Operations Manager

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

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!