Key Account Director

ISS; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading workplace management company in Greater London seeks a Key Account Director to act as a strategic partner, leading a high-performing team and ensuring customer satisfaction. The candidate will be responsible for exceeding expectations and managing P&L accountability. Strong leadership skills and a proven track record in stakeholder engagement are essential for success in this pivotal role.

Benefits

Diverse and inclusive workplace

Opportunity for career development

Focus on corporate responsibility

Qualifications

• Proven experience in managing M&E infrastructure in complex technical environments.
• Strong knowledge of health and safety legislation and safe systems of work.
• Demonstrated ability to manage and develop high-performing technical teams.

Responsibilities

• Lead a high-performing, multidisciplinary team to deliver outstanding service.
• Drive P&L accountability, continuous improvement, and long-term customer retention.
• Manage customer relationships and deliver against contractual KPIs.

Skills

Customer relationship management

Stakeholder engagement

Leadership

Commercial awareness

Technical compliance management

Job description

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As Key Account Director, you will act as a strategic partner to our client, leveraging the global capabilities and scale of ISS to deliver innovation, value, and performance excellence.

Your deep understanding of the client’s business will enable you to lead a high-performing, multidisciplinary team to not only meet but exceed expectations.

You’ll ensure the delivery of outstanding service across all workstreams while also driving P&L accountability, continuous improvement, and long-term customer retention and growth.

This is a pivotal leadership role where your ability to build senior relationships, deliver operational excellence, and shape strategic outcomes will directly influence the continued success of both the account and ISS’s reputation in the public sector.

Key Responsibilities

• Demonstrable experience in managing customer relationships and delivering against contractual KPIs and service standards
• Proven track record of effective stakeholder engagement across internal and external audiences
• Strong leadership skills with the ability to motivate and develop teams, aligning them to customer and business objectives
• Experience in managing technical compliance across large estates, with a sound understanding of health, safety and regulatory requirements
• Skilled in subcontractor and supplier management to ensure quality, value for money and timely delivery
• Strategic thinker with experience in succession planning and team development
• Strong commercial awareness and understanding of facilities or technical service delivery

Professional and Personal Competencies/Qualifications

• Proven experience leading M&E infrastructure in complex technical environments
• Strong knowledge of health and safety legislation and safe systems of work
• Skilled in developing and implementing SOPs and EOPs for critical sites
• Demonstrated ability to manage and develop high-performing technical teams
• Confident in engaging with senior stakeholders and providing expert advice
• Strong understanding of compliance, risk management, and regulatory standards
• Track record of delivering large-scale infrastructure projects on time and on budget

UK The Company

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.

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

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.