Senior Colleague Services Manager

Mitie; Norwich; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Benefits package

Wellbeing support

Professional development opportunities

Job summary

Mitie in Norwich is seeking a Senior Colleague Services Manager to lead delivery of workplace and facilities services across a portfolio of client locations. You will shape workplace experience, drive operational excellence, and build trusted relationships with senior client stakeholders.

You will oversee multi-site operations, champion innovation and continuous improvement, manage budgets, risks and compliance, and lead Colleague Services teams to deliver high-quality service across the region.

Qualifications

• Significant leadership experience within Facilities Management, Workplace Experience, or Integrated FM.
• Proven experience managing multi-site operations with senior stakeholders.
• Strong commercial and financial acumen with budgets, forecasting and business cases.
• Experience leading organisational change and transformation.
• Knowledge of governance, risk management, and health and safety in workplace services.

Responsibilities

• Lead the development and delivery of workplace strategies that align with client objectives, contractual commitments, and long-term transformation plans.
• Provide leadership and direction to Colleague Services Managers, Coordinators, and Workplace teams, ensuring consistent, high-quality service delivery across multiple locations.
• Build and maintain executive-level client relationships, leading governance reviews and identifying opportunities to enhance customer satisfaction, workplace experience, and commercial value.
• Oversee operational performance, compliance, risk management, financial performance, and service assurance, ensuring delivery against KPIs, SLAs, and business objectives.
• Champion innovation, sustainability, wellbeing, and continuous improvement initiatives that enhance service outcomes, operational efficiency, and colleague engagement.

Skills

Leadership experience

Facilities management

Workplace experience

Stakeholder management

Budgeting

Strategic leadership

Multi-site operations

Governance

Health and safety

Change management

Job description

ROLE: Senior Colleague Services ManagerHOURS: 40hrs per week | Mon - FriLOCATION: Norwich

At Mitie, our people are our greatest strength, and our promise is to create a place where you can thrive and be your best every day. We're looking for a strategic and customer-focused Senior Colleague Services Manager to lead the delivery of exceptional workplace and facilities services across a portfolio of client locations. This is a high-profile leadership opportunity where you'll drive workplace experience, operational excellence, innovation, and continuous improvement while building trusted relationships with senior client stakeholders.

Role Responsibilities

• Lead the development and delivery of workplace strategies that align with client objectives, contractual commitments, and long-term transformation plans.
• Provide leadership and direction to Colleague Services Managers, Coordinators, and Workplace teams, ensuring consistent, high-quality service delivery across multiple locations.
• Build and maintain executive-level client relationships, leading governance reviews and identifying opportunities to enhance customer satisfaction, workplace experience, and commercial value.
• Oversee operational performance, compliance, risk management, financial performance, and service assurance, ensuring delivery against KPIs, SLAs, and business objectives.
• Champion innovation, sustainability, wellbeing, and continuous improvement initiatives that enhance service outcomes, operational efficiency, and colleague engagement.

Required Qualifications

• Significant leadership experience within Facilities Management, Workplace Experience, or Integrated Facilities Management environments.
• Proven experience managing multi-site operations or complex workplace portfolios whilst influencing senior stakeholders and executive client teams.
• Strong commercial and financial acumen with experience managing budgets, forecasting, business cases, and service improvement programmes.
• Demonstrable experience leading organisational change, workplace transformation, and continuous improvement initiatives.
• Strong understanding of compliance, governance, risk management, health and safety, workplace experience, and customer engagement strategies.

What's in it for you?

• Opportunity to lead strategic workplace services across a prestigious client portfolio and influence long-term business outcomes.
• Career development within one of the UK's leading facilities management and workplace experience organisations.
• Ability to drive innovation, transformation, sustainability, and customer experience initiatives at scale.
• Work alongside senior client stakeholders and experienced operational leaders in a highly visible leadership role.
• Access to Mitie's comprehensive benefits package, wellbeing support, and professional development opportunities.

Norfolk and Norwich University Hospitals NHS Foundation Trust