Account Manager

Wates Group; Leeds; On-site; GBP 45,000 - 65,000; Full time

Job summary

Wates Group in Leeds is seeking an experienced Account Manager to lead the delivery of facilities management services across a multi-site portfolio. You will build strong client relationships, oversee hard FM delivery and ensure high standards of service.

The role focuses on achieving contractual KPIs and cost controls, guiding operational teams, and identifying opportunities for improvement and growth while maintaining excellent customer satisfaction.

Qualifications

• Experience with FM contracts or large service delivery operations.
• Strong client relationship management skills.
• Commercial awareness with budgets and financial performance.

Responsibilities

• Lead the delivery of FM services across a multi-site portfolio.
• Build and maintain strong relationships with key stakeholders and customers.
• Ensure contractual KPIs, SLAs and performance targets are achieved.
• Manage budgets, financial performance, and cost controls across the account.
• Drive service excellence and continuous improvement initiatives.
• Lead and support operational teams, promoting a high-performance culture.
• Monitor compliance with Health & Safety, statutory and company requirements.
• Oversee subcontractor performance and contract compliance.
• Produce and present operational and performance reports.
• Identify opportunities to enhance service delivery and add value for customers.
• Support business retention and growth activities as required.

Skills

Client relationship management

Leadership

KPI & SLA management

Commercial awareness

Contract management

People management

Stakeholder management

Communication skills

Problem solving

Job description

WPS - FM

Location: Leeds

About The Role

We are looking for an experienced Account Manager to lead the delivery of Facilities Management services across a diverse University portfolio in Leeds.

This is an exciting opportunity for a commercially focused FM professional who excels at building strong client relationships, leading operational teams and ensuring high standards of service delivery. You'll be responsible for overseeing the successful delivery of hard FM services, driving performance, ensuring compliance and maintaining exceptional customer satisfaction.

As the key point of contact for your portfolio, you'll work closely with operational teams and stakeholders to ensure contractual commitments are met while identifying opportunities for continuous improvement and business growth.

Key Responsibilities

• Lead the delivery of FM services across a multi-site portfolio.
• Build and maintain strong relationships with key stakeholders and customers.
• Ensure contractual KPIs, SLAs and performance targets are achieved.
• Manage budgets, financial performance, and cost controls across the account.
• Drive service excellence and continuous improvement initiatives.
• Lead and support operational teams, promoting a high-performance culture.
• Monitor compliance with Health & Safety, statutory and company requirements.
• Oversee subcontractor performance and contract compliance.
• Produce and present operational and performance reports.
• Identify opportunities to enhance service delivery and add value for customers.
• Support business retention and growth activities as required.

About You

We're looking for a confident and customer-focused Account Manager with a technical background and proven track record within Facilities Management.

You’ll Have

• Previous experience managing FM contracts, accounts, or large service delivery operations.
• Strong client relationship management skills
• Commercial awareness with experience managing budgets and financial performance.
• Excellent leadership and people management capabilities
• Strong understanding of KPI and SLA management
• Knowledge of Health & Safety and compliance requirements within FM environments
• Excellent communication, negotiation and stakeholder management skills
• The ability to manage multiple priorities in a fast-paced environment.
• A proactive, solution-focused approach

Desirable

• IWFM, IOSH, NEBOSH or relevant industry qualifications
• Experience managing multi-site service delivery contracts.
• Experience working within property services or facilities management sectors.

Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre‑employment checks.

• To learn more about the checks included in this process, please click on the following link: National Security Vetting