Service Delivery Project Manager
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Join Mitie – the future of high performing places.
ROLE: Service Delivery Manager
LOCATION: Trinity Park, Birmingham
At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for a Service Delivery Manager to lead our Helpdesk team in a fast paced, 24/7, 365 day a year operational environment. You will motivate, develop, and support your team to deliver exceptional customer service and high quality facilities management support.
Role Responsibilities:
• Lead, motivate, and support the Helpdesk team through effective coaching, mentoring, and performance development.
• Ensure SLA and KPI performance is consistently met or exceeded.
• Maintain strong professional relationships with clients and internal stakeholders to support service excellence and strengthen Mitie's reputation.
• Drive a culture of continuous improvement by generating innovative ideas and new ways of working.
• Ensure sufficient operational resource is in place to meet customer requirements.
• Provide high quality customer service in a demanding, fast paced environment.
• Make informed decisions using available data, insight, and experience to enhance service delivery.
Required Qualifications:
• A driven and dynamic approach, with a commitment to evaluating and improving personal performance.
• Strong communication and influencing skills, with the ability to positively persuade and lead others.
• Experience in leading and motivating teams, ideally within a customer service, helpdesk, call centre, or FM environment.
• Ability to analyse situations, identify improvements, and implement effective solutions.
Information Security
• Ensure compliance with Mitie's information security procedures in all activities
• Proactively identify and report security risks to your manager
• Report actual and suspected security incidents
Desirable Qualifications (Bonus Skills):
• Experience working within Facilities Management.
• Understanding of call centre or service desk operational processes.
• Strong problem solving and organisational skills.
What's in it for you?
• A stable and supportive workplace with opportunities to learn and grow.
• Life insurance and company pension.
• 33 days annual leave.
• Continued personal development with full support to enhance your career.
• Free Mitie shares.
• Access to a virtual GP 24/7 for you and your family.
• MiDeals discount scheme with 3000+ offers across retailers, leisure, and utilities.
• Additional benefits available for purchase, including private medical cover, technology packages, and extra holiday.