Head of Soft Services

**Job Overview**:
The Head of Operations is a senior leadership and management role within the Manchester Airport contract, reporting to the Account Director. Your role is to ensure the comprehensive governance, tactical and operational management of the airport's complex hygiene services are maintained in line with contractual requirements and client's expectation. This will include comprehensive logístical deployment and management of a significant work force.

The role's prime focus is on always providing a well-presented airport, giving the passengers of Manchester an exemplar service by delivering all that is pledged in the contract and its associated key performance indicators, the role works harmoniously in partnership with the client so strong communication skills are essential.

**Main Duties**
- Be the senior lead for Cleaning and Hygiene services on-site, which includes the three Airport Terminal buildings, the Transport Interchange and Front of House which covers the cleaning of remote buildings and security posts across the airport estate, litter picking of all paths and car parks and gritting of landside roadways, car parks and paths in the winter season.
- Budgetary responsibility for the cleaning service delivery.
- Working collaboratively with other FM Service providers including waste, pest, engineering and sub-contractors, promoting the One Mitie team ethic throughout the account and ensuring all meet the requirements of the contract and its internal and external customers.
- Thoroughly understanding the fundamentals of the client's business whilst building a strong understanding of the contract and ensuring the operational delivery is in line with this.
- Creating suitable relationships, demonstrating a consistently high level of professionalism, effective timely communication and professional relationship management at all times to ensure an exceptional service is being delivered. Seek to develop a shared culture and desire to achieve the clients' strategic objectives, seeking to build partnerships
- Inspiring, supporting and leading a team of managers in delivering business objectives. Utilising regular communication, feedback and appraisal of clearly set objectives to achieve the objectives
- Holding regular Operational meetings with the site management team and deliver the cleaning element of the monthly Account review meetings.
- Ensuring the values of the client and Mitie are understood and upheld by all those associated with the account from respect, innovation and accountability.
- Developing and maintaining communication structures with suppliers & service providers ensuring relevant service and delivery information is disseminated internally and externally in support of commercially aware and intelligent contract delivery.
- Overseeing and monitoring the performance of all staff in cleaning team, ensuring optimum use of assets at, maximising their potential by seeking to introduce appropriate industry innovations and developments.
- Conducting regular reviews / audits of Management Information to determine trends and ensuring opportunities for improvement and innovation are highlighted and reported.
- Working in partnership with all service providers, to help identify, prioritise and plan periodic work across the portfolio.
- Pro-actively managing all aspects of QHSE ensuring we provide a safe working environment, engendering and maintaining a safety driven culture, ensuring all legislative and company policies, processes and procedures are adhered to.
- Ensuring that client satisfaction levels remain high.
- Maintaining the highest standards of presentation, personal integrity, hygiene and customer support.
- Driving continuous improvement and Innovation across the contract.

**What we are looking for**:

- Significant experience in the FM industry at a senior level
- Facilities management and/or strategic management qualifications, knowledge and/or experience
- Experience of successfully leading a Soft Services team across a medium to large account.
- Working P&L and awareness of good financial practice, People and Change Management and Account Management experience essential. It is essential that you are people focused and standards driven.
- Able to represent Mitie effectively at all levels and both internal and external meetings.
- Able to handle multiple priorities, work under pressure and ensure delivery against challenging KPI's.
- A proven track record of building and developing client relationships.
- Calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels.
- Confident in making decisions and follow up their decisions with action, achieving objectives by motivating and working through others.
- Able to view short-term targets in the light of longer-term objectives, work within agreed systems and procedures, and maintain accurate records.
- Continuously pursue high standards, embrace change, recognise