JOB TITLE: Strategic Account Director

LOCATION: London, EC2R 8DQ

CONTRACT: Permanent

SALARY: Competitive

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ROLE OVERVIEW AND PURPOSE  

Provide strategic and operational leadership of ABM's flagship APS account, covering both hard and soft services across a national portfolio of more than 40 sites with annual account revenue exceeding £20 million. Be accountable for the overall performance of the account, translating ABM business priorities and the client's operational requirements into an integrated account strategy and delivery plan.

Lead through General Managers, Service Line Directors and the Portfolio Operational Performance Manager, directing resources and building management capability to deliver safe, consistent and commercially sustainable services. Act as ABM's senior account lead, owning strategic client relationships, account governance, retention and profitable growth.

Be jointly accountable with Finance for developing and maintaining the account P&L, budget and forecasts in line with business financial-year goals. Finance retains ownership of the overall P&L and financial reporting process; the Strategic Account Director is responsible for operational plans, decisions and corrective actions needed to deliver the agreed financial outcomes.

KEY RESPONSIBILITIES

Account Leadership and Management

· Set and execute the account business plan across hard and soft services, contributing to wider business strategy and aligning account priorities with the VP Operations, Technical Solutions.

· Provide leadership and direction through General Managers, Service Line Directors and the Portfolio Operational Performance Manager. Set objectives, review results and hold the management team accountable for delivery across the portfolio.

· Determine operational priorities and resource deployment within approved budgets and delegated authority. Align service lines and sites to a consistent operating model while addressing local client requirements.

· Build a capable management team through performance management, succession planning, coaching and development. Promote teamwork, wellbeing, inclusion and ABM values throughout the account.

Strategic Client Leadership

· Own senior client relationships and the account engagement plan, understanding the client's business objectives, operational priorities, investment plans and sustainability goals.

· Lead strategic and operational governance with the client, presenting performance, financial and improvement information with clear actions and ownership. Take accountability for escalations and sustained recovery.

· Protect client confidence and account retention through consistent delivery, credible commitments and proactive engagement with relevant ABM enterprise and international account stakeholders.

Financial and Commercial Accountability

· Jointly develop, maintain and deliver the account P&L, annual budget and rolling forecasts with Finance, aligning revenue, margin, operating profit and cost plans to business financial-year goals.

· Own operational performance against the financial plan. Review labour, productivity, subcontractor and other operating costs, investigate variances and implement corrective action with accountable managers.

· Maintain accurate operational inputs to forecasts and financial reporting. Work with Finance to validate assumptions, recognise delivery risks and monitor the financial effect of account decisions.

· Oversee the operational controls supporting timely and accurate invoicing, change control, cost recovery and debt resolution. Work with Commercial and Finance to manage service-credit exposure and protect contractual entitlement.

· Ensure growth and efficiency proposals have a sound commercial basis, including delivery costs, resource requirements and risk. Seek approval for pricing, contractual changes and commitments outside delegated authority.

Operational Delivery and Assurance

· Be accountable for integrated hard and soft service performance across the portfolio, ensuring managers deliver contractual scope, service levels, quality standards and agreed client outcomes.

· Maintain account governance for health, safety, statutory compliance and risk, supported by QHSE and technical specialists. Ensure competent resources, appropriate assurance and timely closure of audit findings and corrective actions.

· Direct mobilisation, projects and operational change through the management team, ensuring adequate planning, resources, client communication and handover into sustainable service delivery.

· Use the Portfolio Operational Performance Manager and account data to identify trends, validate performance and drive improvement. Ensure reporting and completion evidence are accurate and support effective decisions.

· Coordinate service continuity and incident response across the account. Lead recovery of material service failures and ensure lessons are embedded in management routines and controls.

Growth and Continuous Improvement

· Own the account development and retention plan, identifying additional services, projects and opportunities across the clients estate. Work with Business Development, Commercial and operational specialists to convert opportunities into profitable work.

· Drive productivity, self-delivery and supplier improvements with the relevant business functions. Validate financial benefits with Finance while protecting safety, compliance and service performance.

· Develop practical innovation and sustainability proposals linked to the clients priorities, with measurable client and business benefits and clear implementation ownership.

Decision Making and Authority

Hold accountability for operational decisions across the account within approved budgets, company policy and delegated authority. Consult Commercial and the VP Operations, Technical Solutions as appropriate to the decision, and escalate material financial, contractual, safety or reputational risks. Obtain approval for commitments outside delegated limits and specialist advice where required.

Requirements

· Proven senior leadership of a substantial national account or portfolio delivering both hard and soft facilities services, with experience of complex client environments and multiple sites.

· Experience leading through senior managers, setting direction across service lines and holding a management team accountable for operational, people and financial outcomes.

· Demonstrable accountability for account financial performance, including joint budget development, forecasting, margin improvement, operational cost control and delivery against annual business goals.

· Strong commercial judgement and understanding of contract scope, service levels, change control, risk and the relationship between delivery decisions and profitability.

· Experience owning senior client relationships, leading governance and negotiations, resolving escalations and securing account retention and profitable growth.

· Ability to make operational decisions independently within delegated authority, prioritise competing demands and engage Commercial, Finance and the VP effectively on material decisions.

· Experience driving performance improvement, mobilisation and organisational change, with evidence that improvements have been sustained across teams and sites.

· Working understanding of safety, statutory compliance and assurance responsibilities across hard and soft services, including when to involve authorised technical and QHSE specialists.

· Strong communication, negotiation, planning and problem-solving skills. Confident using financial and operational data, CAFM and reporting systems, and MS Office to support decisions.

QUALIFICATIONS

Relevant management, facilities management or business qualification, or equivalent professional experience demonstrating the capability to lead an account of this scale and complexity.

DESIRABLE

· Recognised project management qualification.

· Relevant professional membership or chartered status.

· Experience of logistics, distribution or other demanding operational estates, and practical knowledge of sustainability and service innovation.

Benefits

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.