Key Account Manager (Healthcare/PFI)
ISS Facility Services UK are now seeking an experienced Key Account Manager to act as the primary point of contact for their customer, ensuring strategic alignment and operational excellence across all aspects of the contract.
This pivotal role is essential in maintaining a sustainable, long-term partnership while driving continuous improvement, innovation, and high-quality service delivery. The successful candidate will oversee both Hard FM and Soft FM operations, ensuring contractual compliance and identifying opportunities for service enhancement and account development.
Job Overview
The Key Account Manager will be responsible for the effective operational management of a complex FM contract, ensuring services are delivered to a high standard and in line with all contractual commitments. They will work closely with stakeholders to maintain strong relationships, support the development of integrated FM solutions, and ensure service excellence.
Experience within a PFI environment or a Hospital is highly advantageous and will support success in this role, given the unique operational requirements of the setting.
Key Responsibilities
* Act as the primary point of contact for the client, ensuring strong communication and stakeholder engagement
* Lead the operational development and delivery of integrated Hard FM and Soft FM services
* Develop and maintain the Account Development Plan, collaborating with key internal and external stakeholders
* Identify, propose, and manage a pipeline of innovative ideas to enhance service performance
* Ensure all FM services are delivered to contractual standards and drive continuous service improvement
* Manage staffing levels, training, and competency development to ensure an effective and high‑performing team
* Review, analyse, and consolidate monthly financial performance, implementing actions to improve profitability and service delivery.
* Identify, assess, and mitigate commercial and operational risks to protect and enhance account performance
Person Specification
* Previous experience in a similar role – PFI experience/knowledge is essential, Healthcare/NHS exposure would be preferable
* Demonstrable experience in Facilities Management service delivery.
* Proven ability to manage large-scale contracts and enhance client relationships.
* Strong leadership capability with experience managing diverse teams.
* Excellent analytical skills with strong financial awareness and performance management experience.
* A track record of driving innovation and continuous improvement initiatives.
* Exceptional communication and stakeholder management skills.
* Ability to work strategically while maintaining a hands-on approach to operational delivery.