We are looking for a dedicated and dynamic Head of Operations to oversee the operational service delivery of the client's account across the UK, Offshore, and Ireland portfolio. This role is pivotal in ensuring the highest standards of operational assurance and service delivery, covering various aspects such as asset management, supplier management, and day-to-day operations.

Key Responsibilities

Operational Excellence: Lead the operational service delivery across the FM model and estate, ensuring seamless day-to-day operations and people management.

Best Practices: Implement best practices across all operational services including asset management, soft services, supply chain performance, and governance.

Centre of Excellence: Create and deploy assurance and standardisation programmes, driving integration and continuous improvement.

Strategic Support: Act as the Strategic Account Director's deputy, supporting the development and implementation of the Customer Account Plan.

Future Demand: Define future demand-led service models, including cleaning, security, engineering, and front of house services.

Performance Management: Develop and manage operational assurance plans, conduct performance reviews, and ensure alignment with Deloitte business demands.

People Management: Support talent development, training programmes, and employee engagement plans.

Supplier Management: Re-assess supply chain suitability, implement supplier performance management, and develop targeted communications for the FM team.

Financial Oversight: Manage the development of the annual budget plan, control and monitor the P&L, and drive productivity and effectiveness.

Health & Safety: Ensure a safe working environment, comply with legislative and company policies, and maintain a safety-driven culture.

Client Engagement: Build strong, sustainable relationships with clients, understand their business fundamentals, and deliver a market-leading service delivery model.

About You

We are looking for an individual with creative problem-solving skills and excellent organisational abilities. You must be able to represent Mitie effectively at both internal and external meetings, demonstrating high levels of honesty, integrity, loyalty, and respect.

An analytical approach to finding solutions is essential, along with proven experience in the FM industry and a track record of building and developing client relationships.

The ideal candidate will have the ability to achieve and exceed budget targets and possess strong listening and probing skills. You should be capable of managing and maintaining third-party supplier relationships and be aware of good financial practices. The ability to handle multiple priorities under pressure, coupled with an exceptional work ethic and individual accountability, is a prerequisite.

Health and Safety Responsibilities

You will be expected to adhere to Group and company policies and procedures at all times. This includes reporting any deficiencies in work systems or equipment that may result in failure of service delivery or risk to health and safety or the environment. Proper use of all work equipment and PPE, in accordance with training received, is mandatory. Additionally, you should report any issues or training needs to your Line Manager.

Information Security

Ensuring compliance with Mitie's information security procedures in all activities is crucial. You should proactively identify and report security risks to your manager and report actual and suspected security incidents.