REGIONAL DIRECTOR (KAPD)
Contract: Healthcare
Location: Birmingham / West Midlands
Hours of work: 37.5
Contract Type: Permanent
ISS is recruiting a Regional Director to join its growing Healthcare segment.
Job Description
The Regional Director (KAPD) is responsible for leading the development and performance of the region across customer relationships, service delivery, business performance, safety, people engagement, and sustainable growth.
This is a permanent, full-time leadership role focused on driving operational excellence, customer satisfaction, commercial performance, and sustainable growth across a portfolio of healthcare accounts.
Working within the framework of the Reimagining Healthcare Strategy (RHS), the role supports the NHS 10-Year Plan by ensuring high-quality, customer-focused service delivery and strategic account development.
Key Responsibilities
- Lead a portfolio of Key Account Managers, Key Account Directors, and/or Key Account Portfolio Managers, ensuring full ownership of customer accountabilities, including leadership of people, operational delivery, and financial performance (P&L).
- Maintain strategic customer focus by ensuring customer information is accurately structured, accessible, and maintained within CRM systems and other ISS business tools, with visibility across the portfolio.
- Lead, mandate, and monitor the effective use of the ISS Account Development Process and associated account plans across the region.
- Support teams in translating customer insights and business intelligence into relevant service propositions and solutions.
- Drive and monitor continuous stakeholder engagement to ensure alignment between customer stakeholders and internal teams, using the account development plan as the central focus.
- Promote high levels of engagement through clear, tangible, and consistent communication across all teams.
- Ensure compliance with all safety, governance, and operational standards within critical healthcare environments.
- Contribute to the ongoing growth and strategic direction of the Healthcare segment across the region.
About You
- Proven experience leading senior managers / leaders (not just teams), with accountability for performance through others.
- Hard FM experience OR PFI experience (one is mandatory).
- Background in FM, service-led, or supplier-managed environments.
- Experience operating within a large, complex matrix organisation, balancing multiple stakeholder expectations and central support functions.
- Several years’ experience in customer relationship management, including sales and/or consultancy-led engagement.
- Strong experience in budgeting, financial management, reporting and performance management.
- Demonstrable experience managing SLAs, KPIs and service performance frameworks.
- Confident and experienced MS Office user (reporting, analysis, presentations).
- Must hold full UK driving licence – travel to client sites 3 days per week (car/car allowance provided).
The Company
ISS is a global leader in workplace and facilities management, helping organisations create environments where people and businesses can thrive. We partner with clients across sectors—from healthcare to finance—to deliver smart, sustainable solutions that improve everyday experiences.
We’re proud to be an inclusive employer, committed to diversity, wellbeing, and supporting the Armed Forces community.
As a Disability Confident employer, we’re committed to making our recruitment process accessible. If you require any adjustments, please contact our Resourcing Team—we’ll be happy to support you.
Join ISS and be part of something bigger.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing
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