Key Account Director
ISS Facility Services have an exciting opportunity for an experienced and strategic Key Account Director to lead the full scope of soft services on a large Healthcare contract in Worcester on a permanent basis.
This role is critical in establishing and maintaining a strong strategic partnership with the customer. It requires using organisational scale, tools and processes to build a deep understanding of the customer’s purpose and needs, ultimately supporting long‑term contract value, retention and growth.
Job Overview
We are seeking a resilient and influential leader who can operate confidently within a complex PFI environment, managing diverse stakeholders while ensuring strong operational and financial performance. The successful candidate will be accountable for people leadership, service delivery, stakeholder engagement and meeting all contractual KPIs and SLAs.
This is a highly visible, onsite leadership role requiring the ability to challenge constructively, build strong professional relationships and drive continuous improvement across all areas of soft services delivery.
Key Responsibilities
* Lead the full delivery of soft services across our PFI Healthcare contract, ensuring consistently high standards and operational compliance.
* Take full ownership of financial performance, including budgetary control and P&L accountability.
* Use business tools and the Account Development Process to drive structured, strategic customer engagement.
* Ensure all customer information is accurately maintained and accessible across CRM and relevant systems.
* Translate customer insights and emerging needs into effective service solutions and propositions.
* Manage and influence stakeholders across PFI partners and internal operational teams.
* Oversee SLA compliance, KPI reporting and all performance management activities.
* Drive continuous improvement, ensuring challenges are addressed robustly and constructively.
Person Specification
* Previous experience in a similar role – experience as a Senior Leader managing a large Soft Services FM contract
* Experience working within a PFI environment and understanding associated challenges.
* Healthcare sector experience preferred but not essential
* Background in large organisations with multiple stakeholders and varying expectations.
* Ability to be onsite five days per week.
* Strong ability to challenge appropriately while maintaining professional credibility.
* Experience in customer relationship sales and/or consultancy sales, alongside financial and performance management expertise.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference.
#Becomewhoyouwant, #Bepartofsomethingbigger, #aplacetobeyou, #facilitiesmanagement
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team.