40 Hours per week. 45k
The Account Manager is responsible for the management, performance, and continuous improvement of a portfolio of manned guarding contracts. The role focuses on service delivery excellence, client confidence, financial control, and operational assurance, ensuring that security services consistently meet contractual, regulatory, and organisational expectations.
Key Responsibilities
-Take full ownership of the service delivery and performance of 12 manned guarding locations
-Ensure all contracts are delivered in line with agreed KPIs, SLAs, and client expectations
-Maintain strong, professional, and trusted relationships with clients and key stakeholders
-Provide assurance to clients and management through accurate reporting, governance, and oversight
-Actively identify and implement opportunities to improve security standards, resilience, and value
-Ensure financial discipline across the portfolio, working closely with the finance team
• Provide leadership during incidents and emergencies, including out-of-hours response when required.
Main Duties
Account Ownership & Service Delivery
• Accountability for the operational performance of assigned security contracts
• Ensure consistent, high-quality manned guarding services across all sites
• Monitor service delivery through site visits, audits, data analysis, and client feedback
• Ensure Assignment Instructions, SOPs, and post orders are current, accurate, and embedded
• Drive corrective actions where standards fall below expectation
• Support and challenge site management to maintain professionalism, discipline, and compliance
Client Relationship Management
• Act as an important point of contact for clients across the account portfolio
• Build and maintain long-term, trusted relationships with clients and stakeholders
• Attend regular client meetings, contract reviews, and performance forums
• Represent the organisation professionally at all times
• Anticipate client needs and proactively propose solutions or enhancements
• Handle client concerns, escalations, and complaints promptly and effectively
Performance Reporting & Governance
• Produce structured, professional, and meaningful reports that clearly articulate security performance
• Develop and deliver client-facing slide decks using PowerPoint to present KPIs, trends, risks, and improvements
• Analyse performance data using Excel to identify trends, risks, and opportunities
• Ensure reports are accurate, timely, and aligned to contractual requirements
• Provide senior management with clear insight into account performance and risks
Investigations & Incident Management
• Lead or oversee investigations into security incidents, breaches, or complaints where required
• Ensure investigations are conducted thoroughly, impartially, and professionally
• Produce clear, well-written investigation reports with evidence-based conclusions and recommendations
• Ensure learning outcomes are identified and embedded to prevent recurrence
• Act as an escalation point during incidents or emergencies
Financial & Commercial Management
• Demonstrate strong financial awareness across all assigned contracts
• Work closely with the finance team to produce accurate quotes, costings, and contract variations
• Monitor budgets, overtime, additional cover, and service changes
• Ensure services are delivered within agreed financial parameters
• Identify opportunities for efficiencies or value-added services without compromising standards
Compliance, Assurance & Standards
• Ensure compliance with company policies, client requirements, and relevant legislation
• Support internal and external audits, inspections, and client assurance processes
• Ensure accurate record-keeping and documentation across all sites
• Promote a strong culture of compliance, accountability, and professionalism
• Proactively raise standards and embed best practice across the portfolio
Leadership, On-Call & Flexibility
• Participate in the Duty Manager on-call rota, providing out-of-hours support during incidents
• Make timely, sound decisions under pressure during emergencies
• Provide clear leadership and direction to operational teams when required
• Adopt a flexible approach to working hours to meet operational and client demands.
Person Specification
Essential Experience
• Proven experience in an Account Manager, Contract Manager, or Senior Operations role within the manned guarding or contract security industry
• Experience managing multiple security sites or contracts simultaneously
• Demonstrable experience of client relationship management and service delivery
• Experience producing professional reports, investigations, and client presentations
• Experience working with financial data, budgets, or contract cost control
Essential Skills & Competencies
• Excellent written communication skills with a strong attention to detail
• Proven ability to produce clear, professional reports and investigation documents
• Strong Excel skills for performance tracking, data analysis, and reporting
• Strong PowerPoint skills for producing client-facing slide decks and presentations
• Confident verbal communicator, able to engage with clients and senior stakeholders
• Strong organisational skills with the ability to manage competing priorities
• Analytical, proactive, and solutions-focused approach
Personal Attributes
• Professional, credible, and client-focused
• Calm, resilient, and decisive under pressure
• Commercially aware and financially disciplined
• Flexible and adaptable in approach to working hours
• High levels of integrity, discretion, and accountability
• Committed to continuous improvement and raising standards