Key Account Manager (Facilities Management)
ISS Facility Services UK are now seeking a highly experienced Key Account Manager to provide strategic leadership and exceptional delivery across a complex, multi‑site facilities management contract.
This is a pivotal role focused on driving operational excellence, commercial performance, and a consistent, high‑quality user experience across a major customer portfolio. The successful candidate will work closely with the Key Account Director to build an inclusive workplace culture and deliver meaningful improvements aligned to the customer’s organisational goals.
As the primary site‑based point of contact, the Key Account Manager will shape service delivery, maximise contract outcomes, and strengthen long‑term client partnerships through innovation, insight, and commercial acumen. This role requires a confident, people‑first leader who thrives in fast‑paced, high‑value environments and can translate strategic vision into effective frontline execution.
Key Responsibilities
* Lead the delivery of a multi‑site FM portfolio, ensuring all contractual deliverables, KPIs, and SLAs are consistently exceeded.
* Work closely with the Key Account Director and Senior Finance Business Partner to manage budgeting, forecasting, and full P&L performance.
* Drive profitability through innovation, resource optimisation, and continuous improvement in service delivery.
* Position the organisation as a strategic partner by supporting renewal strategies, service enhancements, and contributions to commercially robust bids.
* Act as the primary point of contact for the flagship site, ensuring service alignment with operational and strategic customer priorities.
* Integrate retained customer teams—such as space management—into a unified, data‑led workplace service model.
* Convert customer feedback into tangible operational improvements with measurable outcomes.
* Lead large, diverse operational teams, providing direct line management, coaching, and strong succession planning.
* Ensure robust Health & Safety compliance across all service lines, advising clients and supporting safe working practices.
Professional and Personal Competencies / Qualifications
* Proven experience leading complex, multi‑service contracts up to £40m in value.
* Strong background in the service industry; experience within FM is desirable but not essential.
* Demonstrated success in leading and developing large operational teams.
* Experience managing high‑value, multi‑site operations.
* Solid understanding of Health & Safety requirements (IOSH desirable; can be achieved in role).
* Proven ability to build strategic partnerships with senior client stakeholders.
* In‑depth knowledge of SLAs, KPIs, and performance reporting.
* Strong financial acumen, including P&L ownership, budgeting, and forecasting.
* Experience contributing to successful renewals, retentions, and major competitive bids, ideally in collaboration with specialist teams.