Join us and help deliver the exceptional, every day.
To manage and deliver the Facilities Management services for the agreed (Soft and Hard) – Tier 1 Offices/Tier 2 offices/ Tier 3&4 offices and allocated branches ensuring the team, Mitie Service Lines and 3rd party suppliers maintain and repair the services of the facility in line with the clients' contractual requirements, agreed timescales and budget.
This role will report to the IFM Regional Facilities Manager and work closely alongside Head of Operational Excellence, DMO, Operational Performance Team, Engineering SME, Projects and dedicated building/ regional Service Line Leads to ensure operation resilience, customer satisfaction (NPS), P&L responsibility, implementation of best practice, standardisation and consistency, continuous improvement.
Ensure internal, customer governance model fully adhered to for the offices and branches monitoring KPI failures.
Matrix Organisation reporting lines circa 10.
P&L responsibility £1+ m.
3rd party supplier management ensuring no compliance failures.
Commercial Acumen.
Successful liaison with client stakeholders mapping avoiding operational escalations.
Management of any building incident.
Build of business cases, desired outcomes and project plans and dependencies through scope planning, schedule development, resource planning, cost budgeting.
Main duties
Manage building Facilities Management service delivery and relationship management with key building stakeholders for Office. Develop strong working relationships with the key business stakeholders to fully understand their requirements.
Manage Health and Safety ensuring processes and procedures are adhered to creating a safety culture.
Manage and deliver the FM services to a high standard working in a matrix with LBG colleagues/stakeholders, LBG business divisions, Mitie Businesses and departments such as Procurement, Projects, etc… including Management of risks and mitigations through the T1, T2 management network.
Identify and report any business/ operational risks following processes.
Proactively undertake daily/ weekly building inspections and report and defects identified via helpdesk ensuring timely resolution within agreed SLA's and ensure building is ‘fit for purpose'.
To pro-actively manage the delivery of property integration plans managing and resolving any business issues throughout via the PWR process.
To support property integration plans in conjunction with the business and other property teams that support both the property exits and business needs, in line with LBG Workplace Strategy Programme.
Identify/deliver opportunities to deliver continuous improvement liaising with Line Manager to ensure consistency across the portfolio.
Manage building budget within building to within cost scope/ identify any scope creep/ costs outside of budget and follow change control process for any contractual changes with approvals in place before execution. Any under/ overspends to be clearly identified and communicated.
Clear understanding and sound knowledge of the FM sector and the regulatory framework within which the sector is required to work, which balances a focus on LBG offices.
Manage building KPIs, control actions, audit actions and oversight requirements to ensure they are within the 'appetite' of both LBG and Mitie.
Support continual advance of the Mitie team/ Service Lines within policy, procedures, and delivery.
Ensure training is achieved within the required timeline with no failures.
Support the IFM Regional Facilities Manager in establishing clear performance targets (SMART) for the team which will significantly improve performance and measure success factors. Ensure all team members have a development plan in place and where necessary Personal Improvement plans to ensure minimal escalation through appeals and disciplinary. Support continual advance of the wider team.
To identify growth through extending current areas and developing new services and new markets – Mitie First.
Manage and support call out/ escalations for the building.
Manage 3rd party suppliers to ensure no breach of policy and drive innovation/ best practice.
Person Specification
Understanding of IFM operational delivery and contractual frameworks.
Excellent customer service skills.
Commercially astute and able to prepare, articulate and present a sound and profitable business case.
Excellent relationship management, communication and negotiation skills with the ability to build, manage and maintain these relationships. Highly customer focus and the ability to exceed expectations.
Ability to work collaboratively with other specialists to improve service delivery and address service delivery issues.
Proactive and well organised.
Excellent verbal and written communication skills.
Excellent IT skills in Microsoft.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
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 Harnaik Sahdra at harnaik.sahdra@hays.com.
Since 1987, Mitie’s 68,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
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