Manager - Information Management Services - Mitie

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Company Description

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 49,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.


Delivering the exceptional, every day

• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
• Our culture – our core values and how we behave

Job Description

Mitie has a fantastic opportunity to join our Birmingham team as an Information Management Services Manager, which is primarily to ensure the smooth running of all our services provided on site. Working with the engagement teams to ensure client relationships and service standards are maintained, at our clients prestigious office in the centre of Birmingham City Centre.

Key areas of responsibility are line management and operation management of the following areas: mail distribution, goods in, reprographics, records management and stationery provision.

Line Management

  • Line Management of operational staff including but not limited to documented monthly 1-2-1’s, annual appraisals, administration, performance and absence management
  • Manage staff rotating shift patterns and absence cover to allow all services to be manned
  • Chair documented weekly team meetings, Tool Box Talk’s and other updates
  • Update the Business Management System (BMS) folders with required forms/documentation
  • Compile volumes and record on the monthly report
  • Manage and provide operational support

Relationship Management

  • Daily contact with Regional Manager to ensure service expectations are met and current/upcoming assignments are planned
  • Completing weekly/monthly management reports
  • Work closely with fellow IMS Manager’s and Supervisors sharing best practise and ensuring we work consistently across UK offices
  • Build and maintain effective working relationships with our client and fellow One team provider’s
  • Meet with client monthly to ensure opportunity to discuss operations and planning for upcoming event

Operations Management

Ensuring the core operational services are provided at the highest standard

Customer Service

  • To provide a professional, friendly and helpful customer focused service to our clients each day
  • Lead and engage team to support the "One" team ethos

Goods in - Loading bay

  • Ensure compliance with processes, to maintain safety of all personnel in the loading bay area
  • Communicate with building security over 2-way radios
  • Receive incoming mail, couriers and ad hoc items maintain audit trail of tracked mail and courier items, ensuring all equipment is utilised
  • Ensure efficient handover to Service Solutions team for end delivery to customer
  • Keep accurate records of courier items being sent from receipt to loading bay to handover to collecting driver

Document Management

  • Distribution of internal mail, collection of outbound mail and tracked items from service areas
  • Use various supplier websites to make bookings
  • Replenish cupboards with stationery and photocopier paper, loading paper and toner into photocopiers
  • Stock management and ordering via internal systems

Records Management

  • Manage on-site client files, collecting from secure drop off cupboards, recorded on database and filing in secure file store
  • Monthly tasks to send client files to offsite records management
  • Process requests for files from file store or off-site storage


  • Reprographics services including printing, laminating, wire binding and scanning
  • Ensure office administration is carried out in a timely manner and mandated daily or regular checks are carried out
  • Supporting MFD 1st and 2nd line fixes and requesting engineer call outs
  • Daily administration and proactive management of tasks including managing email inbox, document handling, data classification, client access to restricted areas to maintain compliance with ISO 27001 accreditation (Information security standard)


• The ability to build relationships with customers and communicate effectively at all levels
• The ability to demonstrate a customer focused and "Can do" attitude and attention to detail are fundamental requirements
• To be proactive, self-motivated and understand the parameters of the role and refer issues upwards
• Excellent verbal and written skills
• Producing service reports
• Track record of identifying service improvements
• Previous experience of managing a team
• Computer literate intermediate level
• Bright, enthusiastic and friendly
• IOSH Managing Safely (Desirable)
• Performance management & HR exposure
• Be able to deal with and solve any immediate operational challenges with sound judgement and excellent prioritisation skills

Or, know someone who would be a perfect fit? Let them know!

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