experience in the commercial cleaning or facilities management sector.
• Proven track record of leading service improvement and managing contract performance.
• Strong stakeholder management and communication skills.
• Ability to influence senior leadership and drive strategic initiatives.

Required skills

What we offer

• Competitive salary £70,000‑£75,000 per year plus benefits package.
• Permanent, full‑time role with travel to customer sites as required.