Key Account Director

Job Description We are looking for a people-first leader who prioritises clients, colleagues, and suppliers to deliver measurable outcomes and long-term value. Reporting into the Key Account Portfolio Director or Managing Director, the KAD will play a pivotal role in optimising contract performance, embedding innovation and efficiency, and strengthening long-term client partnerships. Key Responsibilities Own and manage large, complex FM contracts across single or multiple sites, with full accountability for delivery and performance. Ensure all contractual deliverables, KPIs, and SLAs are consistently met or exceeded. Build and maintain strong, strategic relationships with senior client stakeholders, aligning service delivery with client objectives. Lead the delivery of all facilities services in line with contractual, legal, and regulatory requirements. Take full financial responsibility for the account, including budgeting, forecasting, cost control, and P&L performance. Drive operational efficiency and profitability through smart resource planning and innovation. Lead, develop, and mentor operational managers and wider teams to build high-performing, engaged workforces. Identify and deliver opportunities for service enhancement, contract renewal, and commercial growth. Professional and Personal Competencies/Qualifications Proven experience leading complex, high-value contracts, with responsibility for portfolios of up to £50m. Strong commercial acumen, including full P&L ownership, budgeting, forecasting, and margin improvement. Experience managing multi-site operations in fast-paced, ambiguous environments. Demonstrable success leading and developing large, diverse teams, including operational and supervisory employees. Strong understanding of contractual obligations, SLAs, and KPIs, with hands-on experience in performance monitoring and reporting. Robust knowledge of Health & Safety requirements, with the confidence to advise clients and ensure compliance across all operations. IOSH certification is desirable but not essential and can be obtained whilst in post. 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….