ISS Facility Services UK have a fantastic opportunity for an experienced Key Account Director (KAD) to lead one of their large, Financial Services accounts in London. This is an on-site based role, with the occasional need to travel to other sites in the UK.
It would be ideal if the successful candidate has previous experience of managing a full TFM Professional Services contract, or similar.
Job Overview
This is a pivotal senior leadership role responsible for driving high-performance outcomes across a complex, high‑profile banking contract. The Key Account Director will operate at a strategic level, ensuring service delivery aligns with customer values, leadership principles and agreed commercial objectives, while fostering a culture of strong leadership and accountability.
As a member of the senior management team, the post holder will play an active role in shaping the efficiency, effectiveness and strategic direction of the business. The role requires the ability to balance operational excellence with strategic oversight, building trusted client relationships and delivering sustainable, long-term value across the account portfolio.
Key Responsibilities
- Provide strong, visible leadership across a cluster of Key Account Managers, empowering teams to deliver against customer, people and financial objectives.
- Own and drive the strategic direction and governance of the account portfolio, ensuring effective implementation through aligned regional delivery and stakeholder engagement.
- Act as the primary escalation point for clients and Key Account Managers, resolving complex issues and maintaining strong, trusted customer relationships.
- Maintain full ownership of financial performance across the portfolio, including budgetary control, profitability and full 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 activities.
- Lead audit, quality and control routines across the cluster, including gap analysis, corrective actions and technical operational audits.
- Drive Environmental, Health & Safety compliance and support energy efficiency initiatives, projects and change programmes.
Person Specification
- Demonstrable senior-level Integrated Facilities Management contract management experience.
- Experience managing large professional services/financial services accounts, or similarly heavily regulated environments (e.g. pharmaceuticals).
- Proven gravitas with the ability to operate as a credible senior leader in complex, high-profile client environments.
- Strong client-facing background, with experience managing senior stakeholders and navigating politically complex accounts.
- Strong operational leadership capability across both technical and soft services within IFM.
- Polished, professional approach aligned to blue-chip and corporate client environments.
- Ability to manage ambiguity, navigate grey areas and balance competing client and commercial expectations effectively.
- Track record of developing capability through recruitment, development and succession planning
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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