Technical Services Manager

at  Mitie Group plc

Since 1987, Mitie’s 68,000 employees, have been serving companies and communities across the world. We’re the UK’s leading facilities management company. Our clients range from banks to retailers, hospitals to schools, and critical government sites. We make a positive difference to millions of people, every day, and we’re very proud of this. Join us and together there’s no limit to what we can achieve.
Providing leadership to the team. Management, and development of the MITIE contract, ensuring financial, and operational commitments are met and exceeded. Management of all MITIE processes, policies and procedures utilising the team of direct reports.

Key Responsibilities

• Provide leadership, and that contractual commitments are met and exceeded.
• Ensure that opportunities for the strategic development of the contract are developed and continued throughout the duration of the term. Ensure additional services and projects are discussed with the client and MITIE team and delivered highlighting our expertise in these fields.
• Ensuring business policies and processes are effectively communicated and implemented within the contract adhering to all MITIE policies and procedures and utilising MITIE systems
• Ensure the provision of healthy and safe working conditions and that both clients and Company health and safety policy and process is effectively implemented across both MITIE and subcontractors’ activities and are regularly review. This involves keeping up to date with the client’s policies and making sure where applicable MITIE and our suppliers are adhering to them.
• Ensure optimum staffing structures operate across contract, balancing the delivery of service excellence. Ensure structures support peaks and troughs in workload, and disaster recovery by utilising MITIE labour.
• Ensure MITIE and suppliers are staffed by fully competent teams, ensuring post holders are fully competent, and that effective succession planning arrangements are in place. Responsible for the training matrix and identifying any mandatory risk areas to MITIE and arranging training for gaps.
• Working with other Operational managers to ensure the collaborative development of the business, effective team working, and support to colleagues.
• Development of contract financial plans for revenue and profit delivery, reduction of WIP, OPSs, debt, cost reduction and contract growth. Ensure that these are met and exceeded. Regular meetings with contract support to identify gaps and highlight these to the SLT of the account once appropriate actions taken place.
• Ensure appropriate control systems to ensure statutory, policy and contractual commitments are met. This involves responsibility for all QHSE audits and processes across the portfolio and auditing them on an adhoc basis to ensure compliance across the contract deliverables for each building/premises.
• Ensuring a customer focus within all areas of operational activities, and that effective relationships are maintained with key client/supplier contacts. Dealing with site matters in a confidential and respectful way whilst providing confidence within our MITIE and client team. This involves managing the process and highlighting any risks to the SLT of the account.
• Ensuring all regular client meetings are held whilst meeting the needs of the client.
• Promoting and maintaining the core values of MITIE
• Provision of leadership and guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment and recognition/reward. Direct line management of engineering team and development and coaching of key personnel through supportive mentoring.
• Delivering effective business communication through TBTs, Technical Updates, QHSE updates, CAFM monitoring on PPM and Reactive works, advice, review, leadership and direct contribution to management and team meeting, briefings, consultation forums, correspondence, publicity. This is to be delivered at least monthly and ad-hoc reporting on these items and other publications, as appropriate should be sent to the contract support to populate for the SLT and contract review packs.
• Supporting the sales process through solutions development, participation in presentations and consultation meetings, hosting visits, and support to mobilisation as required on new contracts.
• Provide a learning environment, and appropriate training and development planning through supportive mentoring. Ensure basic training needs are delivered, employees are fully competent to undertake their roles and can reach their full future potential through identifying training gaps and risks to the MITIE business.
• To support the contractual operations delivery of the TFM contract through our suppliers maintaining the highest client relationships. It is paramount MITIE suppliers are monitored via our MITIE sub-contractor monitoring forms and site logbooks are monitored to make sure this is in place.
• Assist to develop and maintain a positive image of the buildings in its location throughout MITIE promoting all the MITIE services we can provide and assist the client with for their sites and responsibilities.
• Assist in the drafting, control and reporting of service charge budget and expenditure for the sites via the cost sheets and processes produced for MITIE.
• Assist to monitor all activities relating to the sites, reporting and taking action as appropriate
• Undertake regular inspections of the building fabric
• To work with key stakeholders to ensure a maintenance and repair programme is in place
• Assist to compile and maintain records relating to the site(s); e.g. asset register, plans, plant testing, etc., taking any action which may be required
• Undertake and audit all MITIE areas and aspects required for site(s) in conjunction with MITIE contractual terms.
• Supervise the management of operational engineering team. Carrying our PDRs and appraisals and developing a PDP for the employee.
• To liaise with tenants and deal with any operational queries they might have
• Assist and be responsible for Health and Safety compliance on site, and the maintenance of records, engineers ROTA, MITIE logbooks (paper and e-logbooks), suppliers RAMS, competencies, insurances etc to adhere with MITIE Policies and Procedures.
• Assist and be responsible for environmental management on site, in compliance with MITIE environmental policy that will work collaboratively with our clients environmental polic
• To ensure MITIE achieves the KPIs set by the client, in conjunction with other stakeholders
• To manage major work programmes on site via yourself or the projects team acting as the liaison point for all parties involved
• To produce regular reports to operational team, as required through good communication.
• Ensure procurement is carried out in line with company policy
• Any other duties as directed by your Line Manager
• Audit core FM services and produce timely, accurate and relevant reports
• Chair service delivery meetings, controlling minutes and agenda; attend other relevant meetings, including Health and Safety / Building User site group meetings
• Maintain clear communication channels between client, MITIE and any relevant service partner and escalate issues as required to SLT of account.
• Ensure enhancements and changes to services are implemented on time and in an organised way
• Identify opportunities for improvement and present to client for discussion at monthly client meetings
• Travel to other sites as required

Accountabilities

• Reporting to a MITIE SLT with organisation structure.
• Accountability to the MITIE functional heads, as appropriate.
• Accountable day-to-day for site KPI/SLAs via CAFM monitoring and other MITIE processes.
• Accountable for client relationships to promote positive feedback from sites to demonstrate how we display the MITIE values.
• Line management responsibility for a contract engineering team and support team where required. Also, indirectly for relevant sub-contractors on site ensuring team where applicable are using MITIE Policies and Procedures to monitor activities on our client sites.
• Financial responsibility for better buying, supplier quotation for site and managing the process through MITIE systems.
• Responsible for all MITIE logbooks across the MITIE portfolio and accountable for MITIE supplier processes being followed through MITIE monitoring processes.
• Responsible for all QHSE audits and AP duties on sites and statutory compliance throughout the account. This involves doing site audits and monitoring under MITIE QHSE procedures.
• Responsible for sending, monitoring and recording TBTs, technical updates, QHSE procedures, training matrix and MITIE operational controls of suppliers and engineering team. This is to be supported via coaching your team on processes and procedures to ultimately let you achieve these.
• Responsible for saving all documentation and MITIE sign off sheets, operational documents etc on the shared drive for all MITIE personnel to see.
• Accountable for the all assets on site and being trained on to all authorised persons (AP) qualification. Ensuring adequate training of others on AP and being part of on call team.

• Provide leadership, and that contractual commitments are met and exceeded.
• Ensure that opportunities for the strategic development of the contract are developed and continued throughout the duration of the term. Ensure additional services and projects are discussed with the client and MITIE team and delivered highlighting our expertise in these fields.
• Ensuring business policies and processes are effectively communicated and implemented within the contract adhering to all MITIE policies and procedures and utilising MITIE systems
• Ensure the provision of healthy and safe working conditions and that both clients and Company health and safety policy and process is effectively implemented across both MITIE and subcontractors’ activities and are regularly review. This involves keeping up to date with the client’s policies and making sure where applicable MITIE and our suppliers are adhering to them.
• Ensure optimum staffing structures operate across contract, balancing the delivery of service excellence. Ensure structures support peaks and troughs in workload, and disaster recovery by utilising MITIE labour.
• Ensure MITIE and suppliers are staffed by fully competent teams, ensuring post holders are fully competent, and that effective succession planning arrangements are in place. Responsible for the training matrix and identifying any mandatory risk areas to MITIE and arranging training for gaps.
• Working with other Operational managers to ensure the collaborative development of the business, effective team working, and support to colleagues.
• Development of contract financial plans for revenue and profit delivery, reduction of WIP, OPSs, debt, cost reduction and contract growth. Ensure that these are met and exceeded. Regular meetings with contract support to identify gaps and highlight these to the SLT of the account once appropriate actions taken place.
• Ensure appropriate control systems to ensure statutory, policy and contractual commitments are met. This involves responsibility for all QHSE audits and processes across the portfolio and auditing them on an adhoc basis to ensure compliance across the contract deliverables for each building/premises.
• Ensuring a customer focus within all areas of operational activities, and that effective relationships are maintained with key client/supplier contacts. Dealing with site matters in a confidential and respectful way whilst providing confidence within our MITIE and client team. This involves managing the process and highlighting any risks to the SLT of the account.
• Ensuring all regular client meetings are held whilst meeting the needs of the client.
• Promoting and maintaining the core values of MITIE
• Provision of leadership and guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment and recognition/reward. Direct line management of engineering team and development and coaching of key personnel through supportive mentoring.
• Delivering effective business communication through TBTs, Technical Updates, QHSE updates, CAFM monitoring on PPM and Reactive works, advice, review, leadership and direct contribution to management and team meeting, briefings, consultation forums, correspondence, publicity. This is to be delivered at least monthly and ad-hoc reporting on these items and other publications, as appropriate should be sent to the contract support to populate for the SLT and contract review packs.
• Supporting the sales process through solutions development, participation in presentations and consultation meetings, hosting visits, and support to mobilisation as required on new contracts.
• Provide a learning environment, and appropriate training and development planning through supportive mentoring. Ensure basic training needs are delivered, employees are fully competent to undertake their roles and can reach their full future potential through identifying training gaps and risks to the MITIE business.
• To support the contractual operations delivery of the TFM contract through our suppliers maintaining the highest client relationships. It is paramount MITIE suppliers are monitored via our MITIE sub-contractor monitoring forms and site logbooks are monitored to make sure this is in place.
• Assist to develop and maintain a positive image of the buildings in its location throughout MITIE promoting all the MITIE services we can provide and assist the client with for their sites and responsibilities.
• Assist in the drafting, control and reporting of service charge budget and expenditure for the sites via the cost sheets and processes produced for MITIE.
• Assist to monitor all activities relating to the sites, reporting and taking action as appropriate
• Undertake regular inspections of the building fabric
• To work with key stakeholders to ensure a maintenance and repair programme is in place
• Assist to compile and maintain records relating to the site(s); e.g. asset register, plans, plant testing, etc., taking any action which may be required
• Undertake and audit all MITIE areas and aspects required for site(s) in conjunction with MITIE contractual terms.
• Supervise the management of operational engineering team. Carrying our PDRs and appraisals and developing a PDP for the employee.
• To liaise with tenants and deal with any operational queries they might have
• Assist and be responsible for Health and Safety compliance on site, and the maintenance of records, engineers ROTA, MITIE logbooks (paper and e-logbooks), suppliers RAMS, competencies, insurances etc to adhere with MITIE Policies and Procedures.
• Assist and be responsible for environmental management on site, in compliance with MITIE environmental policy that will work collaboratively with our clients environmental polic
• To ensure MITIE achieves the KPIs set by the client, in conjunction with other stakeholders
• To manage major work programmes on site via yourself or the projects team acting as the liaison point for all parties involved
• To produce regular reports to operational team, as required through good communication.
• Ensure procurement is carried out in line with company policy
• Any other duties as directed by your Line Manager
• Audit core FM services and produce timely, accurate and relevant reports
• Chair service delivery meetings, controlling minutes and agenda; attend other relevant meetings, including Health and Safety / Building User site group meetings
• Maintain clear communication channels between client, MITIE and any relevant service partner and escalate issues as required to SLT of account.
• Ensure enhancements and changes to services are implemented on time and in an organised way
• Identify opportunities for improvement and present to client for discussion at monthly client meetings
• Travel to other sites as require