Security Contract Manager

Mitie Cleaning & Hygiene Services; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Virtual GP access

Salary Finance scheme

Choices lifestyle benefits platform

Up to five extra holidays per year

MiDeals high street discounts

Cycle-to-work scheme

Life cover up to 4x salary

enhanced pension contributions

Mitie Stars recognition program

Job summary

Mitie Cleaning & Hygiene Services in the United Kingdom is seeking an experienced account leader to develop and drive the client relationship, delivering the highest standards of operational service and profitability.

You will implement a comprehensive People Strategy, lead large teams, oversee compliance and risk, manage finance and KPI reporting, and partner with internal and external stakeholders to optimise performance across the contract.

Qualifications

• Experience managing complex accounts with multiple stakeholders.
• Proven track record leading large teams (100+ staff).
• Strong communication and interpersonal skills; able to influence at all levels.

Responsibilities

• Develop and lead the client relationship, ensuring the highest standards of operational service and profitability.
• Review account performance based on threat and risk levels; advise the client as appropriate.
• Maintain external relationships with key organisations to maximise performance.
• Implement a People Strategy (recruitment, succession, training, staff recognition, awards).
• Monitor compliance through an audit programme and drive risk management across the account.
• Oversee financial spend, cost control, and budgeting; manage the bonus scheme and annual pay benchmarking.
• Support the client's Security Strategy and report on KPI performance; collaborate with internal stakeholders.

Skills

Stakeholder management

People leadership

HR knowledge

Strategic planning

Communication skills

Tools

Microsoft Excel

Job description

Job Objectives And Responsibilities

To develop and lead the client relationship, by ensuring the highest standards of operational service are delivered, by

Better places, thriving communities.

Job Objectives And Responsibilities

To develop and lead the client relationship, by ensuring the highest standards of operational service are delivered, by

identifying and delivering innovative added value solutions and maintaining a strong client relationship in order that

service levels and profitability are maximised.

Continually review and drive account performance based on threat and risk levels, guide and advise client as

appropriate, maintain both internal and external relationships with key organisations to maximise performance.

Main duties

Our People

Implement a People Strategy to include:-

• Recruitment Strategy for the contract, focusing on skill sets for specialist roles.
• Succession Plan to support contract resilience, identifying high priority roles.
• Training Plan for the contract, identifying mandatory training for each role and identifying which roles should be supported with cross training to aid resilience of a key functions
• Staff recognition and reward system to identify those staff who have received positive feedback or performed exceptionally well.
• National awards – nominate staff to recognise staff efforts
• Staff survey – implent an annual staff survey to obtain and understand staff feedback to help improve the

• Staff Retention – Monitor staff attrition to identify any common themes to retention.
• Contract Recognition and Reward Finance – consult with staff to agree how best to reward staff utilising any monies earnt during the year.

Compliance and Assurance

• Implement an audit programme to ensure all key functions are regularly audited and compliant.
• Develop a Customer Relationship Strategy, identifying key internal stakeholders (contractor partners, building tenants etc), to support effective working relationships to enhance service delivery and mitigate risk and threat across the account.
• To build and maintain key external stakeholder relationships with organisations critical to the clients portfolio (Met/BTP Police, TfL, Fire Brigade etc).
• Monitor service delivery levels, and influencing, directing and working with Operations and all other internal stakeholders to ensure the required standards of service are achieved.
• To regularly liaise with the client Head of Security to understand and continually monitor threat and risk to the estate, reviewing emergency procedures and operational tactics according to threat.
• Maintain continual professional development by attending relevant networking events with organisations such as Security Institute and undertaking relevant Apprenticeships/Training.
• Review all critical operational incidents to identify any areas for improvement and ‘lessons learnt' to help improve and develop staff and processes.
• Report on Account KPI's, identifying areas of opportunity and/or risk, and working with others in the business to develop actions plans to address any areas of underperformance.
• Support the clients Security Strategy in conjunction with Shard Quarter.

Finance

• Take commercial accountability and responsibility across the account.
• Oversee cost control related to all client contracts, ensuring that resources are utilised efficiently and invoice queries are resolved quickly.
• Review all financial spend on the open book viewed and accurate prior to submission to the client
• Oversee the bonus scheme across the account and report annually on staff performance to support annual staff bonus payments which will be subject to the clients approval.
• Prepare an annual pay benchmark data report each year for submission to the client with recommendations for staff pay increases for the forthcoming year.
• Propose an annual budget for the forthcoming year, ensuring 3rd party contractors supply best value for money.

Continuous Improvement

• To look for opportunities for continuous improvement and deliver options that are mutually beneficial to the Account and the Company.
• To be aware of business developments and opportunities within the Account, as well as the wider commercial environment including competitor activity.
• Ensure that the Company policies and procedures in relation to the Account and the workforce deployed to the Account are followed at all times.

Person Specification

• Previous experience of working in a complex and challenging environment
• Previous experience of managing multi stakeholders
• Previous experience of overseeing and leading large teams (100+ staff)
• Be able to work on own initiative and take personal responsibility and ownership for all actions
• Be able to demonstrate excellent people management experience including having a sound knowledge of HR

processes

• Demonstrate great customer service skills to engage with a range of stakeholders
• Excellent verbal and written communication skills
• Demonstrate attention to detail
• Demonstrate effective leadership and team building skills
• A decisive and assertive decision maker who can interpret situations to proceed with a prioritised action plan

that achieves the results required

• Excellent report writing, investigative and analytical skills with attention to detail
• Excellent organisation and time management skills
• Proven track record working towards KPI's and SLA's

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 at .

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.

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Together our diversity makes us stronger.

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