This role is INTERNAL ONLY and at present we are not accepting external applications. If you are external and apply, your application will not be considered at this time. We are seeking a highly motivated Key Account Director to lead a significant account with a presence across the United Kingdom. This role is pivotal, requiring a dynamic leader who can oversee both the tactical and strategic development of the account while ensuring an exceptional workplace experience that aligns with ISS's vision of creating memorable moments and touchpoint-driven initiatives. As Key Account Director, you will be responsible for ensuring the delivery model continuously meets the customer's evolving needs. This includes managing resources effectively, nurturing key stakeholder relationships (both internal and external), overseeing compliance and risk, and implementing a robust communication and relationship strategy. A strong commercial acumen and business numeracy are essential, enabling you to align both the customer's goals and ISS's business objectives seamlessly. This account holds high strategic value for ISS, demanding a leader who thrives under pressure and can confidently engage with executive-level stakeholders. If you excel at balancing strategic vision with operational delivery and are committed to driving success, this is the role for you.
* Take responsibility for your work and actions to show you care
* Demonstrate honesty to show respect to colleagues, customers, and work
* Ensure entrepreneurship by taking corrective action where necessary
* Deliver quality service through day-to-day actions
* Communicate effectively at all levels with appropriate methods
* Foster unity through collaborative and inclusive working
* Overall responsibility for operational, commercial, and safety performance of a major Key Account Customer (~£44m revenue) across the UK
* Lead by example, motivate, and direct team and front-line placemakers
* Ensure a strong safety culture, adhering to company processes for risk assessment, training, safe working, accident reporting, and root cause analysis
* Effectively manage customer relationships to maintain regular contact and meet contractual service delivery expectations
* Strengthen customer relationships to support contract retention and development
* Successfully negotiate contract extensions to retain contracts and protect margins
* Degree educated or equivalent demonstrable industry experience
* Experience managing full IFM contracts with volume capital projects above base
* Experienced operational management professional in a high-value facility service environment across multi-site portfolios
* Highly numerate, literate, and well-presented
* Knowledge of key operational frameworks, including road maps, risk management, planned maintenance systems, quality systems, and health & safety legislation
* Ability to understand customer requirements and translate them into successful operational solutions
* Proficient IT skills, including Word, Excel, and PowerPoint
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. #ISSGreatPeople #ISSTalent #PeopleMakePlace 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. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
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