Responsibilities
- Responsible for the operational performance of the allocated business in relation to overall targets set.
- Control of the contract base, encompassing the management of financial performance and service delivery across contracts.
- Maintain control and utilisation of labour and other resources through effective team management.
- Ensure there is a Customer Relationship Map in place, identifying key stakeholders to support effective working relationships, enhance service delivery, and mitigate risk and threat across the contracts.
- Monitor service delivery levels, influencing, directing, and working with Operations Managers to ensure the required standards of service are achieved and contracts are retained.
- Review Portfolio KPIs with Operations Managers, identifying areas of opportunity and/or risk, and working with Operations Managers to develop action plans to address any areas of underperformance.
- Ensure contracts are mobilised, demobilised, and remobilised within agreed timeframes and to the highest standards.
- Maintain continual professional development by attending relevant networking events with organisations such as the Security Institute and undertaking relevant apprenticeships/training.
- Review all critical operational incidents to identify any areas for improvement and lessons learned to help improve and develop staff and processes.
- Ensure that all staff comply with statutory, legislative, and company requirements.
- Conduct post-deployment reviews to identify areas for improvement.
- Take commercial responsibility across the contracts.
- Oversee cost control related to all client contracts, ensuring that resources are utilised efficiently and invoice queries are resolved quickly.
- Be the custodian of the costing models, ensuring that Finance has access to the latest version.
- Ensure that all WCNI and debt is kept to a minimum and support the finance teams in the generation of billing and collection of monies due.
- Look for opportunities for continuous improvement and deliver options that are mutually beneficial to clients and the company.
- Continually review client needs to identify additional opportunities for business.
- Be aware of business developments and opportunities within the regions, as well as the wider commercial environment, including competitor activity.
- Ensure that company policies and procedures in relation to the account and the workforce deployed to the account are followed at all times.
Qualifications
- Must have a front line SIA licence.
- Previous experience working in a fast‑paced operational environment.
- Previous experience managing multiple stakeholders.
- Previous experience overseeing and leading operational teams.
- Able to work on own initiative and take personal responsibility and ownership for all actions.
- Able to demonstrate excellent people management experience, including 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 and proceed with a prioritised action plan that achieves the required results.
- Excellent report writing, investigative, and analytical skills, with attention to detail.
- Excellent organisational and time management skills.
- Proven track record of working towards KPIs and SLAs.
Benefits
Our market‑leading offering provides you with benefits that suit your lifestyle. We offer a virtual GP, financial wellbeing assistance through our Salary Finance scheme, flexible lifestyle benefits platform Choices, up to five extra holiday days per year, critical illness insurance, dental treatment options, technology products at an affordable cost, high street discounts through the MiDeals platform, a cycle‑to‑work scheme, life cover up to four times your salary, enhanced pension contributions, a save‑as‑you‑earn scheme, and Mitie Matching Share Plan. We award employees with Mitie Stars, with cash prizes and prizes up to £10,000.
Equal Opportunities
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.
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