Better places, thriving communities.
Job Position: Services and Governance Manager
Location: The Shard, London Bridge (UTFN) with travel to sites
Department: Mitie Technical Services
Salary: £55, - £65, (depending on experience)
Role Purpose
To lead the Service Engineering Desk and oversee governance across the contract, ensuring seamless coordination of engineering support services, administrative operations, and commercial governance. 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
1. Lead and manage the Service Engineering Desk, including the Contract Services Facilitiator teams supporting the engineering service delivery teams at all levels.
2. 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, client platforms), and customer updates and reporting.
3. Ensure robust governance of additional works and project quotes, including approvals and due diligence.
4. Support the Commercial Manager and Operations and Assurance Manager in managing quotes, client applications, and financial validation of works.
5. Drive continuous improvement in service delivery processes, reducing duplication and enhancing efficiency.
6. Manage and resolve customer complaints, ensuring root cause analysis, service recovery, and ownership of the complaints process.
7. Support the Operations and Assurance Manager and Data Analyst in maintaining accurate asset and compliance data across systems.
8. Identify and mitigate risks related to scope creep, data discrepancies, and contract misalignment from the CAFM system.
9. Lead training and development initiatives for the Service Desk Team, ensuring high performance and cross-functional capability.
10. Provide regular reporting to the Account Director on governance, compliance, and operational risks.
11. Support out-of-hours escalation processes as required.
12. Maintain a visible leadership presence across sites and teams, embodying company values and driving performance against SLAs and KPIs.
13. Foster a proactive and collaborative working environment, ensuring effective stakeholder management within the sphere of responsibilities.
Person Specification
14. Degree or equivalent experience in Facilities Management, Engineering, or Business Administration.
15. CAFM system training (e.g., Maximo & Concept) desirable.
16. Leadership or management qualification (e.g., ILM, CMI) preferred.
17. Proven experience in a senior operational or governance role within Facilities Management.
18. Strong background in service coordination, helpdesk operations, and commercial governance.
19. Experience managing multi-disciplinary teams and working with engineering and compliance functions.
20. Excellent organisational and leadership skills.
21. Strong understanding of CAFM systems and service delivery workflows.
#MISCH
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 Jessica Mercel at .