Area Manager - North

Better places, thriving communities.

Job Description – Area Manager North (DWP)

Business/Contract/Department: Mitie Central Government – DWP contract

Job Title: Area Manager North

Reporting to (position): Regional Manager

Job Purpose

The Area Manager is responsible for the operational delivery, performance, and compliance of security services across Scotland and the North East of England on the DWP contract. The role is accountable for ensuring consistently high service standards, maintaining strong client relationships, delivering contract profitability, and leading effective people management practices. In addition, the Area Manager ensures full compliance with industry regulations, contractual obligations, and company policies while driving operational excellence and customer satisfaction across all client sites.

Key Responsibilities

Operational Management

• Manage multiple sites within a designated geographical area in Scotland & North East of England
• Manage and lead a team of 7 (seven) Customer Service Managers, ensuring high performance, service excellence, and compliance across the region.
• Ensure all contractual obligations, KPIs, SLAs, and service standards are consistently achieved.
• Conduct regular site visits, audits, and inspections to monitor service quality and operational effectiveness.
• Identify and implement continuous improvement initiatives to enhance service delivery.
• Investigate incidents, complaints, and operational issues, ensuring timely resolution and corrective actions.

Client Relationship Management

• Develop and maintain strong relationships with our local clients and key stakeholders.
• Act as the primary point of contact for operational matters.
• Conduct monthly service review meetings with our client.
• Identify opportunities for contract growth and additional service offerings.
• Ensure high levels of customer satisfaction and retention.

People Leadership

• Lead, motivate, coach, and develop Managers, Site Team Leaders, and Security Officers.
• Conduct performance reviews, development discussions, and succession planning activities.
• Support recruitment, onboarding, retention, and employee engagement initiatives.
• Promote a positive culture focused on accountability, professionalism, and excellence.
• Manage employee welfare matters, including absence management and disciplinary processes as required.

Compliance & Risk Management

• Ensure compliance with all company policies, procedures, and standards.
• Maintain adherence to SIA licensing requirements, industry regulations, and client-specific requirements.
• Monitor Health & Safety compliance across all locations.
• Ensure Assignment Instructions & Risk Assessments are accurate and reviewed annually by your team.
• Ensure all operational documentation is maintained accurately and on time.

Financial Management

• Manage contract performance against budget and financial targets.
• Monitor labour costs, overtime, and operational expenditure.
• Identify efficiencies and cost-saving opportunities without compromising service quality.
• Support the preparation of forecasts, reports, and business reviews.

Workforce Planning

• Ensure sites are appropriately staffed and resourced.
• Support workforce planning and mobilisation of new contracts.
• Monitor staffing levels, vacancies, and succession pipelines.
• Work closely with recruitment teams to attract and retain quality personnel.

Essential

Knowledge, Skills & Experience

• Proven experience managing multiple security contracts, sites, or operational teams.
• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Experience managing performance against KPIs and service delivery targets.
• Strong understanding of security operations and risk management.
• Commercial awareness and budget management experience.
• Full UK Driving Licence.
• Strong organisational and problem-solving skills.

Desirable

• SIA Front Line or Non-Front Line Licence.
• Security management qualification.
• IOSH Managing Safely, NEBOSH, or equivalent Health & Safety qualification.
• Experience working within public sector or high-profile contracts.
• Experience in mobilisation and contract transition projects.

Personal Attributes

• Professional and customer-focused.
• Results-driven with strong attention to detail.
• Able to work independently and make sound decisions.
• Resilient and adaptable in a fast-paced environment.
• Strong leadership presence with the ability to inspire and engage teams.
• High integrity and commitment to maintaining professional standards.

What We Offer

• Competitive salary and benefits package.
• Company vehicle.
• Career development and progression opportunities.
• Ongoing leadership and management training.
• Supportive and collaborative working environment.
• Opportunity to lead strategically important security operations

Key Performance Indicators

• Contract KPI and SLA achievement.
• Client satisfaction and retention.
• Employee engagement and retention.
• Health & Safety compliance.
• Audit and quality performance scores.
• Financial performance and budget control.
• Recruitment and vacancy management targets.

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

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