Operations Manager

Mitie Cleaning & Hygiene Services; Greater Manchester; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Virtual GP

Salary Finance

Choice lifestyle platform (Choices)

MiDeals discounts

Cycle-to-work scheme

Enhanced pension contributions

Mitie Matching Share Plan

Mitie Stars recognition

Job summary

Mitie Cleaning & Hygiene Services in Manchester is seeking an Operations Manager to provide leadership, oversee service delivery across key accounts, and maintain contractual performance.

You will coordinate resources, manage escalations, and drive governance, resilience and continuous improvement within TSOC, communicating with account teams and delivery functions.

Qualifications

• Experience leading operational teams in a service delivery environment.
• Proven track record managing contractual performance against KPIs & SLAs.
• Strong stakeholder management and senior-level communications.
• Analytical and problem-solving skills with data interpretation.
• Experience leading change and continuous improvement initiatives in facilities/operations.

Responsibilities

• Provide operational leadership across assigned Accounts and ensure service delivery targets are met.
• Coach and develop teams; manage performance and succession planning.
• Build relationships with customers and internal stakeholders; act as primary escalation point.
• Monitor workloads and risks; perform root cause analysis and implement improvements.
• Maintain governance, data quality, and alignment of Account activities with central functions.

Skills

Operational leadership

Contractual performance management

Stakeholder management

Analytical problem-solving

Change & continuous improvement

Tools

CAFM systems

Scheduling platforms

Workforce planning

Job description

Better places, thriving communities.

ROLE: Operations Manager

HOURS: 40 hrs per week | Mon – Fri

LOCATION: Wythenshawe, Manchester

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for 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 clear accountability for contractual performance, service delivery and customer satisfaction, while strengthening governance, operational resilience and continuous improvement. Acting as the central link between account teams and operational delivery functions, you will manage challenges and escalations, coordinate resources and ensure services remain aligned with individual customer requirements.

Role Responsibilities

• Provide operational leadership and accountability across assigned Accounts, ensuring contractual obligations, service levels, KPIs and customer expectations are consistently achieved through effective end-to-end service delivery.
• Lead, coach and develop operational teams by setting clear objectives, conducting regular one-to-ones and performance reviews, supporting succession planning and promoting accountability, collaboration and customer focus.
• Build strong relationships with customers, account teams and internal stakeholders, acting as the primary operational contact and senior escalation point while representing TSOC at governance meetings, service reviews and performance discussions.
• Monitor workloads, resources, operational risks and performance data, completing root cause analysis and implementing corrective, preventative and continuous improvement actions that strengthen service quality, resilience and business continuity.
• Maintain robust reporting, governance, compliance, data quality and audit readiness while supporting TSOC strategy, resource forecasting, operational growth and the appropriate integration of Account activities into central Customer Service, Scheduling and Supply Chain functions.

Required Qualifications

• Experience leading operational teams within a service delivery environment, with the ability to coach colleagues, manage performance and build team capability.
• Proven experience managing contractual performance against agreed KPIs, SLAs and customer commitments.
• Strong stakeholder management and communication skills, including experience working with senior stakeholders, managing customer escalations and presenting performance updates.
• Strong analytical and problem-solving skills, with the ability to interpret operational data, identify trends, conduct root cause analysis and deliver measurable improvements.
• Demonstrable experience leading change and continuous improvement initiatives, ideally within facilities management, technical services, contact centre or service operations, with knowledge of CAFM systems, scheduling platforms or workforce planning; PRINCE2, Lean, Six Sigma or an equivalent qualification would be advantageous.

What's in it for you?

• A critical leadership role with clear accountability for operational delivery across important bespoke customer accounts.
• The opportunity to shape governance, strengthen operational resilience and improve the consistency and scalability of services.
• The chance to lead high-performing teams and work closely with customers, account leaders and operational functions across TSOC.
• A role where you can champion innovation, continuous improvement and an exceptional customer experience.
• A supportive working environment where you can thrive, develop and be your best every day.

There's a place for you at Mitie, join us today!

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Dan Dyke at [e-mail].

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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