Overview
In this role you will provide operational leadership across key bespoke customer accounts within TSOC, ensuring contractual performance and high-quality service delivery. You will act as the main liaison between account teams and delivery functions, driving governance, resilience and continuous improvement. You’ll coach and empower operational teams, manage escalations and stakeholder expectations, and safeguard alignment with customer requirements. This position offers a chance to shape governance, strengthen resilience and deliver a consistently excellent customer experience across critical accounts.
Pay / Benefits
- supportive working environment
- opportunity to shape governance and resilience
- leadership role with accountability
- growth and development opportunities
- cross-functional collaboration
- focus on customer experience
Responsibilities
- Provide operational leadership across assigned Accounts to meet contracts, service levels, KPIs and customer expectations
- Lead, coach and develop operational teams with clear objectives and performance reviews
- Act as primary operational contact and senior escalation point; represent TSOC at governance meetings
- Monitor workloads, risks and performance data; perform root cause analysis and drive corrective and preventive actions
- Maintain governance, compliance, data quality and audit readiness; support TSOC strategy and resource forecasting
Key requirements
- Experience leading operational teams in a service delivery environment
- Proven track record managing contractual performance against KPIs, SLAs and customer commitments
- Strong stakeholder management and communication skills with senior stakeholders
- Analytical and problem-solving skills with ability to interpret data and drive improvements
- Experience leading change and continuous improvement initiatives; knowledge of CAFM systems, scheduling platforms or workforce planning; qualifications such as PRINCE2, Lean, Six Sigma advantageous
- Stakeholder management
- Communication
- Problem-solving
- CAFM systems
- Scheduling platforms
- Workforce planning
Operations Manager in Manchester employer: Mitie Group
Mitie is an exceptional employer that prioritises employee development and operational excellence in the fast-paced FMCG manufacturing sector. With a strong focus on creating a positive, high-performance culture, employees benefit from hands-on leadership, opportunities for innovation, and the chance to make a meaningful impact across multiple sites in Harlesden and Leicester. The company's commitment to maintaining the highest food safety standards and fostering strong client relationships ensures a rewarding work environment for those passionate about leading teams and driving continuous improvement.
