ISS Facility Services UK
Key Account Manager (Soft FM)
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Key Account Manager
Location: North London
Position: Permanent, Full Time
ISS Facilities Services UK are seeking an experienced Key Account Manager, with a strong background of managing Soft FM services, to oversee and drive the successful delivery of facilities management contracts across a diverse portfolio of sites in North London.
Job Overview
The successful candidate will be responsible for managing one or multiple facilities management contracts with a combined value of up to £20 million, ensuring operational excellence, client satisfaction, and sustainable commercial growth across all assigned locations.
Reporting to the Key Account Portfolio Manager/Director, you will act as the key link between client requirements and operational delivery. You will build strong stakeholder relationships, drive continuous improvement, and ensure contracts are delivered safely, efficiently, and in line with all contractual obligations.
Key Responsibilities
- Manage one or multiple facilities management contracts with a combined value of up to £20 million.
- Ensure all contractual deliverables, KPIs, and SLAs are consistently achieved or exceeded.
- Act as the primary point of contact for assigned client accounts and key stakeholders.
- Build and maintain strong, collaborative client relationships based on transparency, trust, and long-term value.
- Lead the delivery of all facilities services in line with contractual, regulatory, and legal requirements.
- Ensure full compliance with health and safety legislation and promote a safety-first culture across all operations.
- Take responsibility for budget control, forecasting, cost management, and overall P&L performance.
- Lead, develop, mentor, and empower operational managers, supervisors, and frontline teams to deliver high performance.
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Person Specification
- Proven experience in a similar role
- Strong soft services facilities management experience.
- Demonstrable leadership and people management experience.
- Proven experience managing client-focused site operations.
- Strong stakeholder management skills with the ability to build and maintain effective relationships.
- Experience developing and mentoring operational managers and supporting succession planning.
- Robust understanding of Health & Safety requirements.
- Healthcare sector experience is advantageous but not essential
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The Company
ISS is a global leader in workplace and facilities management, helping organisations create environments where people and businesses can thrive. We partner with clients across sectors—from healthcare to finance—to deliver smart, sustainable solutions that improve everyday experiences.
We’re proud to be an inclusive employer, committed to diversity, wellbeing, and supporting the Armed Forces community.
As a Disability Confident employer, we’re committed to making our recruitment process accessible. If you require any adjustments, please contact our Resourcing Team—we’ll be happy to support you.
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