Job Title: Head of Operations – Soft Services

Location: Headington, Oxford

Working hours: 40 hours per week

Job Overview:

The Head of Operations will be accountable for the effective management and delivery of a large multi- service complex. You will develop a long-term strategic plan and roadmap for the cleaning and catering services, aligned to the Mitie strategic objectives, using insight from data analytics. The Head of Operations will own the P&L for the services, driving both top line growth and bottom-line performance, making trade off decisions between services lines as required. You will ensure that services are delivered in line with specification and national standards, adhering to contract specific key performance indicators.

The Head of Operations will also:

• Ensure exceptional standards of service delivery across the portfolio, initiating and driving through efficiencies whilst maintaining impeccably high standards.
• Collaboratively works with relevant stakeholders to ensure they achieve all contractual KPI's as agreed via the Trust & Mitie.

• Build, enhance and sustain long lasting client relationships at all levels within the account, positioning Mitie as a trusted partner.
• Deputise for the Account Director as required both within the Business and at external forums.
• Takes ownership and act promptly to get things done whilst demonstrating a commitment to high quality standards
• Develops and establishes operational business plans to improve service quality, profitability and staff engagement.

Main Duties:

As the Head of Operations, you will lead by example, creating an engaged workforce across the entire contract by creating an environment of trust and inspiring communications at all levels. You will proactively ensure resourcing needs are considered / planned for the year and managed on a regular basis by their teams in line with the Mitie Addresses changes to this are met through effective business planning on an on-going basis. You will be an advocate of performance management for their contract, ensuring all management and their teams have set objectives aligned to the business plan and linked to the business strategy. In addition to this, you will provide guidance to operation managers and staff while ensuring that the necessary skills and competency levels are in place (developed or acquired), and that a strong service ethos is encouraged and maintained in pursuit of excellence with a ‘right first-time approach'.

Additional duties include:

• To ensure that the Operational services support the needs of the Trust and the wider business, provide a safe, hygienic and compliant environment for patients, staff and visitors and offer good value for money.
• Participates in, and chairs as necessary formal meetings with clients, and employee representatives
• Works with the relevant external bodies to manage and maintain all industrial relations
• Creates and develops an effective strategic relationship with key customers
• Works collaboratively with all stakeholders within healthcare and in the broader business to deliver an effective profitable and highly performing contract.
• Continue to develop working practices to improve efficiency and quality and have systems in place to ensure that these improvements are monitored on a regular basis.
• Network with other Mitie FM sites and external professional organisations to receive and share best practice.
• Coordinates and liaises with other healthcare professionals to ensure best practice and synergies are
• Leads the talent agenda for their site, building a plan for succession and creates opportunities where all colleagues can achieve their career aspirations.
• Fosters a positive & enjoyable working atmosphere, making Mitie a great place to
• Ensures absence management processes are embedded on site to minimise disruption and often provide guidance to their management teams on next steps
• Coaches & develops their teams to be the best they can be at work enabling them to achieve their full
• Acts as an ambassador for bringing to life the Mitie values daily ensuring they & their teams demonstrate the exceptional every day.
• Leads on all employee formal meetings, such as any employee relations topics, restructuring, TUPE or any other
• Utilises the internal HR systems, people support services and guidance to promote best practice and enable their people management accountabilities.
• Is accountable for ensuring all colleagues are paid on time and regularly monitors any issues raised by colleagues/payroll to intervene and create a sustainable resolution for their contract.
• Ensures that all colleagues are trained in accordance with clients and companies requirements meeting both hard & soft needs.

What we are looking for:

You will be competent in the use of software programs and Apps, such CAFM systems, COUPA, SuccessFactors, and analysing data using Mitie's auditing systems and be confident in producing and delivering presentations with various stakeholders, senior and non.  You will demonstrate excellent decision-making skills with the correct application of judgement and a passion for excellence. In addition to this, you will have an intermediate knowledge level of all Microsoft office and be fully competent in the use of PCs and other types of technology.

Additional requirements:

• Demonstrates excellent written, verbal communication and negotiation skills to support them in their
• Capable of understanding and maintaining confidentiality across the site and respecting the needs of all
• Can challenge upwards with various senior stakeholders.
• Works well under pressure to meet the challenging deadlines for both operational and people aspects of their roles.
• Effectively plans and manage own workload, however, understands when to ask for support when needed.
• A team player with the ability to lead by example through operational excellence, strong interpersonal skills and the ability to interact at all levels.
• Demonstrates strategic thinking whilst can flex their approach to be 'hands-on' dependent on the needs of the contract and service areas.
• Demonstrates forward thinking/planning, with a positive 'can do' attitude and can flex their style to meet the needs of the business
• Exceptionally strong financial acumen with the ability to manage costs and ensure budgets are met over a two- year period.
• Represents Mitie and the client always in a professional, courteous and confident manner