Job Title: Head Of Operations (South)

Location: Land Securities Portfolio (remote, travel to sites required on a regular basis)
Division: Mitie – Land Securities
Reports To: Retail Operations Director
Salary 85-90k DOE

Regional Head of Operations – Land Securities Contract

Lead with purpose. Shape the future. Elevate the experience.

Purpose of the Role

As the Regional Head of Operations for Mitie's prestigious Land Securities contract, you'll be at the heart of a dynamic, people‑centred partnership. This is a role for a confident, forward‑thinking leader who thrives on building strong relationships, inspiring teams, and delivering exceptional service across a diverse property portfolio.

You'll champion the Elevate principles—collaboration, innovation, and an outstanding guest experience—while nurturing a genuine ‘one‑team' culture that reflects Landsec's values. With a growth mindset and a passion for continuous improvement, you'll drive revenue expansion, strengthen margins, and support long‑term contract success.

Key Responsibilities

🌟 Innovation & Future Leadership

• Act as a trusted innovation partner to Landsec, helping shape smarter, more sustainable ways of working that elevate the guest experience.
• Work closely with Mitie's innovation teams and Elevate stakeholders to trial, evaluate, and scale new technologies that support ESG and digital transformation goals.

🔄 Change & Transformation

• Lead major change programmes aligned with Elevate's vision of a united, future‑focused team—covering service transitions, process redesign, digital adoption, and cultural evolution.
• Collaborate with Elevate Service Partners to embed a high‑performance culture across all delivery levels.
• Provide coaching and leadership that encourages shared ownership, continuous learning, and proactive improvement.

📈 Performance Excellence

• Develop and manage a strong performance framework across all service lines, aligned with Landsec KPIs, Mitie standards, and Elevate's commitment to continuous improvement.
• Lead contract performance through KPI delivery, NPS+, and Mystery Guest insights.
• Ensure all direct and indirect reports consistently meet the highest standards.
• Drive service excellence through audits, assurance reviews, and benchmarking.

🤝 Stakeholder & Client Engagement

• Build trusted, collaborative relationships with senior Landsec and Elevate board representatives.
• Facilitate innovation workshops and insight‑sharing sessions, turning data into meaningful action that enhances ROI and MEI.
• Represent the contract in cross‑partner forums, celebrating success and reinforcing Elevate's focus on recognition, communication, and inclusive engagement.

What We're Looking For

Essential Experience & Skills

• Proven experience delivering high performance and driving transformation within FM, large property portfolios, or complex multi‑service environments.
• Strong background in soft services, including Cleaning – Security – Waste – Guest experience – Pest control – Washroom services – Window cleaning.
• Guest expertise is particularly important, covering front‑of‑house operations in shopping centres, responsibility for NPS+, mystery shopping, team training, and maintaining service
• Experience managing multiple sites and leading large operational teams/headcounts.
• Strong understanding of contract KPIs, financial performance, customer experience frameworks, and operational delivery
• Demonstrated capability in innovation, change leadership, and continuous improvement.
• Ability to build effective, solutions‑focused relationships with senior stakeholders and clients.
• Confident using data and digital tools to assess performance, identify opportunities, and influence operational

Key Behaviours & Competencies

• Strategic thinker with the confidence to act decisively in fast‑paced, complex environments.
• Builds trust naturally and inspires collaboration across diverse teams.
• Champions outcomes aligned with guest experience, ESG, ROI, and MEI goals.
• Agile, resilient, and energised by evolving challenges.
• Communicates with clarity, empathy, and purpose.
• Commercially astute, data‑literate, and values‑driven.