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- Tasks: Lead the Service Engineering Desk and ensure top-notch governance across engineering support services.
- Company: Join Mitie, the UK's leading Facilities Management company, at The Shard in London.
- Benefits: Enjoy a competitive salary, career development opportunities, and a dynamic work environment.
- Why this job: Make a real impact by driving service excellence and optimising support for engineering teams.
- Qualifications: Degree in Facilities Management or related field, with leadership experience and strong organisational skills.
- Other info: Be part of a collaborative culture with excellent career growth potential.
The predicted salary is between 42000 - 60000 £ per year.
Location: The Shard, London Bridge (UTFN) with travel to sites
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 including raising and receipting POs, supplier and engineering documentation management, use of CAFM systems (e.g., Maximo, client platforms), and customer updates and reporting.
- Ensure Governance of additional works and project quotes, including approvals and due diligence.
- Drive continuous improvement in service delivery processes, reducing duplication and enhancing efficiency.
- Resolve customer complaints, service recovery, and ownership of the complaints process.
- 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.
- Maintain a visible leadership presence across sites and teams, embodying company values and driving performance against SLAs and KPIs.
Person Specification
- Degree or equivalent experience in Facilities Management, Engineering, or Business Administration.
- Leadership or management experience.
- Transitional and mobilisation experience.
- Proven experience in a senior operational or governance role.
- Strong background in service coordination, helpdesk operations, and commercial governance.
- Excellent organisational and leadership skills.
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Project Management, Finance, and Engineering
Industries: Facilities Services and Transportation, Logistics, Supply Chain and Storage
Governance and Services Manager employer: Mitie
Contact Detail:
Mitie Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Governance and Services Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the facilities management and engineering sectors. Attend industry events or webinars to meet potential employers and showcase your expertise.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Be ready to discuss how your experience aligns with their goals, especially in governance and service delivery. Show them you’re the perfect fit!
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing past leadership experiences.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. And remember, apply through our website for the best chance at landing that Governance and Services Manager role!
We think you need these skills to ace Governance and Services Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Governance and Services Manager role. Highlight your experience in facilities management, engineering, or business administration, and showcase any leadership roles you've held. We want to see how your background aligns with the key accountabilities listed in the job description.
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. Mention specific experiences that demonstrate your ability to lead service delivery processes and manage governance effectively. Remember, we love a proactive and collaborative approach!
Showcase Your Problem-Solving Skills: In your application, don’t forget to highlight your problem-solving skills. Share examples of how you've resolved customer complaints or improved service delivery processes in previous roles. This will show us that you can handle the challenges that come with the Governance and Services Manager position.
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’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at Mitie
✨Know Your Governance Inside Out
Make sure you understand the key principles of governance and service management. Brush up on relevant frameworks and regulations that apply to facilities management, as this will show your depth of knowledge and commitment to compliance during the interview.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led teams or projects. Highlight how you foster collaboration and resolve conflicts, as these are crucial for the Governance and Services Manager role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Familiarise Yourself with CAFM Systems
Since the role involves managing CAFM systems like Maximo, it’s essential to demonstrate your familiarity with these tools. If you have experience using similar platforms, be ready to discuss how you’ve leveraged technology to improve service delivery and efficiency.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially around customer complaints and service recovery. Think of specific scenarios where you identified risks or improved processes, and be prepared to explain your thought process and the outcomes.
