Our purpose: our expertise, care, technology and insight create amazing work environments, helping our
customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and
people, adding value every day.
• Our culture – our core values and how we behave:
o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if
we can help a customer or colleague in any way, we will. We are one Mitie.
o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of
company. We treat others as we would like to be treated. We are proud to work for Mitie.
o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for
new ways to do things better or fixing problems, going the extra mile for our colleagues and customers
and keeping our promises is in our DNA.
o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds.
Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
o Our customers' business, is our business: we are a partner, trusted for our expertise and for putting
our customers at the heart of everything we do.
Job objectives and responsibilities
 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
 3rd 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

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.

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.

Follow Group and company policies and procedures at all times;
 Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service
delivery or risk to health and safety or the environment;
 Use all work equipment and personal PPE properly and in accordance with training received;
 Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Information Security
 Ensure compliance with Mitie's information security procedures in all activities;
 Proactively identify and report security risks to your manager;
 Report actual and suspected security incidents;