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- Tasks: Lead the Service Engineering Desk and ensure top-notch service delivery across engineering support.
- Company: Join Mitie, a leading facilities management company with a commitment to excellence.
- Benefits: Enjoy flexible benefits, financial wellbeing support, and access to high street discounts.
- Why this job: Make a real impact in a senior role while driving service excellence and team collaboration.
- Qualifications: Degree in Facilities Management or related field; leadership experience preferred.
- Other info: Inclusive recruitment process and diverse training opportunities for career growth.
The predicted salary is between 47000 - 55000 £ per year.
Location: The Shard, London Bridge (UTFN) with travel to sites
Department: Mitie Technical Services
Salary: £55,000 - £65,000 (depending on experience)
Role Purpose
To lead the Service Engineering Desk and oversee governance across the contract, ensuring seamless coordination of engineering support services, administrative operations, and commercial governance. This senior leadership role is pivotal in driving service excellence, ensuring compliance, and optimising support to engineering and facilities management teams across the account. The role requires a proactive and collaborative stance, fostering strong stakeholder relationships and ensuring ownership and resolution of customer complaints.
Key Accountabilities
- Lead and manage the Service Engineering Desk, including the Contract Services Facilitator teams supporting the engineering service delivery teams at all levels.
- Oversee the full lifecycle of service delivery processes ('cradle to grave') including scheduling of PPMs and reactive tasks, raising and receipting POs, supplier and engineering documentation management, use of CAFM systems (e.g., Maximo, client platforms), and customer updates and reporting.
- Ensure robust governance of additional works and project quotes, including approvals and due diligence.
- Support the Commercial Manager and Operations and Assurance Manager in managing quotes, client applications, and financial validation of works.
- Drive continuous improvement in service delivery processes, reducing duplication and enhancing efficiency.
- Manage and resolve customer complaints, ensuring root cause analysis, service recovery, and ownership of the complaints process.
- Support the Operations and Assurance Manager and Data Analyst in maintaining accurate asset and compliance data across systems.
- Identify and mitigate risks related to scope creep, data discrepancies, and contract misalignment from the CAFM system.
- Lead training and development initiatives for the Service Desk Team, ensuring high performance and cross-functional capability.
- Provide regular reporting to the Account Director on governance, compliance, and operational risks.
- Support out-of-hours escalation processes as required.
- Maintain a visible leadership presence across sites and teams, embodying company values and driving performance against SLAs and KPIs.
- Foster a proactive and collaborative working environment, ensuring effective stakeholder management within the sphere of responsibilities.
Person Specification
- Degree or equivalent experience in Facilities Management, Engineering, or Business Administration.
- CAFM system training (e.g., Maximo & Concept) desirable.
- Leadership or management qualification (e.g., ILM, CMI) preferred.
- Proven experience in a senior operational or governance role within Facilities Management.
- Strong background in service coordination, helpdesk operations, and commercial governance.
- Experience managing multi-disciplinary teams and working with engineering and compliance functions.
- Excellent organisational and leadership skills.
- Strong understanding of CAFM systems and service delivery workflows.
Benefits
- Access to a virtual GP for you and members of your household.
- Financial wellbeing assistance through our Salary Finance scheme.
- Flexible lifestyle benefits platform, Choices, allowing purchase of extra days' holiday and other benefits.
- High street discounts from thousands of retailers through our MiDeals platform.
- Cycle-to-work scheme and life cover of up to four times your salary.
- Enhanced pension contributions and a save-as-you-earn scheme.
- Mitie Matching Share Plan with potential free shares in Mitie.
- Recognition through Mitie Stars with cash prizes.
- Diverse training and development avenues available.
Inclusion
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition and need us to make any reasonable adjustments during the recruitment process, please let us know by emailing Jessica Mercel at jess.mercel@mitie.com.
Since 1987, Mitie's 80,000 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.
Services and Governance Manager in London employer: Mitie Cleaning & Hygiene Services
Contact Detail:
Mitie Cleaning & Hygiene Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Services and Governance Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Services and Governance Manager role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Mitie and its values. Understand their approach to service excellence and governance. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your STAR technique for answering competency questions. Think of specific situations where you've led teams, resolved complaints, or improved processes. This will help you demonstrate your experience effectively during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Mitie team and ready to contribute to their mission.
We think you need these skills to ace Services and Governance Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Services and Governance Manager role. Highlight your experience in facilities management, governance, and service coordination. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your leadership experience and how you've driven service excellence in previous positions.
Showcase Your Skills: Don’t forget to showcase your understanding of CAFM systems and service delivery workflows. Mention any relevant qualifications or training you have, as this will help us see your potential to excel in the role.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Mitie Cleaning & Hygiene Services
✨Know Your Governance Stuff
Make sure you brush up on your knowledge of governance and service delivery processes. Familiarise yourself with the key responsibilities of the Services and Governance Manager role, especially around compliance and customer complaint resolution. This will show that you're not just interested in the job, but that you understand its importance.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led teams or managed projects. Highlight how you fostered collaboration and resolved conflicts. This is crucial for a senior leadership role, so be ready to discuss your approach to team management and stakeholder relationships.
✨Get to Grips with CAFM Systems
Since the role involves using CAFM systems like Maximo, it’s a good idea to familiarise yourself with these tools. If you have experience with them, be prepared to discuss specific instances where you used these systems to enhance service delivery or manage data effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills, particularly around service recovery and risk mitigation. Think about potential challenges you might face in this role and how you would address them. This will demonstrate your proactive mindset and readiness to tackle issues head-on.
