Account Director

OCS Group; United Kingdom; Remote; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Career progression

Learning & development

Training

Discounts

Refer a friend bonus

Diversity & inclusion

Mental health support

Real-time pay access

Job summary

OCS UK & Ireland is seeking an Account Director to lead a Soft Services account, building strong client relationships and driving service excellence across cleaning, catering, security and support services. You will own contract P&L, manage delivery against KPIs and SLAs, and champion a one-team approach.

You will influence growth, lead multi-site teams, ensure health and safety compliance, and steer risks and change management.

Qualifications

• Right to work in the UK.
• Strong experience in Soft Services FM (multi-service environment).
• Proven P&L and commercial performance management.
• Operational leadership with multi-site team management.
• Experience with supply chain partners and change management.
• IOSH Managing Safely (minimum); NEBOSH desirable.
• Excellent communication, presentation and report-writing skills.

Responsibilities

• Overall accountability for contract P&L and commercial performance.
• Ensure delivery of high-quality soft services in line with KPIs, SLAs, and contractual obligations.
• Drive service excellence and continuous improvement across cleaning, catering, security, and associated services.
• Lead and embed a strong one-team culture across all service lines.
• Provide effective leadership, coaching, and performance management of operational teams.
• Ensure full health & safety, food safety where applicable, safeguarding and regulatory compliance.
• Lead risk management and service continuity planning.
• Identify efficiencies, cost savings and service enhancements.
• Act as senior client contact, manage relationships, performance reviews and change management.
• Lead financial planning, budgeting and regular performance reviews.
• Escalate risks promptly to protect delivery and reputation.

Skills

Communication

Stakeholder Management

Financial Management

Budget Control

Health & Safety

Leadership

Client Relationship Management

Excel

Education

Relevant qualification

Tools

MS Office

Job description

About The Role:

As an Account Director, you will play a pivotal role in leading the overall success of a Soft Services account. You will build strong client relationships, drive service excellence across multiple service lines (such as cleaning, catering, security, and support services), identify opportunities for growth and innovation, and consistently exceed client expectations.

This role requires strong Communication & Stakeholder Management, Financial Management & Budget Control, knowledge of Soft Services delivery standards and compliance requirements, as well as a proactive and solutions-driven approach.

As part of your role, your key responsibilities will include

• Overall accountability for contract P&L and commercial performance
• Ensure delivery of high-quality soft services in line with KPIs, SLAs, and contractual obligations
• Drive service excellence and continuous improvement across cleaning, catering, security, and associated services
• Lead and embed a strong one-team culture, promoting collaboration and best practice across all service lines
• Provide effective leadership, coaching, and performance management of operational teams, including succession planning and talent development
• Ensure full compliance with health & safety, food safety (where applicable), safeguarding, and industry regulations
• Lead risk management and service continuity planning across all areas of delivery
• Identify and implement efficiencies, cost savings, and service enhancements
• Act as the senior point of contact for the client, managing relationships, contract performance reviews, and change management
• Lead financial planning, budgeting, and regular performance reviews
• Ensure clear and timely escalation of risks that may impact service delivery or reputation

The ideal candidate should meet the following criteria:

• Right to work in the UK
• Relevant academic or professional qualification
• Strong experience within Soft Services FM (cleaning, catering, security, or multi-service environments)
• Proven experience managing contract P&L and commercial performance
• Significant operational leadership and stakeholder management experience in a customer-facing environment
• IOSH Managing Safely (minimum); NEBOSH desirable
• Strong understanding of health & safety, COSHH, food safety (if applicable), and soft services compliance standards
• Experience managing and developing large, multi-site teams
• Experience working with and managing supply chain partners
• Highly motivated with a track record of driving operational improvement and service innovation
• Excellent communication, presentation, and report-writing skills
• Strong IT skills, including Excel

Benefits

• Career progression within a growing company.
• Immediate access to “Opportunity” our internal Learning and Development platform.
• Training and upskilling available.
• HAPI App discounts and vouchers.
• Refer a friend scheme with up to £500 of rewards!
• Access to “CHROMA”,our internal colleague-led diversity and inclusion community - join a committee or take part in our events.
• Access to internal Mental Health First Aiders.
• Access to “Stream” giving you the ability to track your wages in real time and access 30% of your earned pay instantly*

*contract specific.

About The Company:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values -Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.

Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.

Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.

Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!

Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.