National Facilities Account Manager – Client Delivery

Modus Projects; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Career development

Family-friendly benefits

Wellbeing initiatives

Employee Assistance Program (EAP)

Melbourne CBD location

Job summary

Modus Projects seeks an experienced Account Manager to lead client relationships, contract performance and service delivery across a national Facilities Maintenance portfolio. This is a hands-on role combining commercial management, team leadership and operational performance, with the opportunity to strengthen client partnerships and drive continuous improvement.

This role involves monitoring SLAs and KPIs, managing budgets and invoicing, and collaborating with internal teams to deliver value

Qualifications

• Evidence of strong client management and service delivery in facilities maintenance or a related field.
• Experience managing contracts, budgets and invoicing with a commercial focus.
• Proven ability to monitor SLAs, KPIs and deliverables and take corrective action.

Responsibilities

• Build trusted client relationships through proactive communication, accountability and consistent service delivery.
• Act as the key escalation point for complex contractual, operational and service issues.
• Monitor SLAs, KPIs and contractual commitments, identifying risks and leading corrective actions where performance falls short.
• Work with clients and internal stakeholders to resolve issues, improve customer experience and strengthen service outcomes.
• Manage contract budgets, expenditure, financial performance and cost efficiencies.
• Oversee month-end invoicing, resolve discrepancies, monitor aged receivables and drive timely payment follow-up.
• Analyse financial and operational results to identify risks, trends and opportunities to improve performance.
• Prepare and present monthly client reports covering financial results, KPIs, exceptions, corrective actions and service commitments.
• Lead, coach and support the Team Manager and wider Service Delivery team to achieve contractual, operational and financial targets.
• Partner with operational teams to ensure maintenance services are delivered efficiently, safely and in line with client expectations.
• Promote accountability, effective communication and continuous improvement across service delivery.
• Maintain oversight of asset information and reporting to support maintenance planning and asset replacement programs.
• Oversee compliance with statutory, safety, industry and client-specific requirements.
• Identify opportunities to streamline workflows, optimise resources, improve service quality and introduce practical sustainability initiatives.
• Participate in client after-hours escalations as required to support service continuity.

Skills

Client relationship management

Commercial acumen

Contract management

SLAs & KPIs

Budgeting & invoicing

Leadership

Negotiation

Stakeholder management

Analytical thinking

Communication

Result-oriented

Job description

Modus Projects seeks an experienced Account Manager to lead client relationships, contract performance and service delivery across a national Facilities Maintenance portfolio. This is a hands-on role combining commercial management, team leadership and operational performance, with the opportunity to strengthen client partnerships and drive continuous improvement.

This role involves monitoring SLAs and KPIs, managing budgets and invoicing, and collaborating with internal teams to deliver value