Role Description To provide strategic and hands-on leadership across the contract, ensuring excellent operational delivery, strong people leadership, and a consistently outstanding experience for clients and workplace users. Working Pattern - Monday to Friday. - Requirement to be flexible to meet needs of business. Key Responsibilities - Operational & Contract Leadership: - Provide visible, hands-on leadership across all aspects of contract delivery, with an active presence in operations to ensure service excellence and consistency. - Hold full budgetary, commercial and operational accountability for the contract, ensuring financial performance aligns with service quality and client expectations. - Ensure all services are delivered in full compliance with statutory requirements, KPIs and SLAs, proactively addressing risks and operational challenges. - Maintain oversight of critical assets, engineering frameworks and service delivery models to protect, optimise and enhance client assets. - People Management & Development: - Lead, develop and motivate a multi-disciplinary management and frontline team, fostering high engagement, capability growth and succession planning. - Embed a strong performance culture through clear objectives, regular coaching, feedback and development planning at all levels. - Lead by example in promoting a culture of safety, wellbeing, inclusiveness, diversity and opportunity across the contract. - Ensure training, competence and development plans are aligned to operational needs, future capability requirements and client expectations. - Client & Workplace User Experience: - Own senior client relationships, acting as a trusted partner and escalation point while driving a proactive, solution-focused approach. - Champion the end-to-end client and workplace user experience, ensuring services are intuitive, responsive and aligned to how people use the office environment. - Work closely with client stakeholders to understand evolving needs and translate these into operational service improvements. - Use insights, feedback and data to continuously enhance service outcomes and user satisfaction. - Continuous Improvement & Innovation: - Embed a robust Continuous Improvement culture, encouraging innovation and operational excellence that delivers tangible value for both client and business. - Drive service optimisation through leading-edge technology, process improvement and digital solutions. - Lead and oversee capital projects, ensuring seamless integration with live operations and a strong focus on sustainability, renewable initiatives and value for money. Qualifications - Proven experience in a senior National Account Manager/Account Director or Contract Director role within an FM service provider, ideally across cleaning, sanitation and/or broader soft services. - Demonstrable experience of hands-on operational leadership, with the ability to balance strategic oversight and day-to-day service performance. - Strong track record in people management, including developing leaders, managing large delivery teams and driving engagement and performance. - Solid understanding of critical environments, asset management, capital project delivery and energy management services. - Excellent commercial and financial acumen, with experience managing complex budgets and delivering profitable contracts. - Highly effective communicator with strong presentation skills, able to engage credibly with senior clients, end users and operational teams. - Collaborative and solutions-focused leadership style, with a genuine commitment to delivering exceptional client and workplace user experiences. How to Apply If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.