Services and Governance Manager
| Dyddiad hysbysebu: | 28 Tachwedd 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 28 Rhagfyr 2025 |
| Lleoliad: | SE1 9SG |
| Cwmni: | Mitie |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 85874 |
Crynodeb
Job Description: Services and Governance ManagerDepartment: Mitie Technical Services
Location: TfL Contract - The Shard, London Bridge (UTFN) with travel to sites
Reports To: Account Director
Grade/Band: [Insert Band if applicable]
Contract Type: Permanent
Working Hours: Full-Time (Monday to Friday)
Salary: £65,000 per annum + travel expenses
Date Prepared: 04/11/2025
Role PurposeTo lead the Service Engineering Desk and oversee governance across the contract, ensuring seamless coordination of engineering support services, administrative operations, and commercial governance. This senior leadership role is pivotal in driving service excellence, ensuring compliance, and optimising support to engineering and facilities management teams across the account. The role requires a proactive and collaborative stance, fostering strong stakeholder relationships and ensuring ownership and resolution of customer complaints.
Key Accountabilities
-Lead and manage the Service Engineering Desk, including the Contract Services Facilitiator teams supporting the engineering service delivery teams at all levels.
-Oversee the full lifecycle of service delivery processes ('cradle to grave') including scheduling of PPMs and reactive tasks, raising and receipting POs, supplier and engineering documentation management, use of CAFM systems (e.g., Maximo, client platforms), and customer updates and reporting.
-Ensure robust governance of additional works and project quotes, including approvals and due diligence.
-Support the Commercial Manager and Operations and Assurance Manager in managing quotes, client applications, and financial validation of works.
-Drive continuous improvement in service delivery processes, reducing duplication and enhancing efficiency.
-Manage and resolve customer complaints, ensuring root cause analysis, service recovery, and ownership of the complaints process.
-Support the Operations and Assurance Manager and Data Analyst in maintaining accurate asset and compliance data across systems.
-Identify and mitigate risks related to scope creep, data discrepancies, and contract misalignment from the CAFM system.
-Lead training and development initiatives for the Service Desk Team, ensuring high performance and cross-functional capability.
-Provide regular reporting to the Account Director on governance, compliance, and operational risks.
-Support out-of-hours escalation processes as required.
-Maintain a visible leadership presence across sites and teams, embodying company values and driving performance against SLAs and KPIs.
-Foster a proactive and collaborative working environment, ensuring effective stakeholder management within the sphere of responsibilities.
Person SpecificationQualifications
-Degree or equivalent experience in Facilities Management, Engineering, or Business Administration.
-CAFM system training (e.g., Maximo & Concept) desirable.
-Leadership or management qualification (e.g., ILM, CMI) preferred.
Experience
-Proven experience in a senior operational or governance role within Facilities Management.
-Strong background in service coordination, helpdesk operations, and commercial governance.
-Experience managing multi-disciplinary teams and working with engineering and compliance functions.
Skills & Competencies
-Excellent organisational and leadership skills.
-Strong understanding of CAFM systems and service delivery workflows.
-Commercial acumen and understanding of contract governance.
-High attention to detail and ability to manage complex processes.
-Strong communication and stakeholder engagement skills.
-Proactive, solutions-focused mindset.
Salary Band£55,000 - £65,000 per annum (dependent on experience and qualifications)
Benefits
-25 days annual leave plus bank holidays
-Company pension scheme
-Life assurance
-Training and development opportunities
-Flexible working arrangements available (to be negotiated)
Probation PeriodThis role is subject to a 3-month probation period, with regular performance reviews and development check-ins.
Location: TfL Contract - The Shard, London Bridge (UTFN) with travel to sites
Reports To: Account Director
Grade/Band: [Insert Band if applicable]
Contract Type: Permanent
Working Hours: Full-Time (Monday to Friday)
Salary: £65,000 per annum + travel expenses
Date Prepared: 04/11/2025
Role PurposeTo lead the Service Engineering Desk and oversee governance across the contract, ensuring seamless coordination of engineering support services, administrative operations, and commercial governance. This senior leadership role is pivotal in driving service excellence, ensuring compliance, and optimising support to engineering and facilities management teams across the account. The role requires a proactive and collaborative stance, fostering strong stakeholder relationships and ensuring ownership and resolution of customer complaints.
Key Accountabilities
-Lead and manage the Service Engineering Desk, including the Contract Services Facilitiator teams supporting the engineering service delivery teams at all levels.
-Oversee the full lifecycle of service delivery processes ('cradle to grave') including scheduling of PPMs and reactive tasks, raising and receipting POs, supplier and engineering documentation management, use of CAFM systems (e.g., Maximo, client platforms), and customer updates and reporting.
-Ensure robust governance of additional works and project quotes, including approvals and due diligence.
-Support the Commercial Manager and Operations and Assurance Manager in managing quotes, client applications, and financial validation of works.
-Drive continuous improvement in service delivery processes, reducing duplication and enhancing efficiency.
-Manage and resolve customer complaints, ensuring root cause analysis, service recovery, and ownership of the complaints process.
-Support the Operations and Assurance Manager and Data Analyst in maintaining accurate asset and compliance data across systems.
-Identify and mitigate risks related to scope creep, data discrepancies, and contract misalignment from the CAFM system.
-Lead training and development initiatives for the Service Desk Team, ensuring high performance and cross-functional capability.
-Provide regular reporting to the Account Director on governance, compliance, and operational risks.
-Support out-of-hours escalation processes as required.
-Maintain a visible leadership presence across sites and teams, embodying company values and driving performance against SLAs and KPIs.
-Foster a proactive and collaborative working environment, ensuring effective stakeholder management within the sphere of responsibilities.
Person SpecificationQualifications
-Degree or equivalent experience in Facilities Management, Engineering, or Business Administration.
-CAFM system training (e.g., Maximo & Concept) desirable.
-Leadership or management qualification (e.g., ILM, CMI) preferred.
Experience
-Proven experience in a senior operational or governance role within Facilities Management.
-Strong background in service coordination, helpdesk operations, and commercial governance.
-Experience managing multi-disciplinary teams and working with engineering and compliance functions.
Skills & Competencies
-Excellent organisational and leadership skills.
-Strong understanding of CAFM systems and service delivery workflows.
-Commercial acumen and understanding of contract governance.
-High attention to detail and ability to manage complex processes.
-Strong communication and stakeholder engagement skills.
-Proactive, solutions-focused mindset.
Salary Band£55,000 - £65,000 per annum (dependent on experience and qualifications)
Benefits
-25 days annual leave plus bank holidays
-Company pension scheme
-Life assurance
-Training and development opportunities
-Flexible working arrangements available (to be negotiated)
Probation PeriodThis role is subject to a 3-month probation period, with regular performance reviews and development check-ins.