Job Description

Job Title: Account Director

Location: London

As Account Director, you will lead the delivery of exceptional facilities management services within a dynamic, multi-stakeholder environment. This role demands strategic oversight, operational excellence, and a strong focus on client satisfaction. You will foster a highly collaborative culture across diverse teams and partners, champion inclusion, and drive innovation to meet and exceed contractual and client expectations.

KEY DUTIES & RESPONSIBILITIES

Client Partnership & Relationship Management

• Build and maintain strong, trust-based relationships with client stakeholders, acting as a strategic advisor and ensuring alignment on objectives.
• Serve as the primary point of escalation for client concerns, resolving issues promptly and professionally.
• Attend and lead regular strategic meetings, presenting operational and financial updates with clarity and confidence.
• Collaborative Leadership & Team Development
• Create a culture of teamwork and shared accountability across internal teams, contractors, and suppliers.
• Promote diversity and inclusion within the workforce, ensuring equal opportunities for growth and development.
• Lead recruitment, onboarding, and succession planning for key roles, ensuring the team is equipped to deliver excellence.
• Provide coaching, mentoring, and performance feedback to managers and engineers, supporting career progression and engagement.
• Operational Excellence & Service Delivery
• Ensure all critical systems remain fully operational, minimizing risk to client business continuity.
• Oversee planned preventative maintenance and reactive works, ensuring timely completion and compliance with KPIs and SLAs.
• Implement best practices in health, safety, and environmental standards, embedding a culture of safety across all operations.
• Monitor and report on service performance, identifying trends and opportunities for continuous improvement.
• Financial & Commercial Management
• Take full accountability for P&L performance, ensuring budgets are met and identifying efficiencies without compromising service quality.
• Develop and manage financial forecasts, monthly reports, and variance analyses, presenting findings to senior stakeholders.
• Identify and deliver additional revenue opportunities through extra works and service enhancements.
• Innovation, Sustainability & Social Value
• Drive initiatives that enhance service delivery, sustainability, and social impact, aligning with client and company objectives.
• Explore and implement innovative solutions to improve efficiency and reduce environmental impact.

KNOWLEDGE & SKILLS

• Education: HNC/BTEC/Degree level preferred.
• Technical Expertise: Strong understanding of facilities management, including mechanical/electrical systems, compliance, and risk management.
• Experience: Proven track record in contract management, multi-disciplinary team leadership, and delivering operational excellence in complex environments.
• Attributes:

- Inclusive leadership style, promoting diversity and respect.

- High customer focus and ability to build strong relationships.

- Resilient under pressure, decisive, and solutions-oriented.

- Team player who thrives in a collaborative setting.