Colleague Services Manager

ROLE: Senior Colleague Services ManagerHOURS: 40hrs per week | Mon - FriLOCATION: Norwich

At Mitie, our people are our greatest strength, and our promise is to create a place where you can thrive and be your best every day. We're looking for a strategic and customer-focused Senior Colleague Services Manager to lead the delivery of exceptional workplace and facilities services across a portfolio of client locations. This is a high-profile leadership opportunity where you'll drive workplace experience, operational excellence, innovation, and continuous improvement while building trusted relationships with senior client stakeholders.

Role Responsibilities

-Lead the development and delivery of workplace strategies that align with client objectives, contractual commitments, and long-term transformation plans.

-Provide leadership and direction to Colleague Services Managers, Coordinators, and Workplace teams, ensuring consistent, high-quality service delivery across multiple locations.

-Build and maintain executive-level client relationships, leading governance reviews and identifying opportunities to enhance customer satisfaction, workplace experience, and commercial value.

-Oversee operational performance, compliance, risk management, financial performance, and service assurance, ensuring delivery against KPIs, SLAs, and business objectives.

-Champion innovation, sustainability, wellbeing, and continuous improvement initiatives that enhance service outcomes, operational efficiency, and colleague engagement.

Significant leadership experience within Facilities Management, Workplace Experience, or Integrated Facilities Management environments.

-Proven experience managing multi-site operations or complex workplace portfolios whilst influencing senior stakeholders and executive client teams.

-Strong commercial and financial acumen with experience managing budgets, forecasting, business cases, and service improvement programmes.

-Demonstrable experience leading organisational change, workplace transformation, and continuous improvement initiatives.

-Strong understanding of compliance, governance, risk management, health and safety, workplace experience, and customer engagement strategies.

What's in it for you?

-Opportunity to lead strategic workplace services across a prestigious client portfolio and influence long-term business outcomes.

-Career development within one of the UK's leading facilities management and workplace experience organisations.

-Ability to drive innovation, transformation, sustainability, and customer experience initiatives at scale.

-Work alongside senior client stakeholders and experienced operational leaders in a highly visible leadership role.

Access to Mitie's comprehensive benefits package, wellbeing support, and professional development opportunities.