Job Overview 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 built on integrity and trust: Integrity and trust are at the heart of all we do. We treat others as we would like to be treated. We go the extra mile: Going the extra mile for our colleagues and customers and keeping our promises is in our DNA. Our diversity makes us stronger: Our diverse culture and backgrounds create 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 putting our customers at the heart of everything we do. Main Duties Accountable for the effective management and delivery of a large multi-service complex contract. Develop a long-term strategic plan and roadmap for the cleaning, catering, and waste services, aligned to the Mitie strategic objectives. Own the P&L for the services, driving both top line growth and bottom-line performance. Ensure that services are delivered in line with specification and national standards, adhering to contract-specific key performance indicators. Ensure exceptional standards of service delivery across the portfolio, initiating and driving through efficiencies whilst maintaining high standards. Collaboratively work with relevant stakeholders to ensure all contractual KPI's are achieved. Build and maintain long-lasting client relationships at all levels within the account. Deputise for the Account Director as required. Develop and establish operational business plans to improve service quality, profitability, and staff engagement. Lead by example, creating an engaged workforce and an environment of trust and effective communication. Proactively manage resourcing needs in line with the Mitie vision. Advocate performance management, ensuring objectives are aligned to the business plan and strategy. Provide guidance to operational managers and staff, maintaining a strong service ethos. Ensure that operational services support the needs of the Trust and provide a safe, hygienic environment. Participate in formal meetings with clients and employee representatives. Work with external bodies to maintain positive industrial relations. Network with other Mitie FM sites and external organizations to share best practice. Lead the talent agenda for the site, creating opportunities for career aspirations. Ensure absence management processes are embedded on site. Coach and develop teams to achieve their full potential. Act as an ambassador for Mitie values, ensuring teams demonstrate excellence. Person Specification Competent in Mitie's software programs and data analysis. Confident in delivering presentations to stakeholders. Excellent decision-making skills and a passion for excellence. Intermediate knowledge of Microsoft Office and technology. Strong communication and negotiation skills. Ability to maintain confidentiality and work under pressure. Team player with operational excellence skills. Demonstrates strategic thinking with a positive attitude. Capability Requirements Drive strategic growth: Think long-term and identify growth opportunities. Notice macro trends and plan strategically for value optimization. Identify new and emerging opportunities beyond existing offerings. Adopt a strong commercial mindset for value maximization. Apply analytical rigour: Use insights from data for informed decisions. Digest complex information quickly and provide insights. Take ownership of P&L and make justified investment decisions. Deliver operational excellence: Continually improve operations for flawless service. Drive service delivery across complex accounts. Lead large-scale improvement initiatives. Navigate across Mitie: Build internal stakeholder relationships. Understand stakeholder dynamics and foster collaboration. Lead the team: Develop people for committed and capable teams. Inspire leadership and sustain a high-performance culture. Build client partnerships: Establish Mitie as a trusted partner. Understand the client's business and build trusted relationships.