Key Account Manager
Contract: Professional Services, Production & Technology
Location: London (EC)
Hours of work: 40
Contract Type: Permanent
We are seeking an experienced and proactive Key Account Manager to lead the delivery of workplace and facilities services across a portfolio of client sites.
This role is central to ensuring operational excellence, client satisfaction, and alignment with strategic business goals. You will act as the primary client contact, driving performance, compliance, and innovation while fostering trusted, long-term partnerships.
Job Description
As Key Account Manager, you will oversee operational teams, manage budgets, and ensure that service delivery meets or exceeds all agreed SLAs and KPIs.
You’ll play a key role in leading people, improving processes, and embedding sustainability and continuous improvement within the contract.
Key Responsibilities
* Oversee all workplace and facilities services, ensuring operational consistency and SLA/KPI compliance.
* Develop and implement operational plans aligned with client and business objectives.
* Serve as the primary contact for client stakeholders, building strong and collaborative partnerships.
* Monitor and report on performance metrics, projects, and service improvements.
* Lead, motivate, and develop teams through regular reviews, coaching, and training.
* Manage budgets and financial performance, monitoring costs and optimising resources.
* Oversee supplier performance and ensure high service standards.
* Ensure full compliance with health, safety, environmental, and ESG requirements.
* Promote sustainability initiatives and conduct regular audits and risk assessments.
* Collaborate on long-term strategy, implementing innovation and best practices.
Professional and Personal Competencies/Qualifications
* Proven experience in account or contract management, ideally within facilities or property management.
* Strong leadership and people management skills, with a focus on engagement and performance.
* Demonstrated success in client relationship management and service delivery excellence.
* Financially astute, with experience in budgeting, cost control, and reporting.
* Confident user of workplace systems and Microsoft Office applications.
* In-depth understanding of health, safety, environmental, and ESG compliance.
* Strategic thinker with strong communication, problem-solving, and organisational abilities.
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. #ISSGreatPeople #ISSTalent #PeopleMakePlace
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 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 by emailing resourcing.team@uk.issworld.com