Job Description

Job objectives and responsibilities

Building Effective Teams



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



Drive for Results


To ensure that Mitie reacts efficiently and effectively in line with SLA and KPI's

Leadership Behaviours

To line manage an operational team including Service Support Managers, Site Managers, Day Supervisors and subcontractors in delivery of the above

To drive a culture of high quality customer excellence including:

Leading by example

Smart and professional in appearance and manner

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 a an ambassador to your team for these

Influencing and building effective relationships

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 to serve



Decision Making



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

Main duties

Leading and maintain customer/stakeholder relationships

Develop annual account plans

Delvering of Core and Ad hoc hours

Recruitment and training of core and support staff

Attend regular meetings with clients as required

Annual price reviews in line with company policy - ensure that contracts are held centrally and

Promotion of all Mitie service lines to deliver sustainable excellence and maximum efficiency

Deliver P&L according to targets set annually

Ensure client invoicing and payroll is correct and processed in a timely manner

Hold regular meetings as required to engage, motivate and manage your team, developing and communicating the strategy, ensuring it is aligned with the wider security business strategy

Assist with presentation of tenders and preparation of tender strategies and presentations

Ensure that no portfolio losses due to service issues

Monitor and review expenditure on all contracts

Ensure all team members go through the Mitie Induction

In conjunction with HR ensure employee issues are dealt with according to company policy

To ensure your team are completing client visits as audits as per contract specification

To ensure all aspects of service is provided to standards required by contract

Support managers with HR issues in accordance with Mitie policy and procedures

Attend internal and external meetings as required

Accountable for performance of your contract. Driving cost savings and increasing growth

Ensure the full employee lifecycle of recruitment, induction, appraisal, development, succession planning is carried out regularly and in accordance with Mitie policies and procedures

Create a professional working culture between employees, contractors and clients, sharing best practice

Coach and develop your team in all aspects of their role

Be a Mitie Ambassador at client review meetings as necessary

Supporting the sales and retention process

Be an advocate of new systems, processes and ways of working embracing them and ensuring your team embrace them too

Comply with all Mitie policies and procedures

Comply with all Mitie Health and Safety policies and procedures ensuring work is carried out in a safe manner

To undertake additional duties in line with capabilities as required

Support the business as required by the Regional and Operational Directors

Any other reasonable management request

Person Specification

Can demonstrate knowledge and understanding of Health, Safety, Environment and Quality systems and the management of safe systems of work associated with the role and work environment.

Able to represent Mitie effectively at both internal and external meetings

Leads by example in all role activities

Good Commercial Acumen

Good leadership and management skills

Good communication skills

* Excellent customer focus