Service Support Manager

Role: Nationwide Service support Manager - Rail Employer: Mitie Contract: Facilities Management Services - Rail Maintenance Depots Role Purpose The Nationwide Contract Manager will be responsible for the operational delivery, compliance, and performance management of Facilities Management services across multiple rail maintenance depots. The role requires strong knowledge of working within safety-critical rail environments and the ability to manage services in accordance with rail industry standards, engineering operations, and strict safety protocols. Key Responsibilities Contract Management

• Deliver Facilities Management services across multiple rail maintenance depots in accordance with contractual KPIs and SLAs.
• Manage operational performance, service delivery standards, and compliance across allocated sites.
• Act as the key liaison between Mitie operational teams and the rail client's engineering and depot management teams.
• Monitor service delivery against contractual obligations and identify opportunities for operational improvements.
Rail Safety & Compliance
• Ensure all services operate in accordance with rail safety requirements and depot safety procedures.
• Support the implementation and monitoring of RAMS relevant to rail depot environments.
• Ensure teams are compliant with depot safety rules, isolation procedures, and engineering working environments.
• Work closely with site management to ensure compliance with safety documentation and permit systems.
Operational Leadership
• Lead and manage site-based teams including supervisors and cleaning operatives working within operational rail facilities.
• Conduct regular depot visits, audits, and performance reviews.
• Oversee workforce planning to ensure adequate coverage across a national depot portfolio.
Stakeholder Management
• Build strong working relationships with depot management teams, engineering staff, and operational leadership.
• Represent Mitie in operational meetings, safety briefings, and contract performance reviews.
Performance & Reporting
• Track contract KPIs and operational performance metrics.
• Provide performance reports and operational updates to senior management.
• Manage supplier performance where subcontracted services are involved.
Essential Experience
• Rail depot experience
• Demonstrable experience managing Facilities Management or operational service delivery within rail or transport environments.
• Experience managing multi-site national contracts
• Operational experience in safety-critical environment
• Proven ability to work within strict safety compliance frameworks.
• Experience working within rail maintenance depots, rolling stock facilities, or engineering environments.
• Understanding of rail depot safety processes and operational working environments.
• Familiarity with permit-to-work systems within rail engineering facilities.
• Experience supporting operational teams working around heavy machinery.
Qualifications / Training Essential
• Demonstrable experience in contract or operations management.
• Personal Track Safety (PTS) awareness or willingness to obtain.
• LTSA (Line Track Safety Awareness) training or equivalent rail safety training.
• Experience working within rail depot safety environments.
• Understanding of engineering depot operational procedures.
Additional Competencies
• Strong leadership and people management skills.
• Ability to operate within high-compliance safety environments.
• Strong stakeholder management skills when dealing with engineering teams and operational leadership.
• Experience managing operational contracts with strict KPIs and service standards
  
  Rail depot experience
• Demonstrable experience managing Facilities Management or operational service delivery within rail or transport environments.
• Experience managing multi-site national contracts
• Operational experience in safety-critical environment
• Proven ability to work within strict safety compliance frameworks.
• Experience working within rail maintenance depots, rolling stock facilities, or engineering environments.
• Understanding of rail depot safety processes and operational working environments.
• Familiarity with permit-to-work systems within rail engineering facilities.
• Experience supporting operational teams working around heavy machinery., Demonstrable experience in contract or operations management.
• Personal Track Safety (PTS) awareness or willingness to obtain.
• LTSA (Line Track Safety Awareness) training or equivalent rail safety training.
• Experience working within rail depot safety environments.
• Understanding of engineering depot operational procedures.
Additional Competencies
• Strong leadership and people management skills.
• Ability to operate within high-compliance safety environments.
• Strong stakeholder management skills when dealing with engineering teams and operational leadership.
• Experience managing operational contracts with strict KPIs and service standards