Key Account Director - cluster

We are looking for a senior leader who will help ISS maintain its leading-edge position within the industry and strengthen our reputation with the customer.

As a member of the senior management team, the post holder will actively contribute to the efficiency, effectiveness and strategic direction of the business across a complex, high-profile client environment.

Key Responsibilities

Provide strong leadership across a cluster of Key Account Managers, empowering teams to deliver against customer, people and financial accountabilities.

Own and drive the strategic direction and governance of the account portfolio, ensuring effective implementation through regional delivery expectations and aligned stakeholder engagement.

Act as the primary escalation point for clients and Key Account Managers, managing complex issues and maintaining strong, trusted customer relationships.

Maintain full ownership of financial performance across the portfolio, ensuring budgetary control, profitability and P&L accountability.

Ensure robust measurement, reporting and governance of KPIs and SLAs, driving continuous improvement in service delivery and operational performance.

Support Key Account Managers in translating customer insights and business needs into relevant propositions, solutions and account development activity.

Lead audit, quality and control routines across the cluster, including gap analysis, corrective actions and technical operational audits on behalf of regional management.

Ensure the right competencies are in place to deliver the customer promise through recruitment, development, succession planning, and the effective use of in-country SMEs.

Drive Environmental, Health & Safety compliance and support energy efficiency, projects and change initiatives.

Proven gravitas with the ability to operate as a senior, credible leader in complex client environments.

Highly client-facing, with experience managing senior stakeholders and navigating political account landscapes.

Background within large American banking organisations or similarly heavily regulated environments (e.g. pharma).

Senior-level IFM contract management experience, with strong operational leadership capability.

Strong understanding of both technical services and soft services within IFM.

Polished, professional approach aligned to blue-chip and corporate environments.

Ability to navigate ambiguity, manage grey areas and balance client expectations effectively., Disability Confident
About Disability Confident
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ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

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.

We are proud to be 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.