Colleague Services Manager

ROLE: Colleague Services Manager
HOURS: Full Time, 40 hours per Week
LOCATION: Leeds

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for an experienced Colleague Services Manager to oversee the planning and execution of Workplace Services in accordance with the Commercial Agreement and Service Level Agreement established between Mitie and our client.

The primary objective of this role is to oversee the planning and execution of Workplace Services, in accordance with the Commercial Agreement and Service Level Agreement established between Mitie and our client.

Key responsibilities include delivering Facilities Management services through the Workplace Experience vision and strategic plan, ensuring that all service operations are carried out effectively and with a collaborative approach across all designated service lines. This position aims to foster an environment where users consistently receive excellent customer service first time, every time.

Key Responsibilities

• Lead, coach and develop Colleague Services Coordinators and workplace teams, creating a high-performing and customer-focused culture.
• Plan, oversee and manage all Facilities Management and Workplace Services activities, ensuring operational excellence across the portfolio.
• Build and maintain strong relationships with clients, stakeholders, customers, landlords and service partners, acting as a trusted advisor and key point of contact.
• Drive performance against agreed KPIs, SLAs and contractual commitments, ensuring all services are delivered safely, efficiently and to a high standard.
• Manage supplier and contractor performance, compliance and service delivery whilst identifying opportunities for continuous improvement and innovation.
• Lead site incident management, emergency response procedures, Disaster Recovery (DR) and Business Continuity Planning (BCP) activities.

Required Skills & Experience

• Proven experience as a Colleague Services Manager or within a similar Facilities Management leadership role.
• Strong knowledge of both hard and soft services and experience managing a complex operational site.
• Demonstrable experience leading, motivating and developing high-performing teams.
• Passion for delivering outstanding customer service and workplace experiences
• Proficient in Microsoft Office applications including Outlook, Word, Excel and PowerPoint.

Desirable

• IOSH or NEBOSH Health & Safety qualification.
• Experience managing supplier and contractor performance within a corporate Facilities Management environment.
• Knowledge of workplace experience and customer journey programmes.

What We Offer

At Mitie, our market-leading offering provides you with benefits that suit your lifestyle.

As well as a competitive salary, you'll have access to a wide range of benefits designed to support your health, wellbeing, financial security and career development. We are committed to creating an inclusive environment where colleagues can thrive, develop and reach their full potential.