Key Account Director

ISS; Matlock; On-site; GBP 125,000 - 150,000; Full time

Job summary

A leading facility management company in Matlock seeks a Key Account Director to act as the primary liaison with clients, managing service delivery and driving continuous improvement. The ideal candidate will have significant experience in managing large teams and multiple clients in unionised environments, with strong communication skills. This role offers a unique opportunity to make an impact in a company committed to diversity and inclusion.

Qualifications

• Strong experience working in heavily unionised environments.
• Familiar with KPI and penalty-based performance schemes (critical requirement).
• Facilities Management (FM) background preferred, but not essential.

Responsibilities

• Develop and maintain the Account Development Plan, managing key stakeholders.
• Lead delivery of Soft and Hard FM services, ensuring contract compliance.
• Manage client relationships and drive continuous improvement and innovation.
• Monitor financial performance, reporting, and risk mitigation to optimise profitability.
• Drive sales opportunities and focus on customer retention.

Skills

Experience managing large teams

Proven ability to manage multiple clients simultaneously

Excellent communication skills

Strong financial acumen

Job description

Overview

The Key Account Director acts as the primary liaison between ISS and the client, with full accountability for both the strategic direction and operational performance of the contract. This role ensures service delivery consistently meets contractual requirements, while also driving continuous improvement, innovation, and value creation. By identifying and managing opportunities for contract development, growth, and long-term retention, the Key Account Director plays a critical role in strengthening client relationships and ensuring sustainable success for both parties.

Responsibilities

• Develop and maintain the Account Development Plan, managing key stakeholders
• Lead delivery of Soft and Hard FM services, ensuring contract compliance
• Manage client relationships and drive continuous improvement and innovation
• Oversee staffing, resource balance, and team development
• Monitor financial performance, reporting, and risk mitigation to optimise profitability
• Drive sales opportunities and focus on customer retention
• Provide leadership to Site Managers, ensuring compliance with policies and budget control

Qualifications and Competencies

• Experience managing large teams
• Proven ability to manage multiple clients simultaneously
• Strong experience working in heavily unionised environments
• Excellent communication skills at all levels
• Familiar with KPI and penalty-based performance schemes (critical requirement)
• Strong financial acumen
• Facilities Management (FM) background preferred, but not essential

About ISS

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.