The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
Site OpEx Budget Variance
How well you manage the day-to-day operational expenses for your assigned sites against the approved budget.
Target · < 3% deviation (under or over) annually If your annual OpEx budget for a site is £500,000, you'll aim to spend between £485,000 and £515,000. Going over by £20,000 for an emergency repair might be acceptable if well-justified, but consistent overspending without cause won't fly.
Key Vendor Performance Scorecard
The average score of your primary facilities vendors against their contractual Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
Target · Average >90% across all managed vendors Your cleaning contractor should hit their agreed-upon cleanliness scores, and the HVAC maintenance firm should complete preventative checks on time. If they're consistently below 90%, you'll need to show us how you're addressing it.
Site Energy Consumption Reduction
The year-over-year reduction in energy consumption (electricity, gas, water) for your managed properties.
Target · Achieve 5% YoY reduction If your site used 1,000,000 kWh last year, you'll be aiming for 950,000 kWh this year through optimising BMS schedules, upgrading lighting, or other initiatives. We're serious about our sustainability goals.
Critical Work Order Completion Rate (within SLA)
The percentage of priority 1 (critical) and priority 2 (urgent) work orders completed within the agreed-upon Service Level Agreement times.
Target · >95% for P1, >90% for P2 A burst pipe (P1) needs fixing within 2 hours. A major HVAC failure (P2) within 4 hours. You'll track your team's and vendors' ability to hit these, because delays mean unhappy people and potential damage.
Team Development & Mentorship
How effectively you guide and develop any junior team members or apprentices reporting to you, helping them grow their skills and confidence.
- Regular 1-to-1 meetings with clear development goals
- positive feedback from mentees in internal surveys
- visible skill progression in junior staff (e.g., taking on more complex tasks)
- successful delegation of tasks.
Problem Resolution for Non-Routine Issues
Your ability to diagnose and resolve complex, unusual facilities problems that don't have a standard playbook, often requiring creative thinking or specialist input.
- Successful resolution of unexpected equipment failures
- positive feedback from business units on handling complex disruptions
- documented post-mortems identifying root causes and preventing recurrence
- your ability to bring in the right experts when needed.
Stakeholder Satisfaction (Site-Specific)
How satisfied the business unit leaders and occupants of your managed sites are with the facilities services and support you provide.
- Positive feedback in informal conversations and formal surveys
- business unit leaders proactively seeking your advice on space changes or operational improvements
- minimal escalations to your manager regarding site issues
- strong working relationships with key site contacts.
