Who are we?
SPS is a global leader in Business Process Outsourcing (BPO), headquartered in Switzerland with operations worldwide. We partner with organisations across a wide range of industries to deliver smart, scalable onsite support and back-office solutions that drive efficiency and impact. Known for our innovation, agility and commitment to service excellence, SPS continues to redefine what’s possible in the world of BPO—helping clients stay ahead in an ever-evolving business landscape.
Job Purpose
As a National Account Manager you will be responsible for leading the overall client relationship and commercial performance of a large, strategic national account. This role owns and manages the account budget, ensuring delivery against financial targets while identifying opportunities to expand share of wallet. Acting as a trusted advisor, the National Account Manager sets and drives the account strategy, aligning SPS closely with both the client’s objectives and long-term organisational goals. They lead by example, providing direction and inspiration to internal teams to maintain high standards of service delivery and governance. The role requires regular UK travel and operates across a hybrid model of home working, office presence, and on-site client engagement to build strong, lasting partnerships. This role offers a competitive salary and bonus package.
Duties and Responsibilities
- Build and own senior client relationships to drive account performance and long-term growth
- Own and manage contracts, including full P&L accountability
- Deliver target margins through effective budget management, forecasting and financial control
- Define and execute account strategy aligned to client objectives and SPS long-term goals
- Drive revenue growth and expand share of wallet within the account
- Monitor KPIs and SLAs to ensure consistent service excellence and performance delivery
- Lead contract negotiations and manage commercial and service changes
- Lead, coach and develop site leadership teams to achieve performance targets
- Manage employee relations and drive engagement and retention
- Drive service innovation, continuous improvement and value creation
- Ensure strong governance, compliance and operational control across the account
- Oversee project delivery and proactively resolve client and operational issues
Experience
- Proven experience managing large, strategic client accounts with full P&L ownership
- Track record of delivering revenue growth and expanding share of wallet
- Experience leading multi-site or national service delivery teams
- Strong background in contract management, client negotiations and service optimisation
- Demonstrated success in driving KPIs/SLAs and operational performance
- Experience engaging and influencing senior stakeholders and client executives
- Exposure to BPO, document management and/or automation solutions is advantageous
Skills and Competencies
- Strong client focus with accountability for outcomes and performance
- Excellent commercial acumen and financial management capability
- Strategic thinker with the ability to translate strategy into execution
- Strong relationship management and influencing skills at senior levels
- Proven leadership capability with a focus on coaching, development and engagement
- Effective communication and presentation skills
- Strong negotiation and commercial deal-shaping capability
- Ability to drive continuous improvement and innovation
- Highly organised with the ability to manage multiple priorities
Equal Opportunities at SPS
We are proud of the progress we’ve made in building a truly inclusive workplace where Equal Opportunity is more than a principle, it’s a commitment in action. We have an ambitious equality, diversity and inclusion approach recognising that a more diverse workforce creates a richer and more varied working environment. Diversity drives innovation and enables us to deliver the highest quality service to our clients.
As part of our commitment to engage positively and proactively with all our employees and to ensure an inclusive culture, we have a growing range of employee led networks that support and amplify underrepresented voices across the business, including our Women and Gender Equality Network, LGBTQIA+ community, Neurodiversity and Disability Network, Wellbeing Group, Origins Network (focusing on race, ethnicity, religion and culture), Menopause Group, Domestic Abuse Support Network and Men’s Group. These initiatives are driving meaningful change, fostering awareness and helping create an environment where all our people can thrive and contribute with confidence.
We welcome and encourage applications from people of all backgrounds and are committed to building a diverse and inclusive workforce that reflects the communities we serve.
We are proud to be a Disability Confident employer. All applicants with a disability who fulfil the role criteria will be progressed to the next stage of the process. Please let us know what reasonable adjustment, if any, you require.
What You’ll Receive from us
No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions. This role offers a competitive salary and bonus package.
N.B. Some roles within SPS may involve manual handling tasks. While not all positions require this, where such duties are necessary, they will be undertaken in line with an individual’s physical capabilities. If you have a disability or health condition that may affect your ability to perform manual handling tasks, we encourage you to let us know at the interview stage. This will enable us to explore and, where appropriate, implement reasonable adjustments to support you in the role. SPS is committed to providing equal opportunities in all aspects of employment. We welcome applications from individuals regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation in line with the Equality Act 2010. Our commitment to inclusion applies throughout the employment journey, including recruitment, selection, training, progression and pay.
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