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Job Overview

• Management of workplace teams to ensure robustness and resilience to enable smooth service delivery
• Main client point of contact for operational teams
• Forging strong relationships with stakeholders, wider BBC and Mitie teams
• Ensuring service delivery, adherence to SLAs and KPIs for all service lines including liaison with Technical Services Manager for hard services updates to ensbale one point of contact for clients
• Flexaible in approach to adapt to changing landscapes within our clients business
• Ensuriing contractual obligations and compliance is met
• Ensure team and building is audit ready at all times
• Ensure business criticality is a key focus within our delivery, our teams and our sub contractors

Main Duties

• WIP management – Ensure proactive management of WIP and drive to reduce this by ensuring high levels of First Time Fix and ensuring a strong partnership exists with the Helpdesk team
• Management of Sub Contractors – Proactively manage the delivery of services from agreed Sub Contractors where your team cannot self-deliver and also strive to reduce the use of Sub Contractors
• Excellent Customer Relationship Management – Develop strong relationships with all of your customers ensuring escalations reach you first, develop trust and high levels of communication at all times
• Planning – Support the Helpdesk co-ordinators in ensuring that the monthly PM plans are accurate, reactive tasks and quality is improved
• Ensure audit actions are timely close with justification and evidence
• Be a Mitie ambassador and lead from the front
• Be flexible and undertake other duties to accommodate operational requirements.
• Management of project works from sub-contractor selection, quote generation and job completion.
• Management of internal quotes and issuing of small-medium value quotations directly to the client.
• Close liaison with our Project Team, Engineering Risk and Strategy, QSHEF and Helpdesk
• Forge strong strategic relationships with our key clients
• Working closely with our key clients to ensure business criticaility and continuity
• Strong in ownership and accountability

• Strong management of technical and/or professional aspects of work and continually maintain technical knowledge
• Management of operations and engineering teams, upskilling to ensure resilience

• Ensure training is planned, managed and up to date at all times
• Ensure robustness within the teams
• Ensure employees work together when needed to fulfill performance objectives
• Ensure QSHEF forms key focus
• Auditing of sites, cross auditing as required in other regions to support consistency in standards
• Demonstrate strong management capabilities at all time, excellent organisation, time management, procedure and process management
• Meet and or exceed budget targets
• Identification of additional revenue opportunities
• Point of escalation for site(s) to ensure management and closures

Timely closure of actions to eradicate need for trackers

What we are looking for

• Proven experience in similar position
• Demonstratable knowledge and/or experience of hard and soft services
• Demonstratable experience of meeting client requirements
• Understanding of budgeting and reporting on progress
• Performance evaluation techniques and metrics knowledge
• Productivity and Six Sigma knowledge
• Working knowledge of CAFM, reporting, MS Excel, Maximo, MS Office and or relevant software
• Excellent communication and interpersonal abilities with aptitude in fostering long term relationships
• Proven ability to manage a multi discipline service offering
• Ability to motivate multiple teams
• Understanding of changing landscaping to ensure flex proactively to achieve an improved service
• Able to demonstrate experience in operations and FM industries
• Demonstrable experience of management of sub-contractors.
• Create and work within a strong team environment.
• Technical knowledge and understanding of critical network. IT or security systems desirable
• Solid understanding of Customer Service Levels and Key Performance Indicators

• Commercially aware
• Ability to work on own initiative, to a high level of accuracy and meet deadlines and manage team to achieve same outputs with the same approach
• Passion for customer service and experience of developing strong relationships with customers

Ability to consistently delivering and exceeding contractual and business expectations