Account Director

Mitie Cleaning & Hygiene Services; Greater Manchester; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Salary Finance

MiDeals discounts

Flexible lifestyle benefits (Choices)

Cycle-to-work

Job summary

Mitie Cleaning & Hygiene Services in Manchester seeks an Account Director to lead workplace and facilities services at a prestigious client site. You will oversee a large multi-service team, ensuring presentation, hygiene, compliance and service excellence across the estate.

The role requires senior leadership, client relationship management, and delivering against KPIs, with a focus on safety, financial performance, and continuous improvement.

Qualifications

• Significant leadership experience within Facilities Management or Workplace Services.
• Experience leading large-scale cleaning operations.
• Experience managing multiple soft services within a complex environment.
• Proven track record of delivering exceptional customer experience and operational performance.
• Experience in high-profile corporate, commercial, public sector or critical environments.
• Strong budget management and commercial awareness.
• Experience managing large teams across multiple disciplines.
• Strong stakeholder management skills with the ability to influence senior clients.

Responsibilities

• Provide strategic and operational leadership for all workplace and facilities services.
• Lead day-to-day delivery of cleaning, waste, reception, mailroom, porterage, grounds maintenance and support services.
• Ensure services align with contractual obligations, KPIs and SLAs.
• Drive a culture of service excellence, accountability and continuous improvement.
• Act as the on-site facilities operations lead and client contact on site.
• Champion exceptional cleaning standards and implement strategies to enhance presentation.
• Lead quality assurance programmes, audits and inspections.
• Manage specialist cleaning programmes and hygiene standards.
• Introduce innovative cleaning solutions and sustainability practices.
• Develop trusted relationships with senior client stakeholders and lead governance meetings.
• Provide performance reporting and improvement plans.
• Identify opportunities to enhance service delivery and add value.
• Ensure compliance with health, safety and environmental requirements.
• Promote safety culture and robust risk management.
• Lead incident investigations and corrective actions.
• Manage site budgets, profitability targets and contractor performance.
• Oversee recruitment, development, and talent management within the team.
• Ensure security operations are delivered to contract requirements and safety standards.

Skills

Leadership experience

Large-scale cleaning operations

Multi-service management

Customer experience

High-profile environments

Budget management

Team leadership

Stakeholder management

Education

IOSH Managing Safely

NEBOSH (desirable)

IWFM (desirable)

Job description

Better places, thriving communities.

Account Director

Location: Manchester (Site Based – 5 Days Per Week)

Role Purpose

Mitie is looking for an exceptional Account Director to lead the delivery of workplace and facilities services at a prestigious, high-profile client location in Manchester. This is a senior leadership role responsible for delivering outstanding workplace experiences through best-in-class cleaning, facilities services and customer engagement. The successful candidate will oversee a large multi-service team, ensuring the highest standards of presentation, hygiene, compliance, sustainability and service excellence across the estate. As the senior Mitie representative on site, you will build strong client relationships, drive continuous improvement and create an environment that reflects the expectations of a flagship location.

Key Responsibilities

Operational Leadership

• Provide strategic and operational leadership for all workplace and facilities services.
• Lead the day-to-day delivery of cleaning, waste, reception, mailroom, porterage, grounds maintenance and associated support services.
• Ensure all services are delivered in line with contractual obligations, KPIs and service level agreements.
• Drive a culture of service excellence, accountability and continuous improvement.
• Act as the key point of contact for all on-site facilities operations.

Cleaning & Workplace Experience

• Champion exceptional cleaning standards across the entire site.
• Develop and implement cleaning strategies that enhance workplace presentation and customer experience.
• Lead quality assurance programmes, audits and inspections.
• Manage specialist cleaning programmes and hygiene standards.
• Introduce innovative cleaning solutions, technologies and sustainable practices.
• Ensure workplace environments consistently meet the expectations of a high-profile client and visitors.
• Drive service excellence across all customer-facing areas.

Client Relationship Management

• Develop trusted relationships with senior client stakeholders.
• Lead governance meetings and operational reviews.
• Provide performance reporting, service insights and improvement plans.
• Identify opportunities to enhance service delivery and add value.
• Act as a visible and credible leader across the client estate.

Health, Safety & Compliance

• Ensure compliance with all health, safety and environmental requirements.
• Maintain robust risk management processes and safe systems of work.
• Lead incident investigations and corrective action plans.
• Promote a positive safety culture across all services.
• Ensure all operational teams work to Mitie policies and procedures.

Financial & Commercial Management

• Manage site budgets and financial performance.
• Deliver agreed profitability targets.
• Monitor supplier and subcontractor performance.
• Identify efficiencies and continuous improvement opportunities.
• Manage forecasting, budgeting and performance reporting activities.

People Leadership

• Lead, coach and develop a diverse facilities workforce.
• Create a high-performing and engaged team culture.
• Support recruitment, succession planning and talent development.
• Manage performance, attendance and employee relations matters.
• Encourage innovation, accountability and customer-focused behaviours.

Security Operations & Site Safety

• Provide strategic oversight of all site security operations, ensuring a safe and secure environment for employees, visitors and contractors.
• Lead security supervisors and contracted security teams to deliver exceptional service standards and a strong customer-focused approach.
• Ensure all security operations are delivered in line with contractual requirements, site procedures and compliance obligations.
• Monitor security performance through audits, inspections and service reviews.
• Oversee visitor management, access control, key management and incident response procedures.
• Work closely with client stakeholders to identify and mitigate operational and security risks.
• Ensure emergency preparedness plans, business continuity arrangements and crisis response procedures are regularly reviewed and tested.
• Drive a culture where security, safety and customer service work together to enhance the workplace experience.
• Support the investigation of security incidents and ensure appropriate corrective actions are implemented.
• Promote a visible and proactive security presence that reflects the prestige and profile of the site.

Candidate Requirements

Essential Experience

• Significant leadership experience within Facilities Management or Workplace Services.
• Strong experience leading large-scale cleaning operations.
• Experience managing multiple soft services within a complex environment.
• Proven track record of delivering exceptional customer experience and operational performance.
• Experience working within high-profile corporate, commercial, public sector or critical environments.
• Strong budget management and commercial awareness.
• Experience managing large teams across multiple disciplines.
• Strong stakeholder management skills with the ability to influence senior clients.

Qualifications

• IOSH Managing Safely (minimum).
• NEBOSH qualification desirable.
• IWFM qualification desirable.
• Demonstrable understanding of cleaning standards, workplace services and health & safety compliance.
• SIA Licence

What Success Looks Like

• Industry-leading cleaning and workplace presentation standards.
• Excellent client satisfaction and customer experience scores.
• High levels of employee engagement and retention.
• Achievement of all contractual KPIs and service standards.
• Strong financial performance and cost control.
• A visible culture of safety, accountability and continuous improvement.

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.