Our values and behaviours

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: 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. 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. 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. 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. 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

Ensure the day-to-day operations are delivered in line with the contractual obligations to the agreed specification to meet the SLA's and KPI's Responsible for the operational systems and equipment Take a lead and support where required with projects utilising project management methodologies Act as key liaison and point of contact with all service providers Take a lead with all innovations and continuous improvement Responsible for all staff training and development, contract assurance and compliance Complete the schedule of auditing requirements on the contract Responsible for ensuring the operational standards are set and monitored Report writing Act as Bronze Lead within the contract Duty Manager resilience Deputise for Security Operations Manager (SOM) when required Oversee all elements of people management such as recruitment, HR and rostering

Main Duties 

Staff Training and Development

Develop and implement training and development strategies to enhance performance Set training programs, objectives, goals and actions plans Conduct ‘Training needs Analysis' for the contract Manage all aspects of contract training and staff development requirements Manage training schedules, arranging the required training with managers, staff and providers. Develop and implement training packages including SOP training, desk top exercises, TBT, presentations, scenario and live exercises Develop an exercise and compliance program to ensure staff are regularly tested and competent to deal with all emergency and risk procedures. Review and arrange step up and cross training aligned with succession plan. Run an annual staff survey to gain feedback from staff on their wellbeing and work culture. Ensure that all managers complete the staff 1-2-1s, Return to Work, and Appraisals in the timeframe set. Identify staff to be recognised and rewarded for delivering exceptional service.

Operational systems and equipment

Subject matter advisor on site systems and equipment Responsible for coordinating with Service Partners and Contractors in addressing and resolving system and equipment faults, failures and issues. System auditing, ensuring full functionality System and equipment supplies, parts, equipment and stock – coordinate with Service Partners in ordering of criteria spares, replacements and stock management Service provider liaison – POC for service providers Develop and deliver training to staff for all system and equipment Conduct regular audits on systems, equipment, compliance, processes, and operational standards. Provide audit reports with actions required and progress updates. Coordinate with Service Partners on company and client projects, main POC for overseeing project scope, delivery, training Parts, equipment and stock – coordinate with Service Partners in ordering of criteria spares, replacements and stock management. Coordinate with Service Partners on all site security systems and equipment ensuring full working order, arranging repairs/replacements

Innovations and Continuous Improvement

Support the SOM on researching and reviewing latest innovations, initiatives and technology which would provide operational efficiencies, improve operational effectiveness and reduce costs

Assurance and Compliance 

Ensure services delivery meets the required standards, KPI's, SLA's Set and maintain standards for the contract operation Use various methods to analyse and improve standards Conduct investigation for operational failures and issues and identify any ‘lessons learnt'. Develop, implement and review policies, plans, procedures Plan and deliver quality improvements Inspect and test products and production processes Measure performance and recommend improvements Make sure policies and procedures meet national and international quality standards Assess the effectiveness of changes to processes or production Conduct regular audits to identify areas for improvement and address any issues identified Conduct monitoring, testing and inspection of system, equipment, procedures to ensure quality standards are met Oversee the recruitment strategy to ensure the right calibre of staff are being recruited Ensure all accidents, incidents and/or occurrences are correctly reported to the relevant parties which include REM Head of Security and Mitie Senior Management. Attend weekly/monthly/annual meetings as and when required.

Support

Duty Manager resilience Support and mentor Duty Managers/Managers Support Security Operations Manager and step up in their absence Support contract KPI's and service delivery

Person Specification

Previous experience of working in a complex and challenging environment with excellent operational knowledge of working to SOP's and managing emergency situations Previous experience of working at an operational level and managing multi stakeholders Previous experience of overseeing and leading a team of managers who manage 100+ staff Be able to work on own initiative and take personal responsibility and ownership for all actions The ability to make considered decisions and to communicate them effectively Be able to demonstrate excellent leadership and teamworking skills along with the ability to monitor your own performance and that of your colleagues Be able to demonstrate analytical thinking and have excellent planning, time management and organisational skills Excellent verbal and written communication skills and good numerical skills and an understanding of statistics Strong IT and presentation skills Demonstrate effective leadership and team building skills The ability to make considered decisions and to communicate them effectively Excellent report writing and investigative skills with attention to detail Proven track record working towards KPI's and SLA's Willing to undertake required and appropriate training qualifications Have or be working towards ISOH certification Hold a valid SIA Licence

Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.

 

At Mitie we know that ‘our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. 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. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right