Account Manager

• To Support the National Contracts Manager overseeing the Management & long-term development of all services on the contract.
• To provide effective day to day management and direction to build strong and effective working relationships with our colleagues and stakeholders.
• Ensuring customer satisfaction through provision of a quality service as laid down in the contract specifications, KPI’s & SLA’s
• Ensure the daily requirements of the onsite client, covering cleaning, waste, security, catering, helpdesk and sub-contractor management.
• Manage HR, H&S, payroll with the support of account manager & supervision on sites

Client & Account Management

• Act as the primary point of contact for the client, building strong and trusted relationships
• Lead regular client meetings, performance reviews, and strategic planning sessions
• Ensure all contractual obligations and SLAs/KPIs are met or exceeded
• Identify opportunities for service improvement and account growth

Service Delivery Oversight

• Oversee day-to-day delivery of:
• Catering services
• Waste management and sustainability initiatives
• Security operations
• Cleaning and hygiene standards
• Helpdesk and reactive maintenance coordination
• Ensure services are delivered safely, efficiently, and in line with agreed standards
• Conduct site inspections and audits to maintain service quality

Subcontractor & Supplier Management

• Manage third-party suppliers and subcontractors across all service lines
• Monitor performance against KPIs and contractual agreements
• Lead supplier reviews and drive continuous improvement
• Ensure compliance with company policies, H&S regulations, and legal requirements

Financial & Commercial Management

• Manage account budgets, forecasts, and P&L responsibility
• Control costs and identify efficiencies without compromising service quality
• Support contract renewals, variations, and commercial negotiations
• Drive revenue growth through upselling additional services

Health, Safety & Compliance

• Ensure full compliance with health & safety legislation and company policies
• Promote a strong safety culture across all services and subcontractors
• Oversee risk assessments, method statements, and incident management

 Leadership & People Management

• Lead, develop, and inspire multi-disciplinary teams across catering, cleaning, security, helpdesk, and waste services
• Provide clear direction, coaching, and performance management to direct reports and service leads
• Conduct regular 1:1s, appraisals, and development planning to drive engagement and performance
• Foster a positive, inclusive, and high-performance culture across all service lines
• Manage employee relations issues, ensuring fair and consistent application of policies
• Drive team engagement, retention, and succession planning
• Ensure teams are trained, compliant, and aligned to client and business objectives

Key Skills & Competencies

• Strong stakeholder and relationship management
• Operational knowledge across multi-service FM delivery
• Commercial and financial acumen (P&L management)
• Supplier and contract management expertise
• Excellent problem-solving and decision-making skills
• Strong understanding of H&S and compliance requirements

Qualifications & Experience

• Proven experience in Facilities Management or Integrated FM roles
• Experience managing multiple service lines (soft services and/or total FM)
• Strong track record of managing subcontractors and client accounts
• IOSH/NEBOSH (preferred)

KPIs / Success Metrics

• SLA/KPI performance across all service lines
• Client satisfaction and retention
• Budget adherence and cost savings delivered
• Subcontractor performance and compliance
• Health & safety performance (e.g., incident rates)

Ideal Candidate Profile

A proactive and commercially minded FM professional who can balance client expectations with operational delivery, ensuring seamless integration of multiple services while driving continuous improvement.

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

✅Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.

🚀Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.

🙂 Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.

📝Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!

💰Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)