Job Position: Services and Governance Manager
Location: The Shard, London Bridge (UTFN) with travel to sites
Department: Mitie Technical Services
Salary: £50,000 - £55,000 (depending on experience)
Role Purpose
To lead the Service Engineering Desk and oversee account finances for the contract, ensuring seamless coordination of engineering support services, administrative operations, and basic financial reporting. This senior leadership role is pivotal in driving service excellence, ensuring compliance, and optimising support to engineering and facilities management teams across the account. The role requires a proactive and collaborative stance, fostering strong stakeholder relationships and ensuring ownership and resolution of customer complaints.
Key Accountabilities
* Lead and manage the Service Engineering Desk, including the Contract Services Facilitiator teams supporting the engineering service delivery teams at all levels.
* Oversee the full lifecycle of service delivery processes ('cradle to grave') including scheduling of PPMs and reactive tasks, raising and receipting POs, supplier and engineering documentation management, use of CAFM systems (e.g., Maximo, concept (evulsion) client platforms), and customer updates and reporting.
* Ensure robust governance of additional works and project quotes, including approvals and due diligence.
* Support the Commercial Manager and Operations and Assurance Manager in managing quotes, client applications, and financial validation of works.
* Drive continuous improvement in service delivery processes, reducing duplication and enhancing efficiency.
* Manage and resolve customer complaints, ensuring root cause analysis, service recovery, and ownership of the complaints process.
* Support the Operations and Assurance Manager and Data Analyst in maintaining accurate asset and compliance data across systems.
* Identify and mitigate risks related to scope creep, data discrepancies, and contract misalignment from the CAFM system.
* Lead training and development initiatives for the Service Desk Team, ensuring high performance and cross-functional capability.
* Provide regular reporting (IE contract performance reviews) to the Account Director as required
* Support out-of-hours escalation processes as required.
* Maintain a visible leadership presence across sites and teams, embodying company values and driving performance against SLAs and KPIs.
* Foster a proactive and collaborative working environment, ensuring effective stakeholder management within the sphere of responsibilities.
Person Specification
* Degree or at least 5 years equivalent experience in Facilities Management, Engineering, or Business Administration.
* CAFM system training (e.g., Maximo & Concept) desirable.
* Leadership or management qualification (e.g., ILM, CMI) preferred.
* Proven experience in a senior operational role within Facilities Management.
* Strong background in service coordination and helpdesk operations, essential
* Experience managing multi-disciplinary teams and working within engineering.
* Excellent organisational and leadership skills.
* Strong understanding of CAFM systems and service delivery workflows.
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