Head of Operations

Salary: Competitive; company car provided

Contract: Permanent

Our vision and values are built on the simple premise of 'The exceptional, every day' - our overarching commitment to both our customers and our colleagues. Our values set out how we all should behave at Mitie, what we should expect from our colleagues and what our customers can expect from us:

Ownership and responsibility for the tactical and operational delivery of the client's account.

• Being the Front-line Management's key point of contact and ensuring the cleaning operations team strives for and exceeds expectations on service excellence through first class management, leadership, customer focus and measured feedback, training, and development.

• To ensure that Mitie reacts efficiently and effectively in line with SLA and KPI's.
• Focused to deliver bottom line profit whilst maintaining integrity of the operation and client relationship.
• Drive to increase top line revenue and grow share of wallet through existing customers.
• Identify trade events to be at the forefront of innovation and industry knowledge.

• To line manage an operational team including Regional Managers, Site Managers, and subcontractors in delivery of the above.
• To take responsibility for client scope delivery, QHSE compliance, budgeting and payroll on all contractual elements.
• To drive a culture of high-quality customer excellence including:
• Leading by example.
• Smart and professional in appearance and manner.
• An excellent communicator, adaptable from front-line colleagues to senior client stakeholders.
• Client focused - seeking to resolve client problems through Mitie solutions.
• Thinking tactically and strategically about customer service delivery, not solely task focused.
• Driving a 'fix it first time' culture.
• Embrace new systems and processes introduced by Mitie, acting as an ambassador to your team.
• Have a diplomatic approach to conflict resolution to both internal/ external stakeholders to deliver the best possible outcome.

• Foster and develop effective relationships with clients, local stakeholders, employees, and other Mitie colleagues.
• Co-ordinate direct and sub-contract labour for optimum performance and to meet contractual requirements and obligations, with optimum cost benefit to the business.
• Support with sales and retention work, adding value during the building of proposals to deliver the best value proposition.

• To ensure the Company Health & Safety policy is adhered to in line with the H&S Policy and requirements of the management system, including monitoring and review.
• To successfully deliver and profitably manage additional and existing planned and reactive work streams. With accountability for ensuring that billing requests are submitted in a timely manner.
• To assist with the development of the Mitie-client offering.

• Tactical operational management experience and proven track record in FM/retail contracts.
• Evidence of working and reacting in a fast paced, challenging retail environment.
• Professional and management qualifications, or willingness to study towards.
• Strong and effective communications and leadership skills.
• In-depth understanding of budgetary and P&L responsibilities.
• Analytical thinker with demonstrated problem solving skills.
• Able to lead, motivate and manage diverse national team effectively.
• Client driven and customer focused.
• Professional integrity.