Head of Operations

2 weeks ago

London, UK, United Kingdom Mitie Full time

We are looking for a Head of Operations / Director to be accountable for the operational service delivery of on of Mitie's accounts across the UK.


In this critical role, they own operational assurance and service delivery across the FM model and estate, which encompasses day-to-day operations, people management, performance management, and supplier oversight to ensure the contract entitlement is appropriately delivered.


Main duties

  • Create the Centre of Excellence, which will own and deploy assurance and standardisation programmes across the account, drive greater levels of integration across the service lines, plus own and deploy continuous improvement and best practice programmes. These programmes will leverage the wider subject matter expertise and knowledge available through Mitie's central specialist divisions and platform.
  • Develop operational assurance plan (silent running). Ongoing management reviews to assess performance and assure alignment with the client's business demand
  • Support the people, talent and resource plan including L&D/ Multiskilling training programs
  • Support the implementation and operational feasibility analysis of client's automation opportunities across core service lines. Develop and provide tactical and operational input into the data analytical team to ensure we provide timely and relevant data to make informed decisions.
  • Support Head with people, culture and employee engagement plans.
  • Review asset data to ensure suitability of maintenance regime and statutory compliance, lifecycle modelling and investigate/ develop the self-service delivery model.
  • Re-assess supply chain suitability including opportunities for Mitie to self-deliver to to the client.
  • Implement supplier performance management. Review and develop communications targeted at FM team.
  • Implement agreed KPI model
  • Lead process and continuous service improvement and initiatives, governance and drive consistency and high standards for contract management and reporting (working closely with the data team)
  • Effectively manage all HR issues pertinent to the team, such as payroll, absenteeism, performance, recruitment, grievances and disciplinary processes.
  • Arrange regular meetings and operational reviews with the client to provide feedback on all aspects of performance and innovation. You will demonstrate a clear understanding of the account and how the service both aligns and supports the objectives of the customer.
  • Strong client and stakeholder communication is essential to the success of the account and you will be expected to develop and maintain the confidence and respect of your client.
  • Ensure the values of the client and Mitie are understood and upheld by all those associated with the account from respect, innovation and accountability.
  • You will seek to lead by example at all times and ensure that your management team share in your drive to deliver a world leading service, not only for delivering exceptional standards, but equally for developing a one team culture across all geographies.
  • Drive a service excellence culture among the operations and support teams.
  • Simplicity: provide clear lines of interface and accountability to enable effective decision making
  • Leadership: demonstrate a personal commitment to the Contract that drives excellence & value initiatives
  • Partnership: develop cost & service improvement plans that provides tangible value for the client
  • Manage the development of the annual budget plan, ensures it reflects an accurate financial picture for the coming year.
  • Effectively drive, control and monitor the P&L, launching corrective and preventive actions focussed on productivity and effectiveness.
  • Lead teams by creating an open and honest working environment promoting equality, diversity and inclusion and reward and recognition.
  • Pro-actively managing H&S, through ensuring we provide a safe working environment, engendering & maintaining a safety driven culture, ensuring all legislative & company policies, processes and procedures are adhered to.
  • Fully engage the client at an operational level, building strong and sustainable relationships
  • Inspire, support and direct a senior team of Managers in delivering business objectives. Regular communication, feedback and appraisal of clearly set objectives are vital.
  • Drive an employer of choice culture resulting in appropriate levels of employee satisfaction, performance and engagement.
  • Thoroughly understand the fundamentals of the clients business, and manage and influence senior-level client contacts and maintain positive working relationships.
  • An inspirational and visionary mentor and leader you will attract, retain and develop upper quartile talent and create a structure that supports succession planning and people development.
  • Deliver a market leading proposition and service delivery model, which will be externally recognised, creating a customer experience to be replicated across the Mitie organisation.
  • Support the development of new Mitie sales where appropriate, ensuring continuous growth
  • Attend and participate in training and appraisal activities as required
  • Undertake additional duties in line with capabilities as required
  • As well as following Mitie Policies and procedures at all times, observe and comply with the principles of client's policies, guidelines, rules and regulations particularly relating to the client's Business Security and vetting.



Person Specification

  • Tackle problems creatively and possess excellent organisational skills
  • Able to represent Mitie effectively at both internal and external meetings
  • Leads by example in all role activities
  • Acts at all times with a high level of honesty, integrity, loyalty and respect
  • Has an analytical approach to finding solutions
  • Experience in the FM industry
  • A proven track record of building and developing client relationships
  • Achieving stretching budget targets
  • Excellent listening and probing skills
  • The ability to work in a fast-paced environment with an exceptional work ethic and individual accountability as a prerequisite
  • Ability to manage and maintain 3rd party supplier relationships
  • Awareness of good financial practice
  • Able to handle multiple priorities, work under pressure and ensure delivery against challenging SLAs
  • The ability to handle complaints and difficult situations in a patient, calm and effective manner.

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