Key Account Manager – Regional and Complex Labs

Job Description The successful candidate will be accountable to the Key Account Director and will line manage the integrated facility service team (hard and soft FM). This role will lead client relationships, staff welfare, service resilience and compliance, while driving continuous improvement, value for money and overall customer satisfaction. Key Responsibilities Ensure efficient and effective management of integrated facility operations, including planned and reactive maintenance, engineering systems and soft services Build strong, long-lasting relationships with stakeholders, becoming a trusted service partner Lead the contract management team in delivering and developing service solutions, identifying improvement opportunities Ensure compliance with all health and safety legislation and embed a strong safety culture within the team Maintain accurate and up-to-date data, reporting and documentation across maintenance, H&S and safe systems of work Ensure effective recruitment, training and development of placemakers Own and deliver contract budgets, financial targets and SLAs, ensuring commercial responsibility and cost control Manage customer queries and complaints in line with procedures, ensuring timely resolution Professional and Personal Competencies/Qualifications Management experience working in a Government or similar environment delivering integrated facility services Proven leadership and organisational skills with the ability to drive operational strategy and development plans Relevant FM qualifications Experience managing technical infrastructure, assets and engineering systems Experience delivering soft facility services Knowledge of relevant legislation, regulations and standards Strong stakeholder management skills Service and customer orientated with a commercial mindset 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….