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, and 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.

The role

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.

What you'll do

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 making sure 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.

What success looks like

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

What we're looking for

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 bring significant experience in customer satisfaction, customer onboarding, mobilisation or operational delivery. They 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.

We are looking for someone who combines strong organisation and attention to detail with excellent stakeholder management and customer-facing skills. A collaborative style, credible communication and a genuine commitment to continuous improvement will be key to success.

Why join Mitie?

You will be part of a business that values integrity, trust, teamwork and continuous improvement. At Mitie, our diversity makes us stronger, and we are committed to creating a workplace where everyone can thrive and be their best every day.

If you are ready to take ownership of customer onboarding, lead successful mobilisations and help shape exceptional customer experiences, we would love to hear from you.

Apply now and help us deliver the exceptional, every day.