Key Account Director

Contract: Education

Location: Newcastle, NE4 7SA

Hours of work: 40

Contract Type: Permanent

We are seeking a Key Account Director to lead the successful delivery of complex, high-value facilities management contracts across a diverse multi-site portfolio.

Based in Newcastle, with oversight of sites in Carlisle, Lewisham, Suffolk and Kidderminster, you will be responsible for ensuring operational excellence, client satisfaction and sustainable commercial growth across contracts with a combined value of up to £50 million.

Job Description

Reporting to the Key Account Portfolio Director or Managing Director, the Key Account Director will play a pivotal role in optimising contract performance, identifying opportunities for innovation and continuous improvement, and strengthening long-term client partnerships.

Adopting a people-first approach, you will work closely with clients, colleagues and suppliers to deliver measurable outcomes, enhance service delivery and support the long-term success and retention of key accounts.

Key Responsibilities

Manage large, complex facilities management contracts across one or multiple sites, with a combined contract value of up to £50m.

Ensure contract deliverables, KPIs, and SLAs are consistently met or exceeded.

Lead the delivery of facilities services, including cleaning, maintenance, and security, in line with contractual and legal obligations.

Build and maintain strategic client relationships, aligning service delivery with client objectives and business goals.

Take financial responsibility for accounts, including budget control, forecasting, cost management, and P&L performance.

Lead, develop, and empower large, diverse operational teams, including managers, supervisors, and frontline employees.

Identify and implement opportunities for innovation, efficiency, service development, and commercial growth.

Ensure compliance with health and safety requirements, promoting a safety-first culture across all operations.

Professional and Personal Competencies/Qualifications

Strong technical facilities management background, including experience managing hard FM services and a good understanding of M&E operations.

Working knowledge of soft FM services and integrated facilities management environments.

Proven experience leading complex, high-value contracts within facilities management or a related service industry.

Strong commercial acumen with the ability to operate strategically in fast-paced and evolving environments.

Demonstrable experience leading large, diverse teams and developing operational leaders.

Strong understanding of Health & Safety legislation, contractual obligations, SLAs and KPIs.

Experience building and maintaining strategic relationships with senior client stakeholders.

Strong financial management capability, including P&L ownership, budgeting, forecasting and margin improvement.

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,

#aplacetobeyou,

#facilitiesmanagement

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.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com

To find out more about what we do go here - https://www.uk.issworld.com/