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Colleague services manager

London
Mitie
Service manager
Posted: 20 October
Offer description

Job Overview

Colleague Services Manager (Facilities Manager) plays a key role in ensuring that all colleagues within an Aviva building will receive service excellence whilst working within an Aviva workplace. The successful candidate will have an excellent eye for detail, be able to effectively deliver all services within the allocated offices and ensure standards are upheld, plus providing support to the Colleague services team that cover the South Region, which includes satellite offices. They will also have sound knowledge of safe practices, be familiar with best practise IFM services and act in a supporting role to the onsite teams when delivering events. The role will be required to deliver exemplary standards across the York offices and act as an ambassador for all services.

Main Duties and Responsibilities

Operational Oversight Lead the delivery of Integrated Facilities Management (IFM) services across the site, ensuring alignment with Mitie's operational standards, contractual obligations, and performance targets (SLAs/KPIs). Maintain accurate contract records and ensure the site is well-managed and compliant.

Client and Stakeholder Engagement Build and maintain strong working relationships with clients, Mitie colleagues, and service partners. Act as the primary point of contact for site-level operational matters and ensure collaborative engagement with all stakeholders.

Team Leadership and Development Manage recruitment, training, and development of site-based staff in line with Mitie HR policies. Oversee performance, succession planning, and day-to-day people management, including holiday planning and disciplinary matters.

Compliance and Safety Ensure all activities comply with health and safety regulations and Mitie/Aviva procedures. Review RAMS, issue permits to work, and lead or support incident investigations, ensuring all actions are completed.

Service Delivery and Innovation Monitor CAFM systems and work order performance to identify and resolve service issues. Conduct audits, manage consumables, and support event logistics. Encourage innovation and sustainability initiatives, including recycling and process improvements. Be part of an On-Call Rota for Duty Management.

Collaboration and Continuous Improvement Facilitate regular team meetings, maintain training matrices, and share best

practices with peers across other sites. Support cross-functional learning and contribute to continuous improvement efforts.

Other Duties Carry out any additional responsibilities as requested by the line manager or client.

What We're Looking For

We're seeking a proactive and experienced facilities professional to lead the full delivery of Integrated Facilities Management (IFM) services at site level. The ideal candidate will:

· Demonstrate strong operational leadership, with a proven ability to manage service delivery in line with contractual obligations, SLAs, and KPIs.

· Build trusted relationships with clients, colleagues, and service partners, acting as a key point of contact for all site-related matters.

· Lead and develop a high-performing team, managing recruitment, training, performance, and succession planning in line with company policies.

· Ensure compliance with health and safety standards, including oversight of RAMS, permit-to-work processes, and incident investigations.

· Be confident using CAFM systems and performance data to monitor service levels and drive continuous improvement.

· Champion innovation and sustainability, encouraging smarter, more efficient ways of working.

· Collaborate effectively with peers across other sites to share best practices and support wider operational goals.

· Be flexible and responsive, including occasional support outside of standard working hours when required.

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Sophie Willson at .

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