Mobilisation & Customer Onboarding Manager

Mitie – Fire & Security Systems

At Mitie, we are committed to delivering the exceptional, every day. Our expertise, care, technology and insight help create amazing work environments for our customers. We are looking for a Mobilisation & Customer Onboarding Manager to play a key role in making that happen.

This is an exciting opportunity for an experienced, customer‑focused mobilisation professional to lead the onboarding of new customers across Mitie Fire & Security Systems. You will ensure every transition from bid, through mobilisation, and into business‑as‑usual delivery is seamless, structured and focused on long‑term customer success.

Reporting to the Head of Mobilisation & Change, you will lead and coordinate the mobilisation and onboarding of new contracts and re‑mobilisations. Working closely with customers, Key Account Managers, Helpdesk teams and cross‑functional mobilisation workstream leads, you will ensure operational readiness, strong governance, clear communication and excellent customer experience throughout the onboarding journey.

In this role, you will take ownership of the mobilisation and onboarding journey for new customers, making sure plans, timelines, risks and governance are clearly defined and actively managed. You will coordinate cross‑functional mobilisation workstream leads so that all departments are ready for service delivery and the handover into business‑as‑usual is structured, compliant and effective.

You will also play a central role in shaping the customer experience during onboarding. This will include building trusted relationships, acting as a senior point of contact where needed, leading customer meetings and readiness reviews, and ensuring expectations are understood, documented and delivered throughout the transition.

• Embed robust processes, regulatory compliance and clear ways of working before handover.
• Capture post‑onboarding feedback and use lessons learned to improve future mobilisations.
• Identify and deliver continuous improvement opportunities across mobilisation and customer onboarding activity.

Success will be measured by the quality and stability of each customer onboarding experience. It includes strong customer satisfaction, stable early‑life contract delivery, accurate asset data and documentation, and effective billing routines embedded.

We are looking for someone who is highly organised, credible and confident in a customer‑facing environment. You will bring strong stakeholder management skills, a structured approach to project delivery and a passion for improving the customer experience. The ideal candidate will have significant experience in customer satisfaction, customer onboarding, mobilisation or operational delivery. You will be confident applying project management principles such as PRINCE2, Agile or Lean, and will be comfortable managing risk, change and multiple priorities in a dynamic environment.

A collaborative style, credible communication and a genuine commitment to continuous improvement will be key to success.

You will be part of a business that values integrity, trust, teamwork and continuous improvement. At Mitie, our diversity makes us stronger. We offer a range of benefits to support your lifestyle, including:

• Virtual GP and financial wellbeing assistance through our Salary Finance scheme.
• Flexible lifestyle benefits platform, Choices, with options such as additional holiday days, critical illness insurance, dental treatment and technology products.
• High street discounts through MiDeals, a cycle‑to‑work scheme, life cover up to four times your salary, enhanced pension contributions and a Mitie Matching Share Plan.
• Employee recognition through Mitie Stars, with cash prizes and a chance to win a top prize.
• Ample training and development opportunities across the organisation.

Mitie is an equal opportunity employer. We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition and need reasonable adjustments, please let us know.