Overview
* Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
* Our promise to our people: a place to work where you can thrive and be your best every day.
* Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
* Our culture and values: we are one Mitie, built on integrity and trust, go the extra mile, celebrate diversity, and put our customers’ business at the heart of everything we do.
Job objectives and responsibilities
To manage and deliver the Facilities Management services for the agreed (Soft and Hard) – Tier 1 Offices, ensuring the team, Mitie Service Lines and 3rd party suppliers maintain and repair the services of the facility in line with the clients' contractual requirements, agreed timescales and budget.
This role will report to the IFM Regional Facilities Manager and work closely alongside Head of Operational Excellence, DMO, Operational Performance Team, Engineering SME, Projects and dedicated building/regional Service Line Leads to ensure operation resilience, customer satisfaction (NPS), P&L responsibility, implementation of best practice, standardisation and consistency, and continuous improvement.
Ensure internal, customer governance model fully adhered to for the offices and branches monitoring KPI failures.
Direct reports circa 6; Matrix Organisation reporting lines circa 10. P&L responsibility £1+ m; 3rd party supplier management ensuring no compliance failures.
Commercial acumen: Successful liaison with client stakeholders mapping avoiding operational escalations. Management of any building incident. Build of business cases, desired outcomes and project plans and dependencies through scope planning, schedule development, resource planning, cost budgeting.
Manage building Facilities Management service delivery and relationship management with key building stakeholders for Office. Develop strong working relationships with the key business stakeholders to fully understand their requirements. Manage Health and Safety ensuring processes and procedures are adhered to creating a safety culture.
Manage and deliver the FM services to a high standard working in a matrix with LBG colleagues/stakeholders, LBG business divisions, Mitie Businesses and departments such as Procurement, Projects, etc. including Management of risks and mitigations through the T1, T2 management network. Identify and report any business/operational risks following processes.
Proactively undertake daily/weekly building inspections and report and defects identified via helpdesk ensuring timely resolution within agreed SLAs and ensure building is ‘fit for purpose'.
To pro-actively manage the delivery of property integration plans and resolving any business issues throughout via the PWR process. To support property integration plans in conjunction with the business and other property teams that support both the property exits and business needs, in line with LBG Workplace Strategy Programme.
Identify/deliver opportunities to deliver continuous improvement liaising with Line Manager to ensure consistency across the portfolio. Manage building budget within cost scope and identify any scope creep/costs outside of budget; follow change control process for any contractual changes with approvals before execution. Any under/overspends to be clearly identified and communicated.
Maintain a clear understanding of the FM sector and its regulatory framework, balancing a focus on LBG offices. Manage building KPIs, control actions, audit actions and oversight requirements to ensure they are within the appetite of both LBG and Mitie. Support continual advance of the Mitie team/ Service Lines within policy, procedures, and delivery. Ensure training is achieved within the required timeline with no failures.
Support the IFM Regional Facilities Manager in establishing clear performance targets (SMART) for the team and ensuring all team members have a development plan in place. Where necessary, implement Personal Improvement plans to ensure minimal escalation through appeals and disciplinary, and support the wider team.
To identify growth through extending current areas and developing new services and new markets – Mitie First. Manage and support call-outs/escalations for the building. Manage 3rd party suppliers to ensure no breach of policy and drive innovation/best practice. Understand IFM operational delivery and contractual frameworks.
Excellent customer service skills. Management of team. Commercially astute and able to prepare, articulate and present a sound and profitable business case. Excellent relationship management, communication and negotiation skills with the ability to build and maintain these relationships. Highly customer-focused and able to exceed expectations. Ability to work collaboratively with other specialists to improve service delivery and address service delivery issues. Proactive and well organized. Excellent verbal and written communication skills. Excellent IT skills in Microsoft. Follow Group and company policies and procedures at all times. Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment. Use all work equipment and PPE properly and in accordance with training received. Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.
Benefits
Our market-leading offering provides benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household. Salary Finance offers financial wellbeing support, including access to 50% of your earned pay before payday for a small fee, and competitive loans. When you join us, you’ll receive a link to Choices, our lifestyle benefits platform, with options such as extra holiday, health protections and other perks. You may also access MiDeals with high street discounts, a cycle-to-work scheme, life cover up to four times salary, enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan. We also recognise employees with Mitie Stars and annual prizes, and provide diverse training and development opportunities to suit your career goals.
Equal opportunities
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 during the recruitment process, please let us know by emailing Harnaik Sahdra at Harnaik.sahdra@mitie.com.
Since 1987, Mitie’s 76,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools. Join our Mitie Team. Together our diversity makes us stronger. Apply Now. Looking to move roles but not leaving the Mitie family? Why not share your experience with others about life at Mitie?
How to apply
* Apply Now
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