Key Account Manager

Iss-Facility-Service; Newcastle upon Tyne; On-site; GBP 60,000 - 90,000; Full time

Job summary

ISS UK Limited is seeking a Key Account Manager to lead delivery of integrated facilities management across a designated region, ensuring operational excellence, client satisfaction and sustainable growth. Reporting to the Key Account Director, you will coordinate across multiple sites and service lines to deliver safe, compliant, high-quality services.

You will drive continuous improvement, build strong client relationships, and provide leadership to regional teams overseeing both hard and soft

Qualifications

• Proven experience managing integrated hard and soft FM operations in complex environments.
• Strong technical background with compliance knowledge.
• Experience leading multi-site teams and managing budgets.

Responsibilities

• Lead operational performance across the regional portfolio, ensuring contractual KPIs and SLAs are achieved.
• Provide leadership, direction, and support to the Soft Services Manager, Technical Services Supervisor, and teams across the region.
• Act as the senior regional operational contact for the client, building collaborative and effective working relationships.
• Oversee the delivery of integrated hard and soft FM services across multiple sites.
• Ensure compliance with health and safety standards, audit requirements, and operational policies across the region.
• Coordinate service delivery across workstreams to maintain an integrated and efficient service.
• Manage regional operational performance, budgets, resource planning, and reporting requirements.
• Identify, implement, and monitor efficiency improvements, service enhancements, and gainshare opportunities.

Skills

Integrated FM leadership

Hard & Soft FM

Multi-site operations

Stakeholder management

Budget management

Job description

We are seeking a Key Account Manager to lead the successful delivery of integrated facilities management services across a designated region, ensuring operational excellence, client satisfaction, and sustainable growth.

Reporting to the Key Account Director, you will provide leadership, governance, and coordination across multiple sites and service lines, supporting operational teams to deliver safe, compliant, and high-quality services.

Job Description

We are looking for an experienced facilities management professional with a strong technical background, a solid understanding of soft FM services, and the ability to lead multi-site operations.

You will act as the senior regional operational lead, building strong client relationships and driving continuous improvement across the contract estate.

Key Responsibilities

• Lead operational performance across the regional portfolio, ensuring contractual KPIs and SLAs are consistently achieved.
• Provide leadership, direction, and support to the Soft Services Manager, Technical Services Supervisor, and operational teams across the region.
• Act as the senior regional operational contact for the client, building collaborative and effective working relationships.
• Oversee the delivery of integrated hard and soft FM services across multiple sites.
• Ensure compliance with health and safety standards, audit requirements, and operational policies across the region.
• Coordinate service delivery across workstreams to maintain an integrated and efficient service.
• Manage regional operational performance, budgets, resource planning, and reporting requirements.
• Identify, implement, and monitor efficiency improvements, service enhancements, and gainshare opportunities.

Professional and Personal Competencies/Qualifications

• Proven experience managing integrated hard and soft FM operations within a complex operational environment.
• Strong technical background with a sound understanding of compliance requirements and the ability to effectively manage technical teams.
• Good understanding of soft FM services and wider facilities management operations.
• Demonstrable experience leading multi-site operational teams and delivering services across multiple workstreams.
• Strong client relationship management skills, with experience engaging and influencing senior stakeholders.
• Ability to support project works, lifecycle activities, and larger-scale technical works alongside technical specialists.
• Experience managing operational budgets, resources, and performance metrics.
• Open to candidates from a variety of industry backgrounds with relevant FM expertise.

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. #Becomewhoyouwant, #Bepartofsomethingbigger,

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 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.

#facilitiesmanagement