Better places, thriving communities.
ROLE: Service Delivery Manager
LOCATION: Trinity Park, Birmingham
At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for a Service Delivery Manager to lead our Helpdesk team in a fast paced, 24/7, 365 day a year operational environment. You will motivate, develop, and support your team to deliver exceptional customer service and high quality facilities management support.
Role Responsibilities
* Lead, motivate, and support the Helpdesk team through effective coaching, mentoring, and performance development.
* Ensure SLA and KPI performance is consistently met or exceeded.
* Maintain strong professional relationships with clients and internal stakeholders to support service excellence and strengthen Mitie's reputation.
* Drive a culture of continuous improvement by generating innovative ideas and new ways of working.
* Ensure sufficient operational resource is in place to meet customer requirements.
* Provide high quality customer service in a demanding, fast paced environment.
* Make informed decisions using available data, insight, and experience to enhance service delivery.
Required Qualifications
* A driven and dynamic approach, with a commitment to evaluating and improving personal performance.
* Strong communication and influencing skills, with the ability to positively persuade and lead others.
* Experience in leading and motivating teams, ideally within a customer service, helpdesk, call centre, or FM environment.
* Ability to analyse situations, identify improvements, and implement effective solutions.
Information Security
* Ensure compliance with Mitie's information security procedures in all activities.
* Proactively identify and report security risks to your manager.
* Report actual and suspected security incidents.
Desirable Qualifications (Bonus Skills)
* Experience working within Facilities Management.
* Understanding of call centre or service desk operational processes.
* Strong problem solving and organisational skills.
What's in it for you?
* A stable and supportive workplace with opportunities to learn and grow.
* Life insurance and company pension.
* 33 days annual leave.
* Continued personal development with full support to enhance your career.
* Free Mitie shares.
* Access to a virtual GP 24/7 for you and your family.
* MiDeals discount scheme with 3000+ offers across retailers, leisure, and utilities.
* Additional benefits available for purchase, including private medical cover, technology packages, and extra holiday.
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 Christian Kalugin at Chris.Kalugin@mitie.com.
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