Service Operations Lead

Our values and behaviours

Delivering the exceptional, every day

• Our purpose: our expertise, care, technology, and insight create amazing work environments, helping our customers be exceptional every day.



• Our promise to our people: a place to work where you can thrive and be your best every day.



• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.



• Our culture - our core values and how we behave:


o We are one Mitie: we work as one to deliver a seamless, unrivalled Service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.

o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.

o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

o Our customers' business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Job objectives and responsibilities

As the Service Operations Lead, you will be responsible for the departmental operations of the Service Delivery team. Looking after a team of skilled and developing engineers and technicians to deliver a Service that proactively identifies anomalies in plant performance, environmental management and energy consumption providing permanent remediation, and reviews the technical operation of a buildings monitoring solution to identify opportunities for optimisation and improvement. The team works closely with departments across the business, ensuring processes are comprehensive accurate and adhered to across these interactions, developing key relationships and identifying key stakeholders, continuous improvement management and the management of overall delivery performance against key KPI's and agreed OGSP's are all key responsibilities within this role.

Working closely with our internal teams and partners alike you will support the delivery of our technologically enhanced service offerings to deliver world class remote management of monitoring solutions in a building environment across a wide range of sectors in the FM industry. Building out a leading remote management service that offers the best in connected technology solutions.

You will deliver support to end users, ensuring our clients can carry out everyday duties without worrying about their buildings. This includes receiving, prioritising, documenting, and actively resolving end-user requests. Problem solving and technical investigations using suitable engineering software's. Technical assistance to varied engineering and managerial disciplines including but not limited to: Controls, HVAC, Electrical, Fire and Security Engineers, Facilities Managers, IT Specialists and Energy Managers.

The role is primarily office based with the flexibility to work from home when required. The role commands a 40hr working week between the hours of 8am and 6pm Monday to Friday. On call duties are available but not mandatory for this role.

Your responsibilities are as follows:


• Ensuring the right products and Services are always available and identifying new opportunities or technologies that will help the Service move forward


• Ensuring company policies, processes and working practices are adhered to


• Documenting and maintaining or updating existing processes


• Reporting on process changes and managing improvement through known methodologies


• Shaping and managing team projects


• Monitoring of overall performance and productivity against key indicators and implementing strategies for increasing efficiency


• Monitoring resources and ensuring the companies objectives are met


• Supporting all functions inherent to the business to deliver success


• Team management and satisfaction


• Building interdepartmental relationships and improving working practices


• Managing pipeline works from varying sources


• Development of training programs and creation of development plans for team members


Other duties

• Manage the Service team and deliverable Services


• Supporting KPI targets and adhering to other measures of success in partnership with operational teams


• Work with end users on their requirements


• Support the design and implementation of management strategies, and new technologies


• Develop monitoring solutions targeted to support the development of our services and realisation of our roadmap


• Pro-actively alert end users to issues identified that could affect environmental performance and/or energy consumption.


• Work with the Solutions, Energy and Analytics Services to produce internal and external monitoring reports.


• Work in conjunction with the products team on development on new products and services and improvement of existing ones


• Evaluate documented issues and analyse trends for ways to prevent future problems.


• Manage the delivery of projects within the Service Delivery Team


• Consulting role to the field delivery engineering team, solutions directors and products development team


• Reporting into senior leadership providing governance documenting all active workstreams and team/department performance


Person Specification

This role is subject to security clearance

Required Skills and Experience

· Good/Excellent computer literacy including the use of MS products to a good standard

· Good Customer Service Skills

· Good Time Keeping

· Strong communication skills both written and verbal

· Effective problem-solving skills

· Team player with a desire to help others.

· Able to work on own initiative as well as in a team

· Willingness to learn new systems and technologies

· Can work to challenging deadlines

· Demonstratable management experience in an operational or similar role >2yrs

Distinct Advantage if you are experienced in any of the following:

· Experience in one or more of the following BMS Systems:-

a. Cylon

b. Schneider (Struxureware/Continuum/Sigma)

c. Siemens (Desigo Insight/CC, BAS etc)

d. Trend (963, IQVision)

e. Tridium (AX & N4)

f. RDM

g. Distech

· HVAC Application knowledge

· Controls Application knowledge

· IOT Monitoring Solutions in a building space

· Sector specific energy management protocols

Working knowledge of one or all of the following knowledge area's would be advantageous:

· BMS /BEMS Programming

· Controls Engineering

· Technical Analytics

· Product development

· Energy management through building management

· IOT Solutions to support the performance of a building, environment and utilities

· Bureau management or Technical Service Desk Management

Health and Safety responsibilities

· Follow Group and company policies and procedures at all times;

· Report any apparent deficiencies in systems of work or equipment provided that may result in failure of Service delivery or risk to health and safety or the environment;

· Use all work equipment and personal PPE properly and in accordance with training received;

· Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

Information Security

· Ensure compliance with Mitie's information security procedures in all activities;

· Proactively identify and report security risks to your manager;

· Report actual and suspected security incidents

· Good/Excellent computer literacy including the use of MS products to a good standard

· Good Customer Service Skills

· Good Time Keeping

· Strong communication skills both written and verbal

· Effective problem-solving skills

· Team player with a desire to help others.

· Able to work on own initiative as well as in a team

· Willingness to learn new systems and technologies

· Can work to challenging deadlines

· Demonstratable management experience in an operational or similar role >2yrs

Distinct Advantage if you are experienced in any of the following:

· Experience in one or more of the following BMS Systems:-

a. Cylon

b. Schneider (Struxureware/Continuum/Sigma)

c. Siemens (Desigo Insight/CC, BAS etc)

d. Trend (963, IQVision)

e. Tridium (AX & N4)

f. RDM

g. Distech

· HVAC Application knowledge

· Controls Application knowledge

· IOT Monitoring Solutions in a building space

· Sector specific energy management protocols

Working knowledge of one or all of the following knowledge area's would be advantageous:

· BMS /BEMS Programming

· Controls Engineering

· Technical Analytics

· Product development

· Energy management through building management

· IOT Solutions to support the performance of a building, environment and utilities

· Bureau management or Technical Service Desk Management


• Our purpose: our expertise, care, technology, and insight create amazing work environments, helping our customers be exceptional every day.



• Our promise to our people: a place to work where you can thrive and be your best every day.



• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.



• Our culture - our core values and how we behave:


o We are one Mitie: we work as one to deliver a seamless, unrivalled Service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.

o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.

o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

o Our customers' business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.