Job Description: Technical Operations Manager

Department: Mitie Technical Services

Location: TfL Contract – Pier Walk

Reports To: Head of Technical

Grade/Band: Band

Contract Type: Permanent

Working Hours: Full-Time (Monday to Friday, with flexibility as required)

Salary: £60,000 – £65,000 subject experience

Probation Period: 6 months

Role Purpose

To lead and deliver outstanding technical services across an allocated and diverse facilities management portfolio, managing both static and mobile engineering teams. The Technical Operations Manager ensures the highest standards of technical service delivery, robust facilities management, and compliance, while enabling capabilities across teams within a matrix organisation. The role supports the realignment of portfolios and resources to meet evolving client business and account demands.

Key Responsibilities

• Deliver excellent technical service across all allocated sites, ensuring compliance with contractual, statutory, and client requirements.
• Efficiently allocate, schedule, and manage both static and mobile engineering teams and resources.
• Oversee facilities management operations, including planned and reactive maintenance, asset management, and service delivery.
• Manage overtime, budgets, and cost control to ensure financial efficiency.
• Monitor allocated portfolio performance, including subcontractor service delivery, WIP (Work in Progress), and debt management.
• Scope and support project works, ensuring technical standards and alignment with contract requirements.
• Ensure compliance and assurance of service delivery, including QSHE (Quality, Safety, Health, Environment) reporting.
• Support emergency response and provide out-of-hours support as required.
• Maintain accurate documentation and reporting, utilising CAFM and mobile systems.
• Build and maintain strong stakeholder relationships, acting as a key point of contact for clients, subcontractors, and internal teams.
• Act as escalation point for your team and support colleagues to maintain service delivery and teamwork.
• Enable capabilities across teams within a matrix organisation, supporting each other and realigning portfolios to targeted capabilities as client business and account demands change.
• Drive innovation and process improvement, identifying opportunities for enhanced efficiency and service.
• Manage staff sickness, leave, training, and succession planning to ensure operational resilience.
• Collaborate with assurance, commercial, and sustainability leads to ensure regulatory compliance, commercial governance, and energy efficiency.
• Provide monthly performance review input, including supporting data analysis to inform decision-making and continuous improvement.
• Proactively ensure all portfolio work is correctly allocated, completed, and updated; respond to queries same day for timely, first-time fixes. Collaborate with the Service and Governance Manager to manage service desk requests, ensuring swift and effective resolution.
• Undertake any other reasonable duties as requested by management.

Person Specification

Qualifications:

• NVQ Level 3 or equivalent in Mechanical/Electrical/Building Services Engineering.
• IOSH Managing Safely (essential); NEBOSH (desirable).

Experience:

• Proven experience in technical service management within facilities management or infrastructure.
• Multi-site team leadership, including both static and mobile teams, and client-facing service delivery.
• Strong knowledge of compliance frameworks, building services, and asset management.
• Experience managing budgets, overtime, and subcontractor performance.
• CNI (Critical National Infrastructure awareness/experience) and who have managed large engineering teams.

Skills & Competencies:

• Excellent technical capacity across multiple disciplines.
• Proficient in CAFM systems and mobile technology.
• Effective communicator with ability to engage multiple stakeholders.
• Ability to work independently and as part of a team.
• Strong understanding of KPIs, contractual obligations, and asset management.
• Ability to quickly progress reactive, remedial, and complex projects.
• Strategic thinker with a proactive approach to service improvement.
• Strong analytical skills for performance review and data analysis.

Benefits

• 25 days annual leave plus bank holidays.
• Company pension scheme & life assurance.
• Training and development opportunities.
• Company car or car scheme (where applicable).
• Flexible working arrangements (to be negotiated).

Probation Review

This role includes a 6-month probation period. Performance, conduct, and suitability will be monitored through regular reviews, with support provided to ensure alignment with role expectations.