Operations Lead - Client Accounts & Improvement

Mitie Group plc.; Manchester; On-site; GBP 45,000 - 65,000; Full time

Job summary

Mitie Group plc. in Manchester is seeking an Operations Manager to provide leadership, operational oversight and strategic direction across key bespoke customer accounts within the Accounts Pillar of TSOC.

You will take accountability for contractual performance, service delivery and customer satisfaction, while strengthening governance, resilience and continuous improvement, acting as the central link between account teams and delivery functions.

Qualifications

• Experience leading operational teams within a service delivery environment.
• Proven experience managing contractual performance against KPIs, SLAs and customer commitments.
• Strong stakeholder management and communication skills, including experience with senior stakeholders and escalations.
• Strong analytical and problem-solving skills with ability to interpret data and drive improvements.
• Experience leading change and continuous improvement initiatives, ideally within facilities management or related services.

Responsibilities

• Provide operational leadership and accountability across assigned Accounts, ensuring contractual obligations, service levels, KPIs and customer expectations are met.
• Lead, coach and develop operational teams by setting objectives and conducting performance reviews.
• Build strong relationships with customers and internal stakeholders, acting as the primary operational contact and escalation point.
• Monitor workloads, risks and performance data, conduct root cause analysis and implement corrective actions.
• Maintain governance, data quality and audit readiness while supporting TSOC strategy and growth.

Skills

Operational leadership

Performance management

Stakeholder management

Analytical thinking

Change and continuous improvement

Tools

CAFM systems

Scheduling platforms

Workforce planning tools

Job description

Mitie Group plc. in Manchester is seeking an Operations Manager to provide leadership, operational oversight and strategic direction across key bespoke customer accounts within the Accounts Pillar of TSOC.

You will take accountability for contractual performance, service delivery and customer satisfaction, while strengthening governance, resilience and continuous improvement, acting as the central link between account teams and delivery functions.