Operations Lead: Service Delivery & Continuous Improvement

Mitie; Manchester; On-site; GBP 60,000 - 85,000; Full time

Job summary

Mitie is seeking an Operations Manager to provide leadership, oversight and strategic direction across key bespoke customer accounts within the Accounts Pillar of TSOC. You will be the central link between account teams and delivery functions, ensuring contractual performance, service delivery and customer satisfaction.

You will lead, coach and develop operational teams, manage escalations and governance, and drive continuous improvement to strengthen resilience and service quality for our

Qualifications

• Experience leading operational teams in a service delivery environment.
• Proven track record managing contractual performance against KPIs, SLAs and customer commitments.
• Strong stakeholder management and communication skills with senior stakeholders.
• Analytical and problem‑solving skills to interpret data and drive improvements.
• Change and continuous improvement experience within facilities management or service operations.

Responsibilities

• Provide operational leadership and accountability across assigned Accounts, ensuring KPIs and service levels are met.
• Coach and develop teams through objectives, 1:1s and performance reviews.
• Build strong relationships with customers and internal stakeholders; act as senior escalation point.
• Monitor workloads and risks; perform root cause analysis and implement improvements.
• Ensure governance, reporting and audit readiness while aligning activities with central functions.

Skills

Leadership & coaching

Contractual performance

Stakeholder management

Data analysis

Continuous improvement

Education

PRINCE2 / Lean / Six Sigma (advantage)

Tools

CAFM systems

Scheduling platforms

Workforce planning

Job description

Mitie is seeking an Operations Manager to provide leadership, oversight and strategic direction across key bespoke customer accounts within the Accounts Pillar of TSOC. You will be the central link between account teams and delivery functions, ensuring contractual performance, service delivery and customer satisfaction.

You will lead, coach and develop operational teams, manage escalations and governance, and drive continuous improvement to strengthen resilience and service quality for our