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Our values and behaviours

Delivering the exceptional, every day

• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

• Our promise to our people: a place to work where you can thrive and be your best every day.

• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

• Our culture – our core values and how we behave:

o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.

o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.

o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

o Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Job objectives and responsibilities

Overall Purpose :

• Act as a single point of contact to assess on-site IT requirements/requests and channel these to IS Business Partners & Service Delivery Managers

• Responsible for creating project plans & reporting project progress to senior managers of on-site projects & requests

• Responsible for the delivery of on-site requests both through the use of 3rd party suppliers (supervising and directing engineers) and through self-delivery where 3rd parties are not required (e.g. patching, equipment relocation, connectivity testing)

• Engage with key customer stakeholders to gain an understanding of the sites we operate in to support future IT projects/requests (e.g. gaining an understanding of cable ducting/ingress/egress points)

• Support IS Business Partners & Service Delivery Managers with administrative responsibilities (e.g. starter/leavers/movers administration, booking of suppliers into site, raising of Purchase Orders)

• Provide guidance to on-site operational stakeholders around the scope of use for existing system – identifying where new systems/infrastructure are required to deliver requirements

Main duties

1. Oversee the successful delivery of IT solutions into sites to support the operation through self-delivery & coordination of 3rd party suppliers

2. Prioritise and communicate the delivery of on-site requests & requirements

3. Drive maximum value through self-delivery of requests and consolidation of requests/projects delivered by 3rd parties

4. Acts as the project owner for delivery of on-site projects and sit on project steering committees where appropriate – providing updates to internal and external stakeholders

5. System maintenance – ensure appropriate physical measures are in place to ensure confidentiality, availability and integrity of data held or accessed via on-site systems is maintained. Including the delivery of delegated tasks from the Information Security Champion.

6. Raise awareness to the IS Business Partners, Service Delivery Managers & Senior Management of changes occurring at sites which may impact the operation or the IT the operation relies upon.

Ensure systems delivered into site are implemented & maintained in-line with the relevant policies and procedures provided by IS Business Partners & Service Delivery Managers

Person Specification

Delivering Excellence

• Produces high quality, accurate work to timescale

• Follows and understands Care & Custody standards and procedures

• Clearly understands consequences of not achieving standards

• Records and checks information and documentation accurately

• Maintains concentration and focus on task/job in hand

• Actively seeks ways to make improvements

• Accepts responsibility for own actions

Teamwork

• Works effectively with others

• Shares information and experience

• Does his/her fair share

• Supports colleagues

• Builds positive lasting working relationships

• Supports team members and team decisions

• Accepts help and support

Communication

• Is confident, clear, accurate and to the point when sharing/giving information

• Maintains eye contact when communicating

• Asks questions and probes to gain relevant information

• Summarises key relevant points

• Seeks clarification when necessary

• Listens to and carefully reads instructions and information

• Is discreet and maintains confidentiality of information

• Is polite and tactful

• Checks theirs and others understanding

• Adjusts language to the demands of the situation

• Uses non-verbal communication constructively and effectively

Safety, Dignity and Diversity

• Shows respect for others treating people fairly with dignity and consideration

• Knows the Company policy on safety, dignity and diversity

• Maintains the health, safety and welfare of self and others

• Does not discriminate against or harass others

• Challenges inappropriate behaviour and language explaining why it is unacceptable

Planning and Organising

• Is organised and structured in approach

• Prioritises and manages own time effectively

• Organises and plans own workload

• Completes tasks on time, meets deadlines

Change Orientation/Flexibility

• Is open to change and is flexible

• Is willing to try out different ideas, solutions, technologies and working practices/methods

• Adapts to changing requirements and priorities

• Quickly picks up new ideas and ways of working

• Supports and assists with implementation of new ideas

• Maintains effectiveness during rapidly changing situations or priorities

• Makes suggestions to improve practices, systems and procedures at work

• Questions existing methods constructively with the aim of improving service delivery

Resilience/Drive

• Picks up problems, takes the initiative and deals with them without unnecessarily passing upwards

• Consistently delivers what is required to deadline

• Recognises importance of meeting objectives

• Bounces back after setbacks

• Keeps difficulties in perspective

• Accepts challenging work

• Seeks feedback on performance and constructively accepts it

• Evaluates own performance

• Accepts responsibility for own development

Health and Safety responsibilities

• Follow Group and company policies and procedures at all times;

• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;

• Use all work equipment and personal PPE properly and in accordance with training received;

• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

Information Security

• Ensure compliance with Mitie's information security procedures in all activities;

• Proactively identify and report security risks to your manager;

• Report actual and suspected security incidents;

Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.

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