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Account Manager (Operational Lead)
Pier Walk, London
Shift Pattern: Mon–Fri, 40 hours per week
Salary: Competitive
How to Apply: Click the Apply button for application details.
Support: If you require additional assistance or adjustments during the recruitment process, email our Recruitment Department. We’re here to help!
Role Overview & Purpose
Act as the operational lead within ABM for a portfolio of contracts, fostering a "can do" culture through strong external customer relationships while proactively driving additional revenue.
Nurture an environment that encourages:
- Teamwork
- Creativity
- Wellbeing
- Diversity
Through strong leadership, role-modelling of ABM values, and excellent problem-solving skills. Responsibilities include:
- Preparing financial reports to evidence profitability and operational costs
- Managing IT platforms for contract delivery
- Establishing a collaborative culture and operational foundation for growth
As the Account Manager, provide leadership, direction, and support to Site Managers and operational teams across multiple contracts. The role holds accountability for:
- Operational performance and results
- Contractual obligations
- Commercial objectives
Align departmental and account plans with organisational strategy, prioritising resources efficiently to meet client and business needs. All decisions should balance:
- Commercial feasibility
- Resource availability
- Risk mitigation
- Organisational goals
Focus on strategic resource oversight, reducing costs, improving profitability, and refining end-to-end processes—including contract delivery and invoicing.
Act as a trusted client partner, fostering relationships to:
- Understand client objectives
- Align services with strategic goals
- Generate growth opportunities
Build long-term relationships and deliver operational excellence with innovative, sustainable solutions.
Key Responsibilities
Client Relationship Management
- Lead key stakeholder relationships as the primary operational/commercial contact.
- Comprehensive understanding of client business objectives, priorities, and challenges, aligning services accordingly.
- Conduct regular client & governance reviews reporting on:
- Operational performance
- Compliance
- Financial results
- Continuous improvement initiatives
- Maintain high client satisfaction via monitoring systems for feedback and service delivery.
- Manage client expectations and escalations, resolving them professionally and expeditiously.
- Identify synergistic opportunities to retain contracts and generate additional revenue through growth initiatives.
- Collaborate with the Business Development team to cross-sell/upsell.
- Promote ABM values, innovation, and service excellence in all interactions.
Leadership & People Management
- Provide visible leadership to Site Managers and operational teams, fostering:
- Accountability
- Engagement
- High performance
- Performance accountability across the entirety of the contract portfolio, ensuring teams deliver on outcomes.
- Ongoing people management through goal setting, performance plans, and annual reviews.
- Succession planning and employee development via structured career pathways and upskilling.
- Mentor technical staff, as well as overseeing:
- Probationary processes
- Disciplinary procedures
- Performance reviews (conducted in accordance with company policy).
- Monitor team performance, implementing corrective measures and coaching where needed.
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Operational & Resource Management
- Develop and execute account/departmental plans aligned with client goals and business priorities.
- Ensure optimal resource allocation to meet operational environments (including multi-site needs).
- Decision-making with efficient planning, change, and time management.
- Oversee operational performance with a focus on:
- Efficiency
- Profitability
- Service excellence
- Conduct regular Health & Safety reviews across the portfolio, ensuring full compliance.
- Drive continuous improvement to enhance:
- Customer experience
- Operational efficacy
- Financial outcomes
Technical Support
- Provide technical input to contract management with expertise in:
- Design solutions
- Process optimisation
- Project standardisation
- Suggest alternative technical solutions for improved efficiency, reusability, and lifecycle flexibility.
Commercial & Financial Management
- Full Profit & Loss responsibility for the allocated contract portfolio.
- Opportunity tracking and development of new business pipelines.
- Performance reporting (monthly, weekly, quarterly, and annual).
- Cross-functional collaboration with Business Development for pipeline growth.
- Drive cost-reduction and operational improvements while maintaining service excellence.
- Skilled multi-level communication and stakeholder influence to secure exemplary results.
Requirements
Essential
- Technical background in M&E (Mechanical & Electrical) sector.
- Proven track record of leading relationships with high-end service providers.
- Experience in managing organizations, including:
- Multi-disciplinary operational teams in service-driven environments.
- Multiple contracts and associated stakeholders.
- Strong skills in client relationship management and stakeholder engagement.
- Self-driven, with decisive judgement capabilities.
- Strength in leadership across all business levels.
- Commercial awareness & strong business acumen.
- Experience in delivering operational, strategic, and account plans in fast-paced environments.
- Management of resources and multi-site teams.
- Proficient in MS Office, Excel (analytics), and PowerPoint, including pivot tables and advanced formulae.
- Knowledge of industry trends, high-net-value clients, and outsourcing partnerships.
- Awareness of ISO 9001 (Quality) and ISO 50001 (Energy Management) standards.
- Demonstrated capability to drive operational efficiency, customer satisfaction, and extract commercial value.
Desirable
- Recognised Project Management qualification (e.g., Prince2, PRINCE2 Agile).
- Expertise and commitment to sustainability and contemporary environmental initiatives.
Behaviours & Competencies
AMB fosters the following principled behaviours:
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- Supportive & collaborative, championing a partnering culture.
- Exceptional communication and exceptional interpersonal skills.
- Client-first mindset, fable to cultivate long-term, automated business relationships.
- Strong leadership & coaching across all levels—fairness, clarity, and development-focused management.
- Commercially informed decision-making.
- Influence as a key stakeholder manager, adept at presenting arguments persuasively.
- Future-facing, able to translate business goals directly into operational strategies.
- Proactive problem-solving, with agility under pressure.
- Conscientious attention to compliance and safety requirements.
- A continuous-improvement culture, championing innovation and service differentiation.
- Accountable, showcasing resilience and sound judgement under temporary or prolonged stress.
Additional Considerations
- Travel: UK-wide site visits are necessary.
- Driving licence: A full UK driving licence is essential.
Why Join Us?
Benefits Package
At ABM, we offer an extensive benefits programme, including:
- 24/7 GP Access: Medical consultations available for you and your immediate family at home.
- Mental Health Support and Life Event Counselling: Confidential, professional guidance
- Health & Wellbeing: Get Fit programs supporting physical and mental wellness.
- Financial & Legal Support: Personalised tax, financial, and legal advice.
- Cycle to Work Scheme: Hazards-free commuting subsidies.
- Access Perks at Work: Our employee app enables:
- Discounts & cashback on numerous brands and services.
- Life tools (family planning, education, career, and money).
- URGENT SERVICE: 24/7 confidential coaching for urgent personal crises.
For deeper insights into ABM’s benefits, visit our website.
About ABM
ABM (NYSE: ABM) is a beacon of global facilities management, serving over 100,000 professionals worldwide. Daily, our teams ensure environments are cleaner, safer, and more efficient, delivering a superior occupant experience.
Our expertise spans commercial real estate, aviation, mission-critical operations, and manufacturing/distribution—serving some of the world’s most established brands. With $8bn+ in annual revenue, we are instrumental in innovating smart, sustainable solutions.
Driven by our fluid purpose statement, “We deliver essential services in spaces that make life better,” we invest in future-ready technologies to:
- Address global challenges
- Build healthier, resilient working environments
- Advance towards a more inclusive, accessible world
At ABM, we are committed to an equitable future: driving possibility, together.
Equality & Diversity Commitments
We champion inclusive recruitment practices, ensuring absolute fairness to progression for:
- All protected characteristics (age, disability, gender reassignment, pregnancy & maternity, religion/belief, race, sex/marriage, and social background).
- Applicants and employees covering armed forces service.
ABM is proud to be a Recognised Employer within the Armed Forces Covenant.
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