Service Support Manager

Mitie Cleaning & Hygiene Services; South Yorkshire; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Company car

Career progression opportunities

Flexible working days

Job summary

Mitie is seeking a Service Support Manager to oversee cleaning operations across approximately 60 retail sites in Yorkshire. You will drive service quality, manage on-site teams and contractors, and ensure compliance with cleaning specifications and safety standards.

You will work with on-site teams and stakeholders to meet client expectations, plan working days flexibly, and uphold Mitie’s standards across multiple contracts, delivering excellent service and value.

Qualifications

• Experience leading cleaning/soft-services teams.
• Strong customer service and communication skills.
• Ability to plan, monitor SLAs and compliance.

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.

Skills

Management experience

Soft services/cleaning

Facilities management

Customer service

Communication skills

Job description

Better places, thriving communities.

Job Advert: Service Support Manager – Cleaning

Location: Yorkshire (with responsibility of around 50-60 sites)

Benefits: Company car, excellent career progression opportunities, and more!

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.

We’re looking for a Service Support Manager who will deliver excellent service standards, while meeting SLA agreements and adhering to cleaning specifications and compliance procedures.

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).

What We’re Looking For

• 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.

What We Offer You

• Access to a virtual GP for you and your household.
• Financial wellbeing support via Salary Finance, including early pay access and competitive loans.
• Flexible lifestyle benefits through our Choices platform, including extra holidays, insurance, dental care, and tech products.
• We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform.
• We also 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 Shivam Sharma 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.

Looking to move roles but not leaving the Mitie family? Why not share your experience with others about life at Mitie?