TFM - Key Account Manager

Grosvenor Services; Dublin; On-site; EUR 65,000 - 90,000; Full time

Job summary

Grosvenor Services is seeking an experienced TFM Key Account Manager to oversee a portfolio of client contracts across Leinster. This role is hands-on and client-facing, with a strong focus on hard and soft services, day-to-day operations, and managing subcontractors while supporting onsite teams.

You will be responsible for service delivery, client relationships, contract performance and commercial management across your portfolio, including cleaning, front of house and workplace support

Qualifications

• At least five years' experience in soft services, facilities management or multi-site contract management.
• Experience managing client relationships, onsite teams, supervisors and external service providers.
• Strong organisational, communication and reporting skills, with a practical and customer-focused approach.
• Commercial awareness, including budgets, quotations and contract performance.
• Full driving licence and ability to travel between client sites across Dublin.

Responsibilities

• Oversee day to day operations across a portfolio of client sites, including hard and soft services.
• Support and manage onsite supervisors and teams, ensuring staffing, service coverage and high standards.
• Carry out regular site visits, inspections and service reviews, addressing issues promptly and following through on actions.
• Support event requirements, workplace changes and industrial or specialist cleaning activities with operational teams.
• Act as main day to day contact for clients, building relationships and handling queries and escalations.
• Monitor KPIs, SLAs, audits and action plans; prepare monthly reports and QBRs.
• Identify opportunities to improve service standards, workplace experience and client satisfaction.
• Manage contract budgets, costs and profitability; coordinate quotations, work orders and variations.
• Oversee performance of subcontractors and delivery of planned maintenance; monitor supplier actions.
• Coach onsite supervisors, promote safety, and drive improvements including digital reporting tools.

Skills

Client relationship management

Team leadership

Organisational skills

Reporting skills

Commercial awareness

Travel between sites

Full driving licence

Tools

CAFM/CMMS systems

Client reporting portals

PPM coordination tools

Job description

About Grosvenor Services

Grosvenor Services has been delivering facilities management solutions for over 64 years, supporting clients across Ireland, the UK and the USA. Our services include cleaning, front of house (reception), workplace support and mechanical and electrical services.

About The Role

We are looking for an experienced TFM Key Account Manager to manage a portfolio of client contracts across Leinster. This is a hands on, client facing role with a strong focus on Hard and Soft Services, day-to-day operations, managing subcontractors and supporting onsite teams.

You will be responsible for service delivery, client relationships, contract performance and commercial management across your portfolio. This includes overseeing cleaning, front of house (reception) and workplace support services, alongside managing appointed Hard and Soft Services teams to ensure contractual obligations and service standards are consistently met.

Key Responsibilities

Operational & Soft Services Management

• Oversee day to day operations across a portfolio of client sites, including hard and soft services.
• Support and manage onsite supervisors and teams, ensuring appropriate staffing, service coverage and consistently high standards.
• Carry out regular site visits, inspections and service reviews, addressing issues promptly and following through on actions.
• Support event requirements, workplace changes and industrial or specialist cleaning activities in conjunction with operational teams.

Client Relationships & Performance

• Act as the main day to day contact for clients, building positive working relationships and managing queries and escalations.
• Monitor contractual KPIs and SLAs, service audits and action plans across the portfolio.
• Prepare and present monthly reports, client updates and Quarterly Business Reviews (QBRs).
• Identify opportunities to improve service standards, workplace experience and client satisfaction.

Commercial & Contract Management

• Manage contract budgets, costs and profitability, working with the Head of TFM on key commercial matters.
• Prepare and coordinate quotations, additional works, purchase orders and contract variations.
• Identify opportunities for efficiencies, service enhancements and organic contract growth.

Suppliers & Planned Maintenance

• Manage the performance of all appointed Hard and Soft Services subcontractors, ensuring contractual requirements and agreed service standards are achieved.
• Oversee the delivery of planned preventative maintenance (PPM), reactive maintenance and associated works through appointed service providers.
• Monitor supplier performance, quotations, outstanding actions and completion of works, ensuring issues are addressed promptly.

People, Safety & Continuous Improvement

• Coach and support onsite supervisors, encouraging accountability, training and a positive team culture.
• Work with operational and HSEQ colleagues to maintain safe working practices, appropriate records and timely corrective actions.
• Drive practical innovations and improvements, including the rollout and effective use of the Client Portal and digital reporting tools.

Essential

Experience & Skills

• At least five years' experience in soft services, facilities management or multi site contract management.
• Experience managing client relationships, onsite teams, supervisors and external service providers.
• Strong organisational, communication and reporting skills, with a practical and customer-focused approach.
• Commercial awareness, including budgets, quotations and contract performance.
• Full driving licence and ability to travel between client sites across Dublin.

Desirable

• Experience in a TFM environment.
• Familiarity with PPM coordination, CAFM/CMMS systems and client reporting portals.
• IOSH or similar health and safety training.

What We're Looking For

Someone who enjoys being close to the operation, takes ownership of client accounts and supports teams to deliver a reliable, high-quality service. You will be confident dealing with clients and suppliers, comfortable with the commercial side of the role and proactive in finding better ways of working.

If this sounds like the right opportunity for you, we would love to hear from you.