Head of Operations - Soft Services

Overview

Lead multi‑service operations, drive P&L, strategy and client relations for cleaning & catering.

Key Responsibilities

• p&l management
• service delivery
• kpi monitoring
• strategic planning
• client relations
• data analytics

Tasks

The Head of Operations will be accountable for the effective management and delivery of a large multi- service complex. You will develop a long-term strategic plan and roadmap for the cleaning and catering services, aligned to the Mitie strategic objectives, using insight from data analytics. The Head of Operations will own the P&L for the services, driving both top line growth and bottom-line performance, making trade off decisions between services lines as required. You will ensure that services are delivered in line with specification and national standards, adhering to contract specific key performance indicators. As the Head of Operations, you will lead by example, creating an engaged workforce across the entire contract by creating an environment of trust and inspiring communications at all levels. You will proactively ensure resourcing needs are considered / planned for the year and managed on a regular basis by their teams in line with the Mitie Addresses changes to this are met through effective business planning on an on-going basis. You will be an advocate of performance management for their contract, ensuring all management and their teams have set objectives aligned to the business plan and linked to the business strategy. In addition to this, you will provide guidance to operation managers and staff while ensuring that the necessary skills and competency levels are in place (developed or acquired), and that a strong service ethos is encouraged and maintained in pursuit of excellence with a ‘right first-time approach’. -Can challenge upwards with various senior stakeholders. -Develops and establishes operational business plans to improve service quality, profitability and staff engagement. -Creates and develops an effective strategic relationship with key customers -Network with other Mitie FM sites and external professional organisations to receive and share best practice. -Represents Mitie and the client always in a professional, courteous and confident manner -Works with the relevant external bodies to manage and maintain all industrial relations -Utilises the internal HR systems, people support services and guidance to promote best practice and enable their people management accountabilities. -Collaboratively works with relevant stakeholders to ensure they achieve all contractual KPI's as agreed via the Trust & Mitie. -Continue to develop working practices to improve efficiency and quality and have systems in place to ensure that these improvements are monitored on a regular basis. -Works collaboratively with all stakeholders within healthcare and in the broader business to deliver an effective profitable and highly performing contract. -Ensure exceptional standards of service delivery across the portfolio, initiating and driving through efficiencies whilst maintaining impeccably high standards. -Acts as an ambassador for bringing to life the Mitie values daily ensuring they & their teams demonstrate the exceptional every day. -Ensures absence management processes are embedded on site to minimise disruption and often provide guidance to their management teams on next steps -Ensures that all colleagues are trained in accordance with clients and companies requirements meeting both hard & soft needs. -Coordinates and liaises with other healthcare professionals to ensure best practice and synergies are -Build, enhance and sustain long lasting client relationships at all levels within the account, positioning Mitie as a trusted partner. -To ensure that the Operational services support the needs of the Trust and the wider business, provide a safe, hygienic and compliant environment for patients, staff and visitors and offer good value for money. -Coaches & develops their teams to be the best they can be at work enabling them to achieve their full -Leads on all employee formal meetings, such as any employee relations topics, restructuring, TUPE or any other -Is accountable for ensuring all colleagues are paid on time and regularly monitors any issues raised by colleagues/payroll to intervene and create a sustainable resolution for their contract. -Participates in, and chairs as necessary formal meetings with clients, and employee representatives -Leads the talent agenda for their site, building a plan for succession and creates opportunities where all colleagues can achieve their career aspirations.

Requirements

• food hygiene
• cafm
• coupa
• successfactors
• microsoft office
• finance

What You Bring

You will be competent in the use of software programs and Apps, such CAFM systems, COUPA, SuccessFactors, and analysing data using Mitie's auditing systems and be confident in producing and delivering presentations with various stakeholders, senior and non. You will demonstrate excellent decision-making skills with the correct application of judgement and a passion for excellence. In addition to this, you will have an intermediate knowledge level of all Microsoft office and be fully competent in the use of PCs and other types of technology. -Capable of understanding and maintaining confidentiality across the site and respecting the needs of all. -Demonstrates forward thinking/planning, with a positive 'can do' attitude and can flex their style to meet the needs of the business -Background in Catering and a Level 4 Food Hygiene Certification. -Works well under pressure to meet the challenging deadlines for both operational and people aspects of their roles. -Effectively plans and manage own workload, however, understands when to ask for support when needed. -Exceptionally strong financial acumen with the ability to manage costs and ensure budgets are met over a two- year period. -Demonstrates excellent written, verbal communication and negotiation skills. -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 strategic thinking whilst can flex their approach to be 'hands-on' dependent on the needs of the contract and service areas.

People Also Searched For

Benefits

-Fosters a positive & enjoyable working atmosphere, making Mitie a great place to

About Mitie

-Headquartered in The Shard in London, delivering large-scale projects across infrastructure, property, energy, and healthcare sectors. -Projects include full facilities management for airports, hospitals, government estates, and prisons (e.g., solar-powered prison solutions). -Offers expertise in security, cleaning, engineering services, energy consultancy, and technical facilities management. -Acquired major businesses such as Interserve FM (2020) and compliance specialist Marlowe (2025) to expand capabilities. -Known for tech-driven approaches like remote monitoring, robotic cleaning, and drone security, pivoting towards 'facilities transformation'. -Focused on high-margin, compliance-led services to drive future growth.

Sector Specialisms