Field Operations Performance Director, Mitie Fire & Security

Job summary

The Field Operations Performance Director is the senior executive lead for performance transformation, execution assurance and continuous improvement across Field Operations. The role exists to force multiply the effectiveness of the Field Operations leadership structure by converting data and frontline insight into prioritised interventions, disciplined delivery and measurable operational improvement.

This is a horizontal executive role with genuine influence and clear decision rights. It is not a divisional P&L or shadow operational leadership role. Functional Directors retain end-to-end accountability for revenue, gross profit, customers, people, capacity, safety execution, forecast, work bank and delivery commitments. The Field Operations Performance Director assures execution, challenges the credibility of recovery plans, closes cross-functional dependencies and escalates material gaps that lack an owner, action or date.

The immediate priority is to assume leadership of the Field Operations transformation portfolio and maintain momentum through the leadership transition. The role will lead the service recovery agenda across Field and Scheduling, establish a common performance-management rhythm, and ensure process and systems changes translate into sustained operational, customer and financial outcomes.

Job objectives and responsibilities

• Field service transformation: Own and lead the field service transformation agenda, with ruthless focus on productivity, completion, compliance, repeat visits, executable workload, scheduling effectiveness and customer outcomes.
• Insight to improvement: Build on existing operational data, analytics and frontline insight to identify root causes, prioritise the highest-value interventions and establish clear, testable improvement hypotheses.
• Delivery from insight to impact: Translate root-cause analysis into practical initiatives across Field and Scheduling, covering both process and systems change. Mobilise teams to implement, measure and embed sustainable improvements.
• Continuous improvement engine: Establish a repeatable method for baselining, testing, measuring and scaling interventions. Challenge assumptions and rapidly iterate where an initiative is not delivering the expected result.
• Transformation portfolio leadership: Assume immediate leadership of the existing transformation activity, team and initiative pipeline. Protect delivery momentum, clarify priorities and establish a coherent, benefits-led transformation roadmap.
• Cross-functional execution: Operate across Field, Scheduling, Central Operations, Systems, Finance, Commercial, Technical Excellence and other enabling functions to remove barriers, close dependencies and drive accountability at pace.
• Executive performance management: Establish and lead weekly Field and Scheduling performance reviews and prepare concise, insight-led updates for IOC reviews, showing progress, root causes, actions, risks, value at stake and help required.
• Performance operating system: Create one trusted view of performance, with clear definitions, baselines, trajectories, owners and intervention triggers. Ensure no material red risk is unowned and no material gap is accepted without a credible plan.
• Benefits and value assurance: Ensure every material transformation initiative has an explicit baseline, expected outcome, accountable owner, delivery milestones and evidence of realised operational, customer or financial benefit.
• Integration and future operating model: Apply the same performance discipline to integration activity and future operating model change, ensuring transformation, systems evolution and operational delivery remain aligned.
• Leadership and culture: Create constructive challenge without weakening Functional Director accountability. Model pace, transparency, evidence-based decision-making, inclusion and relentless follow-through.
• Health, safety and wellbeing: Ensure transformation activity does not trade away statutory compliance, safe systems of work, life safety or customer confidence. Lead health and safety within directly managed teams.