To manage and deliver the Facilities Management services for the agreed (Soft and Hard) – Tier 1 Offices/Tier 2 
offices/ Tier 3&4 offices and allocated branches ensuring the team, Mitie Service Lines and 3rd party suppliers 
maintain and repair the services of the facility in line with the clients' contractual requirements, agreed 
timescales and budget.
 This role will report to the IFM Regional Facilities Manager and work closely alongside Head of Operational 
Excellence, DMO, Operational Performance Team, Engineering SME, Projects and dedicated building/ regional 
Service Line Leads to ensure operation resilience, customer satisfaction (NPS), P&L responsibility, 
implementation of best practice, standardisation and consistency, continuous improvement. 
 Ensure internal, customer governance model fully adhered too for the offices and branches monitoring KPI 
failures.
 Matrix Organisation reporting lines circa 10. 
 P&L responsibility £1+ m 
 3
rd party supplier management ensuring no compliance failures. 
 Commercial Acumen 
 Successful liaison with client stakeholders mapping avoiding operational escalations. 
 Management of any building incident. 
 Build of business cases, desired outcomes and project plans and dependencies through scope planning, 
schedule development, resource planning, cost budgeting

Main duties
Manage building Facilities Management service delivery and relationship management with key building stakeholders for
Office. Develop strong working relationships with the key business stakeholders to fully understand their requirements. 
 Manage Health and Safety ensuring processes and procedures are adhered to creating a safety culture. 
 Manage and deliver the FM services to a high standard working in a matrix with LBG colleagues/stakeholders, 
LBG business divisions, Mitie Businesses and departments such as Procurement, Projects, etc… including 
Management of risks and mitigations through the T1, T2 management network. 
 Identify and report any business/ operational risks following processes. 
 Proactively undertake daily/ weekly building inspections and report and defects identified via helpdesk ensuring 
timely resolution within agreed SLA's and ensure building is ‘fit for purpose'. 
 To pro-actively manage the delivery of property integration plans managing and resolving any business issues 
throughout via the PWR process 
 To support property integration plans in conjunction with the business and other property teams that support 
both the property exits and business needs, in line with LBG Workplace Strategy Programme 
 Identify/deliver opportunities to deliver continuous improvement liasing with Line Manager to ensure 
consistency across the portfolio. 
 Manage building budget within building to within cost scope/ identify any scope creep/ costs outside of budget 
and follow change control process for any contractual changes with approvals in place before execution. Any 
under/ overspends to be clearly identified and communicated. 
 Clear understanding and sound knowledge of the FM sector and the regulatory framework within which the 
sector is required to work, which balances a focus on LBG offices. 
 Manage building KPIs, control actions, audit actions and oversight requirements to ensure they are within the 
"appetite" of both LBG and Mitie 
 Support continual advance of the Mitie team/ Service Lines within policy, procedures, and delivery. 
 Ensure training is achieved within the required timeline with no failures. 
 Support the IFM Regional Facilities Manager in establishing clear performance targets (SMART) for the team 
which will significantly improve performance and measure success factors. Ensure all team members have a 
development plan in place and where necessary Personal Improvement plans to ensure minimal escalation 
through appeals and disciplinary. Support continual advance of the wider team. 
 To identify growth through extending current areas and developing new services and new markets – Mitie First 
 Manage and support call out/ escalations for the building. 
 Manage 3rd party suppliers to ensure no breach of policy and drive innovation/ best practice. 

Person Specification
 Understanding of IFM operational delivery and contractual frameworks. 
 Excellent customer service skills 
 Commercially astute and able to prepare, articulate and present a sound and profitable business case. 
 Excellent relationship management, communication and negotiation skills with the ability to build, manage and 
maintain these relationships. Highly customer focus and the ability to exceed expectations. 
 Ability to work collaboratively with other specialists to improve service delivery and address service delivery 
issues. 
 Proactive and well organised. 
 Excellent verbal and written communication skills. 
 Excellent IT skills in Microsoft.