Case study 2 February 2020

Global telecoms services provider: A shared passion for exceptional service


This organisation is one of the world’s leading telecoms and technology service providers. The facilities strategy for their 1,272 sites, is focused on ensuring their company is an incredible place to work, while putting safety and the client at the forefront of everything they do.

As every single team member, from the front-of-house reception team to the hospitality team, has an incredibly important part to play in achieving this vision, they needed to find a facilities management partner that shared their passion for exceptional service.


Mitie delivers a fully outsourced Total Facilities Management solution for this client. Our 38 strong management team leads a work force of 598 employees. These roles ultimately report to the Head of Property, with three key client-reporting divisions underneath them covering the entire estate. The unique requirements of each part of the property portfolio are reflected within the delivery model.

Over the past nine-years we have shared the challenges of an ever-changing consumer marketplace, the evolution of the facilities and property management industry, and increasing commercial pressure.

But whether facing large-scale acquisitions, better ways of working, portfolio rationalisation programmes, legislative change, technological change and incident and crisis management – our team has been a constant unifying presence throughout.

Our partnership is founded on trust and a mutual commitment to positively influence and deliver our client’s corporate objectives. This commitment, complimented by dynamic leadership, has enabled the relationship to evolve and created an environment within which the joint team can challenge, learn, innovate and succeed.


We have been ambitious in the objectives we set ourselves for our client and are proud of our success in achieving them. We have consistently achieved financial savings, improved performance and reduced risk. Our team are driven to deliver performance that matters, focusing our efforts on initiatives and solutions that really add value.

We are proud to have delivered a multi-million pound reduction on the contract fixed fee across the term of the contract through the introduction of innovation and greater digitisation of our services.

Originally a five-year term, the Integrated Facilities Management contract has now been in place for almost a decade, with a recent extension to 2022. This is testament to the continuing exceptional standard of services delivered by our team and the client working side-by-side.

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