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Job Overview

• Ensures the contract requirements and key performance indicators for services are met always and that the operations team strives and exceeds expectations through first class management delivery.
• Plays a critical role in various contract decision making through the detailed production of client and internal reporting and various information production
• Measures and establishes appropriate targets and objectives, and analyses, appraises and interprets performance for the contract in line with set criteria agreed by the Cleaning Manager.
• Ensures that services are effective and efficient, value for money and in accordance with contract requirements.
• Proactively works independently or collectively to develop the team on achieving their KPI's and continually updates/improves the requirements needed to maintain a high level overall.
• Works closely with various client facing roles and other stakeholders to execute their role effectively. Creates a network of stakeholders and collaborates on a regular basis to achieve their goals.
• Organises, divides, and delegates/distributes workload into manageable activities, dependant on expertise/area of focus whilst tracking completion levels to usefully achieve the desired milestones.
• Sets objectives and goals for the team and what the next steps/ priorities are to meet those goals.
• Motivates and communicates, creating a team from a group of people, through decisions on pay, placement, promotion, and through communications with the team on various initiatives and focus areas.
• This position will be contracted to work into the evening and at shift pattern of 7am-7pm Monday to Friday.

Main Duties

• Takes overall responsibility for all staffing related activities, ensuring the effective deployment of staff within budgetary constraints to provide the contracted service to the Trust.
• Reviews relevant reports relating to the services response times and ensures that ongoing service improvements are recommended as a result of changing Trust activity. Works with all parties that deliver the service to identify and rectify trends and shortfalls in service delivery
• Manages and controls contractors in an efficient and cost-effective manner whilst ensuring that they are compliant and delivering a cost-effective service as set out in the Commercial Agreements.
• Manages small works and intermediate projects as set out by the Account Director.
• Ensures the provision and delivery of services meet/exceed the standards defined in the Service Level Agreement and is aligned with the client's Property strategies;
• Understands the operational requirements of the Service Level Agreement and ensures that all colleagues and sub-contractors are fully aware of the deliverables and their duties;
• Manages the contract in accordance with the Service Level Agreement and ensure that two-way communications are in place and effective with the Site Customer, NHS Team and Sub-contractors;
• Effectively promotes a compliant waste culture and environment through good practice
• Is responsible for managing the Waste Service delivery and developing a positive working relationship with Mitie Waste Stakeholders
• Establishes and manages the operational budgets for all services delivered and managed by Mitie.
• Manages the financial requirements and monitor performance against the set budget.
• Responds to complaints and other service issues timely and professional manner as well as identifying a measure to avoid replication.
• Is responsible for managing, coaching and guiding all direct reports (Managers) on site on a regular basis, ensuring their departments are fully compliant and meet the required service level agreements.
• Responsible for ensuring there are adequate staffing levels across the department in-line with contract specification and demand
• Plans, allocates and evaluates work carried out by individuals, teams and self & provides and organises information for action
• Communicates relentlessly in an engaging way, ensuring inspiring and motivating messages are conveyed across all teams with the client group, local management and colleagues to create a robust awareness for all relevant stakeholders with the ability to effectively deliver the required performance.
• Ensures that all managers & colleagues are trained in accordance with clients and companies requirements meeting both hard & soft needs. Ensures that Management are equipped to fulfil their duties.
• Effectively resources the team in line with business requirements and takes a proactive approach through business forecasting.
• Ensuring that the contractual elements relating to the services are understood by all the team and that SLAs are achieved
• Creates a culture of performance management by ensuring their teams have all mireviews completed with clear next steps whilst improving levels of productivity.
• Proactively identifies talented managers & colleagues across the site to ensuring they are supported with their career aspirations whilst building a pipeline of successors for the site and Healthcare.
• Ensures that engagement action plans are brought to & kept alive across the entire team, creating a positive environment that contributes to making Mitie a great place to work.
• Utilises the internal HR systems, people support services and guidance to promote best practice and enable their people management accountabilities.
• Ensures that all payroll and absence management process are effectively controlled to minimise disruptions and impacting on engagement levels.
• Coaches & develops their teams to be the best they can be at work enabling them to achieve their full potential.
• Brings to life the Mitie values daily ensuring they & their teams demonstrate the exceptional everyday.
• Leads on all employee formal meetings, such as any employee relations topics, restructuring, TUPE or any other consultations.
• Competent in the use of all Mitie's software programs and Apps, such CARPS, Workplace Plus, Equip, Archibus, TopCat, MiCat, Procius, Retinue, eAcru & MiRec and analysing data using Mitie's auditing systems.
• Can effectively compile contractual client reports providing a detailed overview of the service monthly activity in line with the contract key performance indicators
• Has a strong standard of both literacy and numeracy skills
• Strong interpersonal skills with the ability to influence effectively at all levels. The role will require maturity of thought, confidence and credibility to challenge and influence individual thinking whilst maintaining good working relationships with the senior management team
• Has developed excellent written, verbal communication and negotiation skills to support them in their role.
• Fully capable of understanding and maintaining the confidentiality across the site and respecting the needs of all stakeholders.
• Works well under pressure to meet the challenging deadlines for both operational and people aspects of their roles.
• Can effectively plan and manage own workloads, however understands when to ask for support when needed.
• A team player with the ability to lead by example through operational excellence, strong interpersonal skills and the ability to interact at all levels.
• Demonstrates forward thinking/planning, with a positive 'can do' attitude and can flex their style to meet the needs of the business
• Strong financial acumen with the ability to manage costs and ensure budgets are met
• Represents Mitie and the client always in a professional, courteous and confident manner
• Ensure that compliance with all mandatory, competency training and online learning hub for all direct reports

Person Specification

• Has a strong standard of both literacy and numeracy skills
• They possess an intermediate knowledge level of all Microsoft office packages. Fully competent in the use of PCs and other types of technology
• Expert in the provision of soft services with experience in a similar industry with presence in the healthcare sector.
• Has developed excellent written, verbal communication and negotiation skills to support them in their role.
• Competent in the use of all Mitie's software programs and Apps, such CARPS, Equip, Archibus, TopCat, MiCat & MiRec and analysing data using Mitie's auditing systems.
• Fully capable of understanding and maintaining the confidentiality across the site and respecting the needs of all stakeholders.
• Understands the organisations goals & objectives and can bring these to life in theirs/their teams daily activities
• Works well under pressure to meet the challenging deadlines for both operational and people aspects of their roles.
• Demonstrates forward thinking/planning, with a positive 'can do' attitude and can flex their style to meet the needs of the business.
• Can effectively plan and manage own workloads, however understands when to ask for support when needed.
• A strong manager with proven ability to lead, motivate, inspire and support a diverse team. The ability to be calm and composed under pressure, Good decision-making skills
• Strong financial acumen with the ability to manage costs and ensure budgets are met
• Represents Mitie and the client always in a professional, courteous and confident manner
• A team player with the ability to lead by example through operational excellence, strong interpersonal skills and the ability to interact at all levels.

Health and Safety Responsibilties

• Follow Group and company policies and procedures always;
• 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;