Colleague Services Manager

Overview

In this role you will oversee Workplace Services delivery for Mitie’s client, driving operational excellence, safety and an outstanding workplace experience. You will lead Colleague Services teams, coordinate with clients and partners, and ensure services meet agreed KPIs and SLAs. You’ll shape the Workplace Experience vision and continuously improve service delivery. This is an opportunity to influence customer journeys and business continuity across a complex site, within a supportive, performance-driven culture.

Pay / Benefits

• competitive salary
• health and wellbeing benefits
• financial security benefits
• career development opportunities
• inclusive environment

Responsibilities

• Lead and develop Colleague Services Coordinators and workplace teams to foster a high-performing, client-focused culture
• Plan, oversee and manage Facilities Management and Workplace Services activities ensuring operational excellence across the portfolio
• Build and maintain relationships with clients, stakeholders, landlords and service partners as a trusted advisor
• Drive performance against KPIs, SLAs and contractual commitments ensuring safe, efficient, high-quality service
• Manage supplier and contractor performance, ensure compliance, seek continuous improvement and Innovation
• Lead site incident management, emergency response procedures, Disaster Recovery (DR) and Business Continuity Planning (BCP) activities

Key requirements

• Proven experience as Colleague Services Manager or similar Facilities Management leadership role
• Strong knowledge of hard and soft services with experience on a complex operational site
• Demonstrated ability to lead, motivate and develop high-performing teams
• Passion for delivering outstanding customer service and workplace experiences
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Desirable: IOSH or NEBOSH Health & Safety qualification
• Desirable: experience managing supplier/contractor performance within corporate FM
• Desirable: knowledge of workplace experience and customer journey programmes

• Leadership and team development
• Customer-focused mindset
• Collaboration and stakeholder management
• Strong communication and relationship-building
• Problem-solving and continuous improvement-oriented
• Microsoft Office (Outlook, Word, Excel, PowerPoint)

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