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Account Manager
Location: Didcot
Contract Length: 3 Months (Possibility of extension)
Working Arrangement: Office based position
SHEQ Statement
Our client is committed to leading its sector in sustainability. Employees have a collective responsibility to work in a sustainable and efficient manner, helping to minimise environmental impact while contributing benefits for clients, colleagues, and the wider community. Employees have a responsibility to work safely and avoid causing harm to themselves or others. All employees are expected to work within the organisation's Sustainability and Health & Safety policies and procedures.
General Overview
The site consists of manufacturing areas, clean rooms, laboratories, offices, and plant rooms. The nature of the business requires laboratory and manufacturing areas to meet clean room standards. The maintenance of HVAC equipment is critical to ensuring production and scientific operations remain fully operational at all times. This is a customer-facing role, ideally suited to an individual who leads by example and spends a significant amount of time actively engaging with the customer to ensure their requirements are consistently met.
Impact
Client & Stakeholder Management
- Lead stakeholder management across all client operational area owners, ensuring strong, collaborative relationships within Plant, Laboratory, and Manufacturing environments.
- Work in a proactive, collaborative manner to ensure all aspects of the service agreement between our client and Moderna are delivered with the required levels of professionalism, achieving contractual key deliverables.
- Maintain a customer-focused approach across all operational activities, nurturing and maximising client relationships.
- Actively gather and respond to customer feedback, using insights to refine service delivery and ensure evolving client requirements are consistently met.
- Promote an open, transparent, and solutions-driven management style, encouraging continuous improvement, professional development, and effective problem solving among team members and client stakeholders.
- Provide clear, influential communication through expert advice, leadership presence, and proactive participation in client management meetings, briefings, consultation forums, and formal correspondence.
- Deliver accurate and timely reporting, including monthly performance reports and ad hoc updates, ensuring visibility of operational performance, risk analysis, corrective actions, and improvement opportunities.
Operational Excellence
- Ensure full compliance with all statutory, regulatory, and contractual obligations across diverse stakeholder groups, ensuring safe, efficient, and legally compliant operations.
- Ensure all contractual commitments are achieved, meeting or exceeding SLA and KPI requirements as defined within the contract documentation.
- Guarantee timely completion of all PPM and reactive maintenance tasks, ensuring work is delivered in line with the maintenance specification and accurately recorded within the CAFM system.
- Review PPM job plans and recommend improvements to enhance asset reliability while minimising downtime.
- Ensure plant faults and defects are promptly resolved to maintain asset reliability and safeguard business-critical operations.
- Ensure all maintenance and operational activities are fully documented, providing clear evidence of task completion and compliance.
- Maintain adherence to ISO-aligned Quality Management Systems, ensuring all required records, processes, and audits are consistently maintained.
- Implement continuous improvement initiatives using best practice methodologies and technology solutions to optimise service delivery.
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Health & Safety
- Ensure all risks relating to safety, health, environment, and quality are effectively managed through risk assessments, PPE, training, and company procedures.
- Control and monitor the performance of specialist service providers and subcontractors.
- Operate and oversee the Permit to Work system, ensuring alignment with technical and SHEQ processes and client-approved procedures.
- Review monthly audit findings to verify legislative and contractual compliance across all service delivery streams, escalating issues where required.
People Leadership
- Lead, mentor, and develop the on-site multidisciplinary FM team, including engineering and administrative functions.
- Cultivate a high-performance culture built on accountability, collaboration, continuous improvement, and exceptional service delivery.
- Oversee effective resource planning, succession planning, and talent development.
- Ensure all contract positions are filled with competent, properly trained personnel possessing the required skills, qualifications, and experience.
- Ensure the professional image of our client is consistently upheld, presenting the business with integrity, competence, and excellence in all client interactions.
Commercial & Financial Management
- Maintain a strong commercial understanding of all contractual deliverables across the full-service scope.
- Minimise technical, financial, and health & safety risks by maintaining effective controls and a RAG status Risk Register.
- Manage costs effectively and maximise profitability while ensuring financial performance aligns with budget expectations.
- Monitor and control WIP and debt levels, ensuring timely billing and healthy cash flow.
- Manage and deliver against client-set financial budgets, providing accurate forecasting, variance analysis, and financial reporting.
- Ensure all monthly invoice applications are prepared accurately and submitted on time.
- Undertake any other duties as directed by the Account Director.
Impact
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As our client's representative and the main point of contact with the client, the importance of this role cannot be overstated. It is essential that all works are carried out in a cost-effective and timely manner while maximising revenue wherever possible.
- Ability to work under pressure
- Ability to manage customer and team expectations
- Ability to prioritise and organise
- Self-motivated
- Customer focused
- Able to work to tight deadlines
- Strong communication skills
- Ability to organise own workload
- Computer literate (Microsoft Outlook, PowerPoint, Word and Excel)
- Focus on maintenance and repair within agreed timeframes and customer requirements
- Primary on-site customer contact for technical installation and service issues
- Complete planned customer/site visits and resolve service requests
- Develop positive customer relationships and maintain accurate documentation of completed work
Complexity
- Delivery and management of planned preventative maintenance and reactive works
- Safe working environment for staff and subcontractors
- Team management and communication
- Profit and loss understanding
- Customer focus
- Successful management of all contracted FM services
- Compliance with Quality, Health & Safety policies
- Stakeholder relationship management
- Team development through effective leadership and motivation
- Champion continuous improvement and best practice
- Act as an ambassador for first-class customer service
- Ensure customer satisfaction is consistently met or exceeded
- Meet key stakeholders regularly and develop networking opportunities
- Ensure compliance with environmental and industry regulations
Qualifications & Experience
- Minimum of 10 years' facilities management experience at management level, preferably within the pharmaceutical or similarly regulated industry.
- Hard FM recognised technical qualification in a relevant engineering discipline.
- Experience managing FM within pharmaceutical or process-controlled environments.
- Knowledge of GxP and GMP.
- Strong leadership and people management skills.
- Experience developing and reviewing SOPs.
- Proficiency in CMMS/CAFM systems (Maximo preferred).
- Proficient in Microsoft Office (Excel, Word, Outlook and PowerPoint).
- Full UK driving licence.
- Excellent client relationship management skills.
- Self-motivated and able to work independently.
- Fluent written and spoken English.
- Ability to pass DBS vetting.
- Willingness to participate in an out-of-hours management on-call rota.
- Flexibility to work late when required.
Key Competencies
- Collaborating
- Commercial awareness
- Contributing
- Delivering results
- Developing others
- Financial awareness
If shortlisted, a recruiter from the team will contact you within 24–48 hours for an initial discussion. The call will come from a Manchester number (either 0161 or +44 161).
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