Job overview

The Operations Account Manager is a key delivery role within Mitie Intelligence Risk & Advisory Services, responsible for the day to day operational management of client accounts and projects across the TRAICE capability.

Reporting directly to the Head of TRAICE, the role focuses on operational execution/efficiency, service quality, client satisfaction and is designed to blend closely and operate in continuous interoperability with the Operations Support Manager, drawing heavily on shared processes, data, planning and delivery coordination. Together, both roles ensure seamless operational execution, resilience, and performance across the business unit.

Main duties

Service Delivery 
•    Lead and manage end-to-end service delivery across assigned client accounts, ensuring alignment with contracts, Statements of Work (SOW), SLAs, KPIs and quality standards. 
•    Ensure delivery models (internal, hybrid, and contractor-led) operate efficiently, compliantly and profitably. 
•    Work in close alignment with the Operations Support Manager to coordinate scheduling, logistics, compliance, documentation, and operational readiness. 
•    Identify and manage service risks, dependencies, and delivery constraints, escalating to the Head of Operations (TRAICE) with clear mitigation strategies where required. 
•    Ensure all operational delivery adheres to internal policies, regulatory requirements, and recognised standards (e.g. ISO 9001).
Account Management & Stakeholder Engagement
•    Act as the primary operational contact for assigned client accounts, building and maintaining strong, professional relationships. 
•    Lead assigned client service reviews, governance meetings and performance discussions, supported by accurate and meaningful reporting. 
•    Manage service escalations, delivery issues and client complaints, ensuring timely resolution and embedding continuous improvement. 
•    Collaborate with internal teams, suppliers, and contractors to ensure seamless, joined-up delivery across all services.
Commercial Enablement & Sales Culture: 
•    Support the Business Development Manager by providing operational insight and risk-based understanding of client environments to identify growth opportunities and promote additional services (MIRR and wider Mitie). 
•    Contribute to a collaborative, sales-driven culture by sharing leads, customer intelligence and service insights across the business.
Financial & commercial governance
•    Raise, track and reconcile purchase orders, cost codes and billing requests in line with Mitie financial controls. 
•    Monitor account-level budgets, costs and revenue to support forecasting, margin protection, and financial performance. 
•    Work closely with Finance and Commercial teams to resolve invoicing queries and ensure accurate revenue recognition. 
Client & stakeholder engagement
•    Build and maintain strong working relationships with assigned client contacts, inter co teams and suppliers/contractors.
•    Support client communications, scheduling, and debriefs, ensuring a professional and consistent service experience.
•    Liaise with internal MIRR teams (intelligence, risk, operations, business support) to ensure joined up delivery.
•    Lead, manage and collaborate across multi disciplinary teams including administration, finance, marketing, business development and strategic sales to ensure smooth day to day operations.
Quality assurance & continuous improvement
•    Support the application of quality assurance processes across TRAICE outputs and deliverables.
•    Maintain accurate operational records, management information (MI), trackers, and dashboards to support performance reporting and decision-making.
•    Identify opportunities for continuous improvement, driving efficiencies, service enhancements and lessons learned across operations.

General responsibilities

•    Act in accordance with Mitie values, policies, and professional standards at all times. 
•    Undertake additional duties aligned to the role, capability, and evolving needs of the business.
Support duties
•    Support the Head of Operations (TRAICE) and working closely and collaboratively alongside the Operations Suport Manager, with data, to provide effective monthly and quarterly management reporting
•    Lead and attend meetings as required and share in the minute taking / distribution and following through on defined actions/owners.
•    Be aware of all MIRAs service offerings and products to ensure alignment and cohesion of converged services
•    Assist the growth and retention of business through our sales and business development capabilities.
•    Undertake any other duties required to meet the demands of the business

Person Specification

Essential
•    Experience in operational coordination, account management or service delivery within security, intelligence, risk or professional services environments.
•    Strong understanding of financial and commercial controls (POs, cost coding, billing, forecasting).
•    Proven ability to manage multiple workstreams simultaneously in a fast paced environment.
•    Strong stakeholder management and communication skills.
•    High levels of organisation, attention to detail, and accountability.
Desirable
•    Experience supporting risk, intelligence, assurance, or protective security services.
•    Familiarity with large enterprise systems, matrixed environments and governance frameworks (e.g. Coupa, CRM, internal reporting).
•    Experience working with sensitive information and regulated or security focused environment.

Health and Safety responsibilities

•    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;