Service Operations Lead

6 days ago

Manchester, United Kingdom Mitie Full time

**Our values and behaviours**

Delivering the exceptional, every day
- **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 - our core values and how we behave**:

- **We are one Mitie**:we work as one to deliver a seamless, unrivalled Service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
- **We are built on integrity and trust**:integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
- **We go the extra mile**:whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
- **Our diversity makes us stronger**:we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
- **Our customers' business is our business**:we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

**Job objectives and responsibilities**

As the Service Operations Lead, you will be responsible for the departmental operations of the Service Delivery team. Looking after a team of skilled and developing engineers and technicians to deliver a Service that proactively identifies anomalies in plant performance, environmental management and energy consumption providing permanent remediation, and reviews the technical operation of a buildings monitoring solution to identify opportunities for optimisation and improvement. The team works closely with departments across the business, ensuring processes are comprehensive accurate and adhered to across these interactions, developing key relationships and identifying key stakeholders, continuous improvement management and the management of overall delivery performance against key KPI's and agreed OGSP's are all key responsibilities within this role.

Working closely with our internal teams and partners alike you will support the delivery of our technologically enhanced service offerings to deliver world class remote management of monitoring solutions in a building environment across a wide range of sectors in the FM industry. Building out a leading remote management service that offers the best in connected technology solutions.

You will deliver support to end users, ensuring our clients can carry out everyday duties without worrying about their buildings. This includes receiving, prioritising, documenting, and actively resolving end-user requests. Problem solving and technical investigations using suitable engineering software's. Technical assistance to varied engineering and managerial disciplines including but not limited to: Controls, HVAC, Electrical, Fire and Security Engineers, Facilities Managers, IT Specialists and Energy Managers.

The role is primarily office based with the flexibility to work from home when required. The role commands a 40hr working week between the hours of 8am and 6pm Monday to Friday. On call duties are available but not mandatory for this role.

Your responsibilities are as follows:

- Ensuring the right products and Services are always available and identifying new opportunities or technologies that will help the Service move forward
- Ensuring company policies, processes and working practices are adhered to
- Documenting and maintaining or updating existing processes
- Reporting on process changes and managing improvement through known methodologies
- Shaping and managing team projects
- Monitoring of overall performance and productivity against key indicators and implementing strategies for increasing efficiency
- Monitoring resources and ensuring the companies objectives are met
- Supporting all functions inherent to the business to deliver success
- Team management and satisfaction
- Building interdepartmental relationships and improving working practices
- Managing pipeline works from varying sources
- Development of training programs and creation of development plans for team members

**Other duties**
- Manage the Service team and deliverable Services
- Supporting KPI targets and adhering to other measures of success in partnership with operational teams
- Work with end users on their requirements
- Support the design and implementation of management strategies, and new technologies
- Develop monitoring solutions targeted to support the development of our services and realisation of our roadmap
- Pro-actively alert end users to issues identified

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