Head of Operations
| Posting date: | 17 July 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 12 August 2025 |
| Location: | NN4 7SL |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 79323 |
Summary
Job objectives and responsibilities
· Drive the operational and financial performance of sites within the designated business area, ensuring alignment with corporate objectives and full adherence to established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
· Hold end-to-end responsibility for the financial performance and service excellence of the guarding contract, playing a pivotal role in achieving overall contractual targets and client satisfaction.
· Maintain effective oversight and utilisation of labour and operational resources through the structured management and coordination of Regional Managers, ensuring cost-efficiency and service reliability.
· Ensure that all responsibilities are executed in full compliance with applicable laws, industry regulations, and ethical standards, maintaining the organisation's reputation for integrity and professionalism.
· Lead, support, and develop the Regional and Operations Managers population, with a strong focus on talent management, leadership capability, and succession planning to build a resilient and high-performing management structure.
· Lead and inspire operational teams by ensuring the effective deployment of personnel, systems, tools, and equipment to deliver consistent, high-quality service across all sites.
· Take ownership of Health & Safety across the business area, ensuring robust risk management, adherence to all statutory obligations, and a proactive safety culture that protects employees and stakeholders.
· Drive the implementation of the contract's people strategy, promoting engagement, inclusion, development, and retention of talent throughout the guarding contract.
· Oversee the learning, development, and career progression of all team members within the business area, fostering a culture of continuous improvement and personal growth.
· Ensure that operational activities align with the organisation's social value commitments, including environmental sustainability, community impact, and inclusive employment practices
Main duties
To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
· Ensure high levels of stakeholder satisfaction by leading structured, meaningful, and regular performance review meetings. Build a culture of transparency, accountability, and continuous improvement in service delivery.
· Serve as the direct line manager for Regional Managers, ensuring a consistent and impactful 1:1 performance and development process is in place. Oversee and ensure this performance framework is effectively cascaded through all levels of the management structure.
· Ensure all direct reports possess a deep understanding of the Business Management System (BMS) and consistently operate in line with defined protocols and standards.
· Oversee the strategic and efficient deployment of personnel across all sites, in line with contractual obligations and service delivery expectations. Ensure optimal utilisation of resources to maintain quality and efficiency.
· Drive delivery of financial performance targets and key performance indicators (KPIs) through proactive operational leadership, effective cost management, and performance optimisation across the region.
· Monitor and manage key workforce metrics including labour turnover, absenteeism, and performance standards. Implement retention strategies that support talent stability, engagement, and long-term capability development.
· Review and manage operational expenditure to ensure financial efficiency and adherence to budget across the business area, while maintaining service quality.
· Ensure all employees receive appropriate role-specific training, including tailored job inductions and the full MITIE Group induction programme, to support professional growth and compliance.
· Guarantee full adherence to statutory, company, and group policies and procedures. Promote a compliance-led culture that aligns with legal requirements, industry standards, and internal governance protocols.
· Consistently champion and exemplify the company's vision, values, and behaviours, fostering a culture of integrity, inclusion, and accountability across all levels.
· Collaborate in the formulation and execution of strategic business plans aimed at contract sustainability, innovation, and long-term growth. Identify and act on opportunities to enhance operational value and client satisfaction.
· Partner with the HR Manager to effectively address and resolve employee relations matters in accordance with company policy, employment law, and best practice.
· Ensure consistent compliance with recognised quality procedures and industry standards across all teams and functions. Promote a culture of operational excellence and quality assurance.
· Ensure equitable and consistent application of all company policies and procedures, promoting fairness, transparency, and accountability across the operation.
· Oversee and verify the accuracy of payroll submissions and client invoicing processes to ensure integrity, efficiency, and compliance.
· Provide operational and strategic support to the Strategic Account Director and deputise as required, demonstrating independent decision-making, leadership acumen, and contract-wide oversight.
· Uphold strict confidentiality and data protection standards in handling sensitive business, employee, and client information.
· Maintain current knowledge of developments, trends, and innovations within the security and facilities management industry to help shape the future direction of the contract strategy.
· Design and implement data-informed retention strategies to reduce employee churn and associated recruitment costs, while enhancing workforce engagement and resilience.
· Produce high-quality operational reports, presenting performance data, trends, and strategic insights to inform decision-making and demonstrate accountability.
· Continuously monitor and evaluate team performance to ensure service delivery meets or exceeds client expectations and regulatory standards, driving a culture of high performance and continuous improvement.
Person Specification
· In-depth understanding of the retail security sector, including operational dynamics, compliance requirements, and risk management protocols.
· Proven track record in consistently achieving Service Level Agreements (SLAs), identifying performance gaps, and implementing effective, data-driven improvement strategies.
· Demonstrated ability to drive performance by leveraging operational metrics and KPIs to inform decisions and optimise outcomes.
· Highly organised with exceptional time management skills, capable of managing multiple priorities and meeting tight deadlines without compromising on quality.
· Approaches all tasks with professionalism, confidence, and a polished, business-appropriate appearance.
· Maintains the highest standards of confidentiality and demonstrates integrity in handling sensitive or complex matters.
· Strong customer service ethos with the ability to build and maintain effective working relationships with clients and stakeholders at all levels.
· Tenacious and resilient in the face of challenges, maintaining a proactive, solution-oriented, and positive approach under pressure.
Person Specification continued
· Demonstrates exceptional leadership capabilities with a proven track record in building, leading, and developing high-performing, results-driven teams.
· Experienced in leading diverse and geographically dispersed teams within a fast-paced, high-pressure operational environment.
· Confident, decisive, and assertive in decision-making, with the ability to lead through ambiguity and change.
· Proven ability to coach, motivate, and empower individuals to achieve excellence in service delivery and customer satisfaction.
· Extensive and relevant experience within the retail security industry, including a solid understanding of investigative procedures and best practices.
· Experience working in controlled environments and complex operational landscapes, ensuring compliance, safety, and service standards.
· Demonstrated experience in managing and optimising KPI performance to meet contractual obligations and strategic objectives.
· Strong verbal and written communication skills, with the ability to engage effectively with stakeholders at all levels.
· Highly developed customer service orientation, with a commitment to exceeding client expectations through continuous service improvement.
· Fully computer literate with proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and experience using bespoke and business-critical software platforms.
· Capable of using data and systems to support evidence-based decision-making and reporting.
· Highly organised with strong planning and prioritisation skills, capable of managing multiple operational streams and meeting tight deadlines.
· Experienced in designing, implementing, and improving operational processes and policies in line with evolving business needs and regulatory requirements.
· Ability to maintain confidentiality, operate with discretion, and handle sensitive matters professionally.
· Demonstrates a strong team ethic and the ability to foster collaborative working relationships internally and externally.
· Skilled in stakeholder engagement, relationship management, and conflict resolution.
· Adaptable, reliable, and flexible in approach, with a professional and resilient mindset.
· Positive attitude with the ability to remain calm and focused under pressure.
· Must hold a valid SIA licence appropriate to the role undertaken.
· Must hold a valid UK driving licence and be willing to travel across regions as required.
· Drive the operational and financial performance of sites within the designated business area, ensuring alignment with corporate objectives and full adherence to established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
· Hold end-to-end responsibility for the financial performance and service excellence of the guarding contract, playing a pivotal role in achieving overall contractual targets and client satisfaction.
· Maintain effective oversight and utilisation of labour and operational resources through the structured management and coordination of Regional Managers, ensuring cost-efficiency and service reliability.
· Ensure that all responsibilities are executed in full compliance with applicable laws, industry regulations, and ethical standards, maintaining the organisation's reputation for integrity and professionalism.
· Lead, support, and develop the Regional and Operations Managers population, with a strong focus on talent management, leadership capability, and succession planning to build a resilient and high-performing management structure.
· Lead and inspire operational teams by ensuring the effective deployment of personnel, systems, tools, and equipment to deliver consistent, high-quality service across all sites.
· Take ownership of Health & Safety across the business area, ensuring robust risk management, adherence to all statutory obligations, and a proactive safety culture that protects employees and stakeholders.
· Drive the implementation of the contract's people strategy, promoting engagement, inclusion, development, and retention of talent throughout the guarding contract.
· Oversee the learning, development, and career progression of all team members within the business area, fostering a culture of continuous improvement and personal growth.
· Ensure that operational activities align with the organisation's social value commitments, including environmental sustainability, community impact, and inclusive employment practices
Main duties
To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:
· Ensure high levels of stakeholder satisfaction by leading structured, meaningful, and regular performance review meetings. Build a culture of transparency, accountability, and continuous improvement in service delivery.
· Serve as the direct line manager for Regional Managers, ensuring a consistent and impactful 1:1 performance and development process is in place. Oversee and ensure this performance framework is effectively cascaded through all levels of the management structure.
· Ensure all direct reports possess a deep understanding of the Business Management System (BMS) and consistently operate in line with defined protocols and standards.
· Oversee the strategic and efficient deployment of personnel across all sites, in line with contractual obligations and service delivery expectations. Ensure optimal utilisation of resources to maintain quality and efficiency.
· Drive delivery of financial performance targets and key performance indicators (KPIs) through proactive operational leadership, effective cost management, and performance optimisation across the region.
· Monitor and manage key workforce metrics including labour turnover, absenteeism, and performance standards. Implement retention strategies that support talent stability, engagement, and long-term capability development.
· Review and manage operational expenditure to ensure financial efficiency and adherence to budget across the business area, while maintaining service quality.
· Ensure all employees receive appropriate role-specific training, including tailored job inductions and the full MITIE Group induction programme, to support professional growth and compliance.
· Guarantee full adherence to statutory, company, and group policies and procedures. Promote a compliance-led culture that aligns with legal requirements, industry standards, and internal governance protocols.
· Consistently champion and exemplify the company's vision, values, and behaviours, fostering a culture of integrity, inclusion, and accountability across all levels.
· Collaborate in the formulation and execution of strategic business plans aimed at contract sustainability, innovation, and long-term growth. Identify and act on opportunities to enhance operational value and client satisfaction.
· Partner with the HR Manager to effectively address and resolve employee relations matters in accordance with company policy, employment law, and best practice.
· Ensure consistent compliance with recognised quality procedures and industry standards across all teams and functions. Promote a culture of operational excellence and quality assurance.
· Ensure equitable and consistent application of all company policies and procedures, promoting fairness, transparency, and accountability across the operation.
· Oversee and verify the accuracy of payroll submissions and client invoicing processes to ensure integrity, efficiency, and compliance.
· Provide operational and strategic support to the Strategic Account Director and deputise as required, demonstrating independent decision-making, leadership acumen, and contract-wide oversight.
· Uphold strict confidentiality and data protection standards in handling sensitive business, employee, and client information.
· Maintain current knowledge of developments, trends, and innovations within the security and facilities management industry to help shape the future direction of the contract strategy.
· Design and implement data-informed retention strategies to reduce employee churn and associated recruitment costs, while enhancing workforce engagement and resilience.
· Produce high-quality operational reports, presenting performance data, trends, and strategic insights to inform decision-making and demonstrate accountability.
· Continuously monitor and evaluate team performance to ensure service delivery meets or exceeds client expectations and regulatory standards, driving a culture of high performance and continuous improvement.
Person Specification
· In-depth understanding of the retail security sector, including operational dynamics, compliance requirements, and risk management protocols.
· Proven track record in consistently achieving Service Level Agreements (SLAs), identifying performance gaps, and implementing effective, data-driven improvement strategies.
· Demonstrated ability to drive performance by leveraging operational metrics and KPIs to inform decisions and optimise outcomes.
· Highly organised with exceptional time management skills, capable of managing multiple priorities and meeting tight deadlines without compromising on quality.
· Approaches all tasks with professionalism, confidence, and a polished, business-appropriate appearance.
· Maintains the highest standards of confidentiality and demonstrates integrity in handling sensitive or complex matters.
· Strong customer service ethos with the ability to build and maintain effective working relationships with clients and stakeholders at all levels.
· Tenacious and resilient in the face of challenges, maintaining a proactive, solution-oriented, and positive approach under pressure.
Person Specification continued
· Demonstrates exceptional leadership capabilities with a proven track record in building, leading, and developing high-performing, results-driven teams.
· Experienced in leading diverse and geographically dispersed teams within a fast-paced, high-pressure operational environment.
· Confident, decisive, and assertive in decision-making, with the ability to lead through ambiguity and change.
· Proven ability to coach, motivate, and empower individuals to achieve excellence in service delivery and customer satisfaction.
· Extensive and relevant experience within the retail security industry, including a solid understanding of investigative procedures and best practices.
· Experience working in controlled environments and complex operational landscapes, ensuring compliance, safety, and service standards.
· Demonstrated experience in managing and optimising KPI performance to meet contractual obligations and strategic objectives.
· Strong verbal and written communication skills, with the ability to engage effectively with stakeholders at all levels.
· Highly developed customer service orientation, with a commitment to exceeding client expectations through continuous service improvement.
· Fully computer literate with proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and experience using bespoke and business-critical software platforms.
· Capable of using data and systems to support evidence-based decision-making and reporting.
· Highly organised with strong planning and prioritisation skills, capable of managing multiple operational streams and meeting tight deadlines.
· Experienced in designing, implementing, and improving operational processes and policies in line with evolving business needs and regulatory requirements.
· Ability to maintain confidentiality, operate with discretion, and handle sensitive matters professionally.
· Demonstrates a strong team ethic and the ability to foster collaborative working relationships internally and externally.
· Skilled in stakeholder engagement, relationship management, and conflict resolution.
· Adaptable, reliable, and flexible in approach, with a professional and resilient mindset.
· Positive attitude with the ability to remain calm and focused under pressure.
· Must hold a valid SIA licence appropriate to the role undertaken.
· Must hold a valid UK driving licence and be willing to travel across regions as required.