Job Overview
The Operations Manager will lead and continuously improve service delivery operations in alignment with client contracts, strategic goals, and customer expectations. This role ensures operational excellence through data-driven decision-making, innovation, and strong stakeholder engagement, while fostering a high-performance culture across teams.
The post holder is responsible for the strategic and day-to-day delivery of services delivered to a business unit. Leading a team to motivate and empower colleagues, to develop a culture of development and strong commitment to continuous improvement.
Main Duties
1. Ensure all service delivery meets the terms of client contracts, including SLAs and KPIs.
2. Act as a key member of the leadership team, contributing to strategic planning and operational decision-making.
3. Identify opportunities to improve service delivery through innovation, new working practices, and technology.
4. Build and maintain strong relationships with internal and external stakeholders at all levels.
5. Champion a customer-first mindset, ensuring a consistently outstanding customer experience.
6. Maintain a strong understanding of client needs and ensure services are aligned with expectations and evolving requirements.
7. Communicate with clarity and passion, embracing change and building momentum across teams.
8. Establish systematic plans and priorities to ensure the achievement of strategic objectives.
9. Collaborate cross-functionally to develop solutions that benefit all stakeholders and enhance operational outcomes.
10. Demonstrate a strong drive for results, setting challenging goals and maintaining a focus on continuous business improvement.
11. Enable managers to interpret data effectively and apply insights to drive targeted improvements and identify best practices.
12. Utilise data to inform resource planning, workflow optimisation, and continuous improvement initiatives.
13. Ensure all team members are trained, supported, and performance-managed to meet both business goals and personal development aspirations.
14. Inspire and motivate teams by acting with integrity, leading by example, and fostering a culture of excellence and innovation.
15. Encourage and embrace innovative ideas to achieve better results, creating a culture of creativity and ingenuity.
What we are looking for
16. Proven experience in service delivery or operations management
17. Experience managing client relationships and contracts
18. Track record of leading cross-functional teams
19. Experience using data to drive performance and improvement
20. Experience implementing innovation or technology in service operations
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 Zoe Wade at .