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Job description
Job Description
Company name: MITIE Shared Services Ltd
Job Title: IT Operations Technical Coordinator
Reporting to (position): IT Operations Manager
Our values and behaviours
An individual’s belief in our values and behaviours is as important as their technical and/or professional know how
which is why our Job Descriptions are written with these in mind.
Job objectives and responsibilities
This role is primarily to liaise and request changes with 3rd Party providers to undertake MACs and other business
required IT changes at a MITIE site. This excludes 3rd Party datacentres.
Small Changes and Project management for MITIE Sites IT provision
The request and management of small changes and small projects (for example Desk Moves, Comms rooms
improvements, LAN installations, Server Implementations at Site ) involving the development and implementation
of IT solutions and business processes to meet identified business needs, utilising the necessary 3rd party resources
and skills, to time, cost, and quality.
Custodian of MITIE IT Standards and Operating Procedures in relation to MITIE Sites
To ensure IT Standards and operating procedures for MITIE sites are up to date, maintained and are adhered to.
Management of IT Champions
Responsible for the communication to and management of IT Champions
European Support Liaison
To be the main point of contact for European Offices to request IT work requests.
LAN and WAN Work Request Provision
To be the main point of contact for MITIE Businesses to request IT LAN and WAN requests. To ensure all work
requests go through the appropriate MITIE IT departments for the successful provision of network services.
Liaison with MITIE Programme Management Office (PMO)
To ensure small changes and small projects adhere to the processes, procedures, tools and techniques defined
by IT Programmes. This includes the use of project management software and the development, production and
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| Classification: MITIE Internal
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maintenance of time, resource, cost and exception plans. The tracking and reporting of progress and
performance of changes and projects.
Main duties
MITIE Site IT Supplier Liaison
 To provide coordination and advice between MITIE and IT Supplier providing IT services to MITIE sites.
 Managing and coordinating projects that arise from IT operational activities
 Develops work packages for external IT suppliers
 Provides status updates on changes and projects
 Work in partnership with IT Supplier to ensure standards are successfully applied and executed
 Works with other MITE IT staff to produce and take ownership for IT technical standards
 Submits IT Change Requests and work orders to IT Suppliers
 Ensures all changes are completed to the customers satisfaction
 Develops and maintains working relationship with IT Supplier
 Ensures all quotes and invoices are appropriate and conform to contracted commercial proposition.
 Deal with customer and user comments, compliments and complaints
 Escalation point for requests to change incident, project and problem priorities
 Manage relationship with MITIE IT champions and business management to ensure the alignment of IT and
business services
 Provide a point of contact for all IT Support team members and IT champions
 Ensure the confidentiality, integrity and availability of IT business information
 Is the main point of contact for European Business Managers and IT representatives to request and manage
changes.
 Ensure Billing and Quotes correct and conform to commercial agreement
 Translate business requirements into technical specifications
Project Management
 Takes responsibility for the definition, documentation and safe execution of small to medium-scale projects,
actively participating in all phases of the project. Identifies, assesses and manages risks to the success of the
project.
 Effectively estimates costs, timescales and resource requirements for the successful delivery of the project(s)
to agreed terms of reference
 Manages the change control procedure and ensures that project deliverables are completed within
planned cost, timescale and resource budgets, and are signed off
 Ensures that own projects are formally closed and, where appropriate, subsequently reviewed, and that
lessons learned are captured and actioned. Produces appropriate documentation to support these
processes.
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Person Specification
Technical Competencies
 ITIL v3 Foundation Certificate (essential)
 Advanced ITIL Service Delivery qualification (advantageous)
 Experience within IT on end user computing, PC and Laptops, implementation and operation of corporate
infrastructure. (essential)
 PRINCE2 Foundation Certificate (advantageous)
 Understanding of infrastructure topologies
 Experience of working in project environments and delivering work packages
 High level Understanding of the majority of the following:
o Operating Systems (Windows)
o Enterprise Infrastructure(AD, Antivirus, Group Policy)
o Server Infrastructure (IBM, HP, Dell)
o Software (Microsoft Office)
o Networking (WAN, LAN, Telephony)
o Sharing and collaboration technologies (Lync, Sharepoint,)
o Firewalls, routers and switches
Behavioural Skills
 Must be able to work in a highly pressurised environment and be in possession of multi-tasking capabilities
 Good communication and negotiation skills
 Self-motivating and able to work under own initiative
 Understanding of the business and how IT contributes to the delivery of that service
 Good understanding of statistical and analytical principles and processes
 Good technical understanding and an ability to translate technical requirements and specifications into easily
understood business concepts and vice versa
 Keep up to date with industry trends as they apply to MITIE
 Attention to Detail – Proficient in applying quality standards to all tasks undertaken and ensuring that nothing is
overlooked
 Decision Making – Proficient in making decisions at the appropriate time, taking into account the needs of the
situation, priorities, constraints and the availability of necessary information
 Follow-up and Monitoring – Expert in checking progress against targets, reporting as necessary and taking
action to resolve exceptions
 Interacting with People – Proficient in establishing relationships and maintaining contacts with people from a
variety of backgrounds. Effective and sensitive communicator in different societies and cultures.
 Needs to see job through to conclusion
 Strong belief in customers satisfaction and business benefit driven solutions
 Patience, tolerance and resilience
 Good listener with the ability to apply the knowledge gained effectively
Background
Previous Experience
 IT Competent – Has undertaken roles in relation to IT, and it conversant with IT concepts that can be found in
office buildings. Eg PCs, Networks (LAN and WAN) and Comms Rooms.
 Supplier coordination – has experience of working with suppliers to deliver changes to time, cost and quality.
 Small Changes and Project Management - has gained experience
Prior Knowledge and Skills
 Program and support - Is familiar with the project development life-cycle and typical problems associated with
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the implementation of IT projects
Project Management - Broadly skilled in information and communications technology. Has a comprehensive
knowledge of relevant development life-cycles.
IT Change delivery
Training Activities
 Change Management - Issues and strategies for the successful implementation of change within a business
environment.
 Project Planning and Control - Project planning and control methods and techniques including financial
control.
 Risk Management Methods, Techniques and Tools - Methods, techniques and tools for the analysis, assessment
and management of risk.
Personal Development Area’s
 "Research" Assignments - Exploring a topic which is not part of own normal responsibilities, and presenting
findings to colleagues.
 Community Work - Participating in community or civic affairs.
 Deputising - Standing in for supervisor or manager on a temporary basis during periods of absence.
 Extra Mural Activities - Undertaking activities outside working environment which can help to develop
professional skills or offer additional insight into or understanding of own working role.
 Extra Mural Studies - Undertaking self-study or attending classes in subjects relevant to but not directly related to
own role; e.g. foreign language courses.
 Gaining Knowledge of Activities of Employing Organisation - Developing an understanding of the commercial,
administrative and/or industrial activities undertaken by the employing organisation.
 Gaining Knowledge of Broader IT Issues - Increasing and maintaining currency of knowledge of broader IT issues
through reading, attending seminars, special studies, temporary assignments etc.
 Gaining Knowledge of IT Concepts and Techniques - Undertaking study, training and, where possible, practice
in IT concepts and techniques external to own function.
 Gaining Strategic Knowledge of Employing Organisation - Developing a comprehensive understanding of the
business environment, in which the employing organisation operates, and its position, policies and direction in
relation to the external world.
 International Experience - Carrying out professional duties abroad, for employing organisation.
 Job Rotation and Special Assignments - Undertaking temporary periods in other roles, inside or outside of IT,
particularly those which offer a new perspective on own function or exposure to other environments and
cultures.
 Project Assignments - Participating in a project team, working group or task force established to deal with a
specific problem or issue - especially valuable if the group is inter-disciplinary.
Security Clearance
 Ensure compliance with MITIE's information security policies, standards and procedures in the development,
build and operational support of MITIE's Shared Services IT Infrastructure
 Support information security risk assessments within IT Operations by making resources available where
appropriate
 Proactively identify and report security risks to the Information Security team
 Relevant security screening and/or clearances that are satisfactory to MITIE
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Working within the MITIE values and behaviours
People MITIE is a people business. It’s our people, and their drive to do their jobs to the best of their ability that
makes us different.
Trustworthy We do what we say we
will
Helpful We go out of our way to
make a difference
Inspiring We help others to be the
best they can be
How we behave…

We treat all colleagues with respect

We challenge people when they don’t do the right thing

We welcome advice from anyone that might improve what we do

We are open and honest

We think safety and always follow rules for safe working
How we behave…

We work with each other to achieve the best for clients and for MITIE

We share information to help colleagues succeed

We build great relationships

Our first response to requests will always be positive

We look out for each other, never walking by unsafe actions or situations
How we behave…

We support and encourage each other to develop

We lead by example

We set clear expectations

We listen to and learn from others

We learn from mistakes and incidents to prevent recurrence
Passion Take our people, add their passion, and you get something really special.
Spirited We give it everything
we’ve got
How we behave…

We do good things for each other, the environment and the community

We appreciate diversity and encourage it

We demonstrate team spirit

We are committed to doing things better and setting new standards in all that we do

We take pride in what we do and have fun doing it

We celebrate success and say thank you
Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy
respect and recognition for a job well done.
How we behave…
Pioneering 
We bring new ideas to the way we do things
We do things that excite

We are willing to try new things
and amaze




We encourage and support innovation
We consider things from other peoples’ points of view
We embrace new thinking and technologies
We build health & safety into everything we do
Health and Safety responsibilities
 Follow Group and company policies and procedures at all times;
 Report any apparent deficiencies in systems of work or equipment provided that may result in failure of
service delivery or risk to health and safety or the environment;
 Use all work equipment and personal PPE properly and in accordance with training received;
 Report any issues or training needs to your Line manager and /or via your divisional incident reporting
system;
Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties
undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be
varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.
© MITIE 2012
| Geographic Extent: Global
| Classification: MITIE Internal