Regional Director (KAPD)
Contract: Healthcare
Location: Birmingham
Hours of work: 37.5
Contract Type: Permanent
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.
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.
Professional and Personal Competencies/Qualifications
- 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).
Equal Employment Opportunity
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. ISS is proud to be a diverse and inclusive employer. ISS is 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.
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