Job Overview

This is an integral role in the delivery of FM services and in maintaining high standards of service throughout the building; acting as an ambassador for both MITIE and Network Rail. 

Establishing great relationships with our Customers and inspiring the team to take full ownership of all FM services are key to this role as well as driving the FM Customer service agenda across our service teams. By doing so, this role will make a real contribution to making Network Rail workplace a fantastic working environment. 

• To lead the MITIE Service teams across the region and to be responsible for the provision of Creating Great Places IFM services 

• To manage the IFM service delivery in a profitable and credible way whilst endeavouring to exceed customer expectations and resolving any Customer queries 

• To ensure compliance with the MITIE Quality Management System and be instrumental in leading and implementing the procedures and instructions with particular attention to the areas of responsibility indicated in the contract and wider customer environment 

• To keep close professional contact with customers and monitor customer satisfaction

Main Duties

• Work alongside the Account Director, Senior Leadership Team, Head of FM and Regional Managers to develop the Great Places vision
• To be responsible for the IFM service teams leading the service delivery across the region
• To manage and monitor FM services to ensure the expected standards of MITIE are maintained in line with MITIE and contractual standards
• Review existing workflows and procedures and deliver improvements as necessary to ensure the Great Places vision is achieved.
• Undertake regular site safety and site compliance inspections in line with MITIE Procedures
• To work alongside the Customer in a consultative manner offering support and guidance on areas of practical Health and Safety
• Work in accordance with company rules, procedures and instructions for the recruitment, induction, employment, appraisal, training and work allocation of staff making recommendations to the Head of FM regarding promotion, remuneration and training requirements
• To manage the team of Workplace Coordinators, to ensure optimum FM delivery is streamlined, consistent and sustainable.
• To engage with and influence key stakeholders within other MITIE disciplines for the provision of multi-discipline services where required
• Have the ability to deputise for the Regional Manager
• Manage, monitor and report on financial performance of the buildings/regions and confirm to target cost and budget expectations.
• Promote innovation and a proactive approach throughout
• Deliver first class leadership to direct reports and drive a high performance culture
• Play a key part in driving through, owning and supporting the Network Rail Workplace Management team in implementation and management of key strategic goals
• Any other duties as required by MITIE

What we are looking for

• The person should ideally have previous experience in high-profile customer service and IFM service delivery in a similar sized account, helpdesk processes, workflows with knowledge of HR and HS&E procedures and legislation
• Requirements of the role are to be extremely passionate, self-motivated and creative
• Clear, confident communication skills
• Commercially and financially competent – experience of managing budgets up to £XXm value
• Previous leadership experience, with demonstrable management skills
• Experience of complex Stakeholder engagement and relationship management
• Team player with an enthusiastic attitude
• The ability to communicate effectively with a wide range of people.
• Dedicated and pro-active approach
• Must have (as a minimum) IOSH Managing Safely certification