Account Manager

ISS; City of Westminster; On-site; GBP 70,000 - 100,000; Full time

Job summary

ISS in London seeks a Key Account Manager to oversee facilities management contracts across multiple sites, delivering operational excellence and sustainable growth. You will manage portfolios worth up to £20 million, act as the main client contact, and drive continuous improvement while aligning operations with contractual and safety standards.

The ideal candidate brings strong leadership, stakeholder management, and a proven track record in facilities management, with a full UK driving licence

Qualifications

• Proven experience within the service industry.
• Strong soft services facilities management experience.
• Previous facilities management or related operational experience desirable but not essential.
• Demonstrable leadership and people management experience.
• Proven experience managing client-focused site operations.
• Strong stakeholder management skills with the ability to build and maintain effective relationships.
• Experience developing and mentoring operational managers and supporting succession planning.
• Robust understanding of Health & Safety requirements.
• Healthcare sector experience is advantageous but not essential.
• Must hold full UK driving licence.

Responsibilities

• Manage one or multiple facilities management contracts with a combined value of up to £20 million.
• Ensure all contractual deliverables, KPIs, and SLAs are consistently achieved or exceeded.
• Act as the primary point of contact for assigned client accounts and key stakeholders.
• Build and maintain strong, collaborative client relationships based on transparency, trust, and long-term value.
• Lead the delivery of all facilities services in line with contractual, regulatory, and legal requirements.
• Ensure full compliance with health and safety legislation and promote a safety-first culture across all operations.
• Take responsibility for budget control, forecasting, cost management, and overall P&L performance.
• Lead, develop, mentor, and empower operational managers, supervisors, and frontline teams to deliver high performance.

Skills

Stakeholder management

Leadership

People management

Health & Safety

Facilities management

Client relationships

Job description

We are seeking a Key Account Manager to oversee and drive the successful delivery of facilities management contracts across a diverse portfolio of sites in London.

Managing portfolios worth up to £20 million, you will ensure operational excellence, client satisfaction, and sustainable commercial growth while delivering outstanding service across all locations., We are looking for a relationship-focused leader who can connect client needs with operational capabilities, fostering strong partnerships with clients, colleagues, and supply chain partners.

Reporting to the Key Account Portfolio Manager/Director, you will play a key role in driving continuous improvement, operational success, and long-term value for all stakeholders.

Key Responsibilities

• Manage one or multiple facilities management contracts with a combined value of up to £20 million.
• Ensure all contractual deliverables, KPIs, and SLAs are consistently achieved or exceeded.
• Act as the primary point of contact for assigned client accounts and key stakeholders.
• Build and maintain strong, collaborative client relationships based on transparency, trust, and long-term value.
• Lead the delivery of all facilities services in line with contractual, regulatory, and legal requirements.
• Ensure full compliance with health and safety legislation and promote a safety-first culture across all operations.
• Take responsibility for budget control, forecasting, cost management, and overall P&L performance.
• Lead, develop, mentor, and empower operational managers, supervisors, and frontline teams to deliver high performance.
• Proven experience within the service industry.
• Strong soft services facilities management experience.
• Previous facilities management or related operational experience desirable but not essential.
• Demonstrable leadership and people management experience.
• Proven experience managing client-focused site operations.
• Strong stakeholder management skills with the ability to build and maintain effective relationships.
• Experience developing and mentoring operational managers and supporting succession planning.
• Robust understanding of Health & Safety requirements.
• Healthcare sector experience is advantageous but not essential.
• Must hold full UK driving licence.

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.

#Becomewhoyouwant, #Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

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), gender, religion or belief, sex, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

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.