Operations Account Manager in Frimley

The Operations Account Manager is a key delivery role within Mitie Intelligence Risk & Advisory Services, responsible for the day-to-day operational management of client accounts and projects across the TRAICE capability. Reporting directly to the Head of TRAICE, the role focuses on operational execution/efficiency, service quality, client satisfaction and is designed to blend closely and operate in continuous interoperability with the Operations Support Manager.

Service Delivery

• Lead and manage end-to-end service delivery across assigned client accounts, ensuring alignment with contracts, Statements of Work (SOW), SLAs, KPIs and quality standards.
• Ensure delivery models (internal, hybrid, and contractor-led) operate efficiently, compliantly and profitably.
• Identify and manage service risks, dependencies, and delivery constraints, escalating to the Head of Operations (TRAICE) with clear mitigation strategies where required.
• Ensure all operational delivery adheres to internal policies, regulatory requirements, and recognised standards (e.g. ISO 9001).

Account Management & Stakeholder Engagement

• Act as the primary operational contact for assigned client accounts, building and maintaining strong, professional relationships.
• Lead assigned client service reviews, governance meetings and performance discussions, supported by accurate and meaningful reporting.
• Manage service escalations, delivery issues and client complaints, ensuring timely resolution and embedding continuous improvement.
• Collaborate with internal teams, suppliers, and contractors to ensure seamless, joined-up delivery across all services.

Commercial Enablement & Sales Culture

• Support the Business Development Manager by providing operational insight and risk-based understanding of client environments to identify growth opportunities and promote additional services.
• Contribute to a collaborative, sales-driven culture by sharing leads, customer intelligence and service insights across the business.

Financial & Commercial Governance

• Raise, track and reconcile purchase orders, cost codes and billing requests in line with Mitie financial controls.
• Monitor account-level budgets, costs and revenue to support forecasting, margin protection, and financial performance.
• Work closely with Finance and Commercial teams to resolve invoicing queries and ensure accurate revenue recognition.

Client & Stakeholder Engagement

• Build and maintain strong working relationships with assigned client contacts, internal teams and suppliers/contractors.
• Support client communications, scheduling, and debriefs, ensuring a professional and consistent service experience.
• Liaise with internal teams to ensure joined up delivery.
• Lead, manage and collaborate across multi-discipline teams including administration, finance, marketing, business development and strategic sales to ensure smooth day-to-day operations.

Quality Assurance & Continuous Improvement

• Support the application of quality assurance processes across TRAICE outputs and deliverables.
• Maintain accurate operational records, management information (MI), trackers, and dashboards to support performance reporting and decision-making.
• Identify opportunities for continuous improvement, driving efficiencies, service enhancements and lessons learned across operations.

General Responsibilities

• Act in accordance with Mitie values, policies, and professional standards at all times.
• Undertake additional duties aligned to the role, capability, and evolving needs of the business.

Person Specification

Essential

• Experience in operational coordination, account management or service delivery within security, intelligence, risk or professional services environments.
• Strong understanding of financial and commercial controls (POs, cost coding, billing, forecasting).
• Proven ability to manage multiple workstreams simultaneously in a fast-paced environment.
• Strong stakeholder management and communication skills.
• High levels of organisation, attention to detail, and accountability.

Desirable

• Experience supporting risk, intelligence, assurance, or protective security services.
• Familiarity with large enterprise systems, matrixed environments and governance frameworks.
• Experience working with sensitive information and regulated or security focused environment.

Health and Safety Responsibilities

• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.

Information Security

• Ensure compliance with Mitie's information security procedures in all activities.
• Proactively identify and report security risks to your manager.
• Report actual and suspected security incidents.