Service Support Manager

Mitie Group plc.; Leeds; On-site; GBP 32,000 - 45,000; Full time

Job summary

Mitie Group plc. in Leeds is seeking a Service Support Manager to oversee cleaning operations across 60 retail sites.

You will manage day-to-day service delivery, ensure compliance with health, safety, and quality standards, and build strong relationships with contract clients and on-site teams. The role requires excellent communication, organisational and time-management skills, IT literacy (MS Office), and a full UK driving licence (company car provided).

Qualifications

• Auditing and inspecting site operations.
• Strong client relationship management.
• Health & Safety awareness and compliance.
• Contract performance monitoring against SLAs.

Responsibilities

• Build strong relationships with contract clients and conduct audit inspections.
• Monitor performance against SLAs and cleaning specifications.
• Manage daily employee wages and ensure Health & Safety compliance.
• Follow statutory Fire and Safety regulations to mitigate risks.
• Ensure service delivery across multiple contracts aligns with company policies and procedures (HR, QHSE, RTW, Vetting, Compliance).
• Previous management experience in soft services/cleaning within facilities management.
• Excellent customer service and communication skills.
• Strong organisational and time management abilities.
• IT literacy, especially in Microsoft Office.
• Full UK clean driving licence (company car provided).
• IOSH Health & Safety qualification desirable.

Skills

Customer service

Communication

Organisational skills

Time management

Driving licence

Education

IOSH Health & Safety qualification (desirable)

Tools

Microsoft Office

Job description

Role Responsibilities

• Build strong relationships with contract clients and conduct audit inspections.
• Monitor performance against SLAs and cleaning specifications.
• Manage daily employee wages and ensure Health & Safety compliance.
• Follow statutory Fire and Safety regulations to mitigate risks.
• Ensure service delivery across multiple contracts aligns with company policies and procedures (HR, QHSE, RTW, Vetting, Compliance).
• Previous management experience in soft services/cleaning within facilities management.
• Excellent customer service and communication skills.
• Strong organisational and time management abilities.
• IT literacy, especially in Microsoft Office.
• Full UK clean driving licence (company car provided).
• IOSH Health & Safety qualification desirable.

About Us

Mitie is a leading facilities management company, committed to providing innovative and sustainable solutions across a variety of sectors. We are passionate about delivering high-quality services that exceed our customers' expectations. As we continue to grow, we are looking for a dedicated and proactive Service Support Manager to join our Cleaning team within the commercial sector.

Role Overview

As a Service Support Manager at Mitie, you will be responsible for overseeing and managing cleaning operations across 60 retail sites. Your role will be pivotal in ensuring the smooth running of day-to-day operations, maintaining high standards of cleanliness, and delivering exceptional service to our clients. You will work closely with on-site teams, contractors, and key stakeholders to ensure we meet and exceed client expectations. You will have the opportunity to work flexibly as you plan your working days.

At Mitie we bring out the best in places. Unlocking their potential so that everyone looks forward to using them and can do their best work in them. From offices and shopping centres to hospitals and airports, we create better places for the communities we serve to thrive.