Mitie
Job title:
Service Performance Lead
Company
Mitie
Job description
Job OverviewAs the leader of the helpdesk team, your role is to ensure the efficient delivery of administrative functions on the account, emphasizing exceptional communication, timely issue resolution, and continuous process improvement. You will drive customer satisfaction by maintaining a high-performing, best-in-class helpdesk operation. Your responsibilities include quality assurance, auditing, and upholding service standards across all lines, monitoring key performance indicators (KPIs), and implementing corrective measures to enhance service delivery. You will oversee compliance with contractual performance and governance requirements, ensuring adherence to service level agreements (SLAs) and KPIs. This role involves collating data for regular reporting, managing compliance-related performance, and ensuring the effective administration of audits and QHSE requirements. Additionally, you will optimize the CAFM system for accuracy, certification, and documentation, develop performance improvement strategies, analyze service delivery data, and maintain strong relationships with stakeholders to foster positive working partnerships. Collaboration with other teams will be essential to ensure seamless integration of systems and processes company-wide.Main Duties
- Leading the helpdesk team, ensuring efficient delivery of admin function on the account, fantastic communication, timely resolution of issues, and continuous improvement of helpdesk processes.
- Driving customer satisfaction through providing a high performing, best-in-class helpdesk function
- Quality assurance – Drive best-in-class performance, auditing and keeping on top of quality and standards across all service lines.
- Monitor and drive key performance indicators across all service lines, identifying any areas for improvement and implementing corrective measures accordingly.
- Oversee and manage compliance with contractual performance and governance requirements, including service level agreements and KPIs, to ensure exceptional service delivery.
- Collation of data for monthly, quarterly, and annual reporting
- Leading on compliance and managing all compliance related performance
- Manage the performance of all PPM, QWs and RWs across all service lines.
- Management of the administration of Audits and QHSE requirements.
- Regularly review and optimise the operation of the CAFM system, ensuring accurate and up-to-date information, certification and documentation all uploaded.
- Develop and implement performance improvement strategies for various service lines to enhance productivity, quality, efficiency, and customer satisfaction.
- Analyse service delivery data to identify trends, problems, and opportunities, sharing insights with relevant parties and implementing improvements where necessary.
- Maintain regular communication and relationships with all stakeholders – including clients and suppliers to gather feedback, address concerns, and promote positive working partnerships.
- Collaborate with other teams to ensure seamless integration of systems and processes across the company.
What we are looking for
- Proven track record of devising and implementing performance improvement plans and monitoring their outcomes.
- Experience and knowledge of statutory compliance in building services
- In-depth knowledge of the CAFM system, KPIs, contractual performance measures, and industry standards.
- Exceptional leadership skills with the ability to manage, motivate, and develop high-performing teams.
- Strong data analysis skills with a focus on translating findings into actionable insights and improvements.
- Excellent communication and stakeholder management skills.
Expected salary
Location
London
Job date
Thu, 13 Jun 2024 07:57:07 GMT
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