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Site Operations Manager

  • Location


  • Sector:

    Facility / Cleaning

  • Job type:


  • Salary:

    £14560 - £39520

  • Job ref:


  • Published:

    about 11 hours ago

  • Expiry date:


  • Client:


Job Description

To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard.

Service excellence:

Engagement, culture & communication:

  • Responsible for leading culture change in their area of responsibility

  • Responsible for cascading the importance of engagement practices across the business

  • Responsible for effective communication across their portfolio

    Client relationships:

  • Accountable for client and stakeholder relationships

  • Responsible for driving all areas of the MiClient Five Pillars: Knowledge; Value; Relationships; Develop; Capability

  • Responsible for proactively using internal and external networks to share best practice to assist our clients in achieving their goals

    Finance & Commercial Awareness:

  • Accountable for managing and auditing all financial aspects across their portfolio

  • Responsible for developing others in their team on all areas of finance.

  • Responsible for identifying trends on labour cost models and proactively lead change if required

    People & productivity:

  • Accountable for all people management and development across portfolio, including full employee lifecycle

  • Accountable for proactive coaching of people management within leadership team

    Business development:

  • Responsible for operational input into bid meetings

  • Responsible for hosting client show arounds

  • Responsible for involvement in sales and tender presentations

    QHSE and wellbeing:

  • Accountable for delivering structured contract risk register and identification of appropriate control measures

  • Accountable for maintaining an effective safety culture

  • Responsible for improving safety performance through analysis of internal and external data

  • Responsible for consistent operational process and procedures

    Strategy: innovation, change & project management:

  • Accountable for project delivery

  • Responsible for driving business & contract strategy through all management levels

  • Responsible for analysing and measuring innovation outputs

  • Responsible for supporting and guiding managers on all aspects of project / change management

  • Oversee the operational delivery of the site and ensure the operation is effectively managed between 07.00 - 19.00

  • Ensure all team members effectively carry out their roles to deliver to the contracted Service Level Agreement and provide reporting

  • To support in all aspects of QHSE within the building, maintaining high standards of service and ensuring all on site processes are compliant and fully adhered to

  • Complete business reviews with the building owner/facilities manager and support with the audits within the building

  • Liaise with clients and stakeholders to monitor site operations and maintain the quality of service.

  • Be main point of contact for building owner for all building operations issues

  • Create, implement and review standardised site local operating procedures where appropriate

  • Ensure client policies are briefed and implemented within the teams

  • Ensure all Mitie process, procedures and documentation is in line with client standards

  • Ensure a collaborative and efficient approach and response to service requests

  • Develop and deliver an internal audit schedule

  • To work with other service lines, where applicable, to deliver a consistent, quality message about MITIE within the building

  • Hold a genuine interest and passion in working with and helping all clients and fellow colleagues

  • Deliver quality, diversity and a can do attitude along with great team work to ensure success at all levels

    Main Duties

  • Ensure full compliance to the service delivery catalogue for front of house

  • Review, monitor and rectify issues raised through the daily building walk

  • Conduct business reviews with the building owner and the FM (including other key stakeholders)

  • To provide support in the Incident Management process

  • Oversee all Incident/Near miss reports through to closure and sign off

  • Oversee all Quality Failures through to closure and signed off

  • To develop a business continuity plan for site

  • Monitor codes of conduct for all staff to ensure compliance

  • Support external and internal audits, closing out all actions in the required timescale and ensure compliance within team and encourage compliance throughout the Sites

  • Respond to customers' requirements and manage customer perceptions

  • Provide support with site specific projects as required

  • Develop and maintain a compressive training matrix for all team members

  • Co-ordinate with business areas to ensure suitable amounts of fire wardens, first aid, defibrillation and Evac-Chair trained personnel are available at all times during operating hours

  • To ensure that all clients' KPIs are consistently met

  • To be a central point of escalation for all clients on-site

  • Provide reports and any other information where required to the client. Working to clients' systems and external databases where required.

  • File and maintain paperwork in accordance with quality assurance procedures

  • Respond quickly and effectively to all queries and requests raised by clients and colleagues

    Management Information

  • Collate all necessary management information necessary to produce Monthly Management Reports for clients and stakeholders

    Client Management

  • Attend client reviews on a regular basis and maintain exceptional stakeholder relationships


  • Support the client Building Owner with development of annual Capex budgets for the facility

  • Work with the Mitie service lines to ensure the most cost effective ad-hoc services are provided

  • Support the National Account Manager in the delivery of the FOH service budget


  • Ensure all company and client policies and guidelines are adopted and complied with at all times by all staff

  • Ensure all documentation is completed accurately, on time and distributed accordingly

  • Ensure all relevant Health & Safety training is undertaken as required and for team

  • Ensure that the clients are provided with the health and safety reports requested in a timely manner

Candidate Description

  • Knowledge of relevant procedures

  • Level of customer Service

  • Team Player

  • Health and safety awareness and knowledge

  • Communication

    At Mitie we know that 'our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right.,

  • A clear understanding of Health & Safety practices, IOSH certified (preferably NEBOSH)

  • Customer orientated approach

  • Enthusiastic and conscientious

  • Good PC skills and fluency with a range of PC packages

  • Clear, strong and confident communication skills

  • To work efficiently and effectively in a team as well as individually

  • Able to work off their own initiative and with minimal direction

  • Excellent written and oral communication skills

  • Strong planning and organisational skills

  • High attention to detail

  • Ability to work to critical targets and deadlines

  • Good decision maker

  • Be flexible to support the demands of the business and facility

Employer Description

Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us.

Signature is the premium front of house provider within Mitie, we pride ourselves on our authentic, signature approach to our customer service and relationships with our clients, offering bespoke, tailored and fluid services that fit the clients needs and requirements.

Values: Delivering the exceptional, every day

Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day. Our promise to our people: a place to work where you can thrive and be your best every day. Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day. Our culture - our core values and how we behave:

  1. We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
  2. We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
  3. We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
  4. Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
  5. Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.