Services and Governance Manager

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 holiday days and other benefits.
• High street discounts from thousands of retailers through our MiDeals platform.
• Cycle-to-work scheme.
• Life cover of up to four times your salary.
• Enhanced pension contributions and a save-as-you-earn scheme.
• Mitie Matching Share Plan.
• 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.