Governance and Services Manager

CompanyMitie

LocationLondon, England, United Kingdom

Posted At1/9/2026

UK Visa Sponsorship Analytics

Occupation Type

Business, research and administrative professionals not elsewhere classified.

Occupation Code Skill LevelHigher Skilled

Sponsorship Salary Threshold

£56,600 (£29.03 per hour)

Occupation rate applies

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Description

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Job Position: Governance & Services Manager

Location: The Shard, London Bridge (UTFN) with travel to sites

Department: Mitie Technical Services

Role Purpose

To lead the Service Engineering Desk and oversee Governance across the contract, ensuring seamless coordination of engineering support services, administrative operations, and commercial governance.

This senior leadership role is pivotal in driving service excellence, ensuring compliance, and optimising support to engineering and facilities management teams across the account. The role requires a proactive and collaborative stance, fostering strong stakeholder relationships and ensuring ownership and resolution of customer complaints.

Key Accountabilities

Lead and manage the Service Engineering Desk, including the Contract Services Facilitiator teams supporting the engineering service delivery teams at all levels.
Oversee the full lifecycle of service delivery processes including raising and receipting POs, supplier and engineering documentation management, use of CAFM systems (e.g., Maximo, client platforms), and customer updates and reporting.

Ensure Governance of additional works and project quotes, including approvals and due diligence.

Drive continuous improvement in service delivery processes, reducing duplication and enhancing efficiency.

Resolve customer complaints, service recovery, and ownership of the complaints process.

Identify and mitigate risks related to scope creep, data discrepancies, and contract misalignment from the CAFM system.

Lead training and development initiatives for the Service Desk Team, ensuring high performance and cross-functional capability.

Provide regular reporting to the Account Director on governance, compliance, and operational risks.

Maintain a visible leadership presence across sites and teams, embodying company values and driving performance against SLAs and KPIs..

Person Specification

Degree or equivalent experience in Facilities Management, Engineering, or Business Administration.
CAFM system training (e.g., Maximo & Concept) desirable.
Leadership or management experience.
Transitional and mobilisation experience.
Proven experience in a senior operational or governance role.
Strong background in service coordination, helpdesk operations, and commercial governance.
Excellent organisational and leadership skills.