Services and Governance Manager

Mitie; Mount Pleasant; On-site; GBP 55,000 - 65,000; Full time

Job summary

A technical services company is looking for a Services and Governance Manager to lead and oversee governance across the contract. Responsibilities include managing service delivery, ensuring compliance, and training teams. The ideal candidate holds a degree in Facilities Management or equivalent, with proven experience in senior operational roles, excellent organizational skills, and strong leadership abilities. This full-time, on-site position in England offers a salary of £65,000 per annum plus benefits including annual leave and a pension scheme.

Benefits

25 days annual leave

Company pension scheme

Life assurance

Training and development opportunities

Flexible working arrangements

Qualifications

• Proven experience in a senior operational or governance role within Facilities Management.
• Experience managing multi-disciplinary teams.
• Strong background in service coordination and helpdesk operations.

Responsibilities

• Lead and manage the Service Engineering Desk.
• Oversee service delivery processes from scheduling to customer reporting.
• Drive continuous improvement in service delivery processes.

Skills

Excellent organisational skills

Leadership skills

Strong understanding of CAFM systems

Commercial acumen

Strong communication skills

Proactive mindset

Education

Degree in Facilities Management, Engineering, or Business Administration

Leadership or management qualification

Tools

Maximo

Concept

Job description

Job Description

Services and Governance Manager

Department: Mitie Technical Services

Location: TfL Contract - The Shard, London Bridge (UTFN) with travel to sites

Reports To: Account Director

Grade/Band: [Insert Band if applicable]

Contract Type: Permanent

Working Hours: Full-Time (Monday to Friday)

Salary: £65,000 per annum + travel expenses

Date Prepared: 04/11/2025

Role Purpose

To lead the Service Engineering Desk and oversee governance across the contract, ensuring seamless coordination of engineering support services, administrative operations, and commercial governance. This senior leadership role is pivotal in driving service excellence, ensuring compliance, and optimising support to engineering and facilities management teams across the account. The role requires a proactive and collaborative stance, fostering strong stakeholder relationships and ensuring ownership and resolution of customer complaints.

Key Accountabilities

• Lead and manage the Service Engineering Desk, including the Contract Services Facilitator teams supporting the engineering service delivery teams at all levels.
• Oversee the full lifecycle of service delivery processes ('cradle to grave') including scheduling of PPMs and reactive tasks, raising and receipting POs, supplier and engineering documentation management, use of CAFM systems (e.g., Maximo, client platforms), and customer updates and reporting.
• Ensure robust governance of additional works and project quotes, including approvals and due diligence.
• Support the Commercial Manager and Operations and Assurance Manager in managing quotes, client applications, and financial validation of works.
• Drive continuous improvement in service delivery processes, reducing duplication and enhancing efficiency.
• Manage and resolve customer complaints, ensuring root cause analysis, service recovery, and ownership of the complaints process.
• Support the Operations and Assurance Manager and Data Analyst in maintaining accurate asset and compliance data across systems.
• Identify and mitigate risks related to scope creep, data discrepancies, and contract misalignment from the CAFM system.
• Lead training and development initiatives for the Service Desk Team, ensuring high performance and cross-functional capability.
• Provide regular reporting to the Account Director on governance, compliance, and operational risks.
• Support out-of-hours escalation processes as required.
• Maintain a visible leadership presence across sites and teams, embodying company values and driving performance against SLAs and KPIs.
• Foster a proactive and collaborative working environment, ensuring effective stakeholder management within the sphere of responsibilities.

Person Specification

• Qualifications
  • Degree or equivalent experience in Facilities Management, Engineering, or Business Administration.
  • CAFM system training (e.g., Maximo & Concept) desirable.
  • Leadership or management qualification (e.g., ILM, CMI) preferred.
• Experience
  • Proven experience in a senior operational or governance role within Facilities Management.
  • Strong background in service coordination, helpdesk operations, and commercial governance.
  • Experience managing multi-disciplinary teams and working with engineering and compliance functions.
• Skills & Competencies
  • Excellent organisational and leadership skills.
  • Strong understanding of CAFM systems and service delivery workflows.
  • Commercial acumen and understanding of contract governance.
  • High attention to detail and ability to manage complex processes.
  • Strong communication and stakeholder engagement skills.Proactive, solutions-focused mindset.

Salary Band

£55,000 - £65,000 per annum (dependent on experience and qualifications)

Benefits

• 25 days annual leave plus bank holidays
• Company pension scheme
• Life assurance
• Training and development opportunities
• Flexible working arrangements available (to be negotiated)

Probation Period

This role is subject to a 3-month probation period, with regular performance reviews and development check-ins.