LOCATION: Pier Walk, London
SHIFT PATTERN: Mon- Fri, 40 hours per week
SALARY: Competitive
If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at [email protected]. We're here to help!
ROLE OVERVIEW AND PURPOSE
Operational lead within the organisation for a portfolio of contracts. Fostering a "can do" culture through strong
external customer relationships whilst proactively driving additional revenue sources. Nurture a working
environment that encourages teamwork, creativity, wellbeing and diversity through strong leadership, role
modelling of ABM values and excellent problem-solving skills. You will be expected to prepare financial
information relating to all works undertaken to evidence profitability and operational costs and deliver
operational and fiscal aspects of the contract with accurate management of the IT platform. To foster a
collaborative culture and build a strong operational platform for future growth of the account.
The Account Manager provides leadership, direction and support to Site Managers and professional staff across
a portfolio of contracts, creating a high-performing culture focused on safety, service excellence, customer
satisfaction and commercial performance. The role is accountable for the operational performance and results of
multiple related teams, ensuring contractual obligations and business objectives are consistently achieved.
Working within the wider organisational strategy, the Account Manager develops and implements account and
departmental plans, establishing operational priorities and ensuring resources are deployed effectively to meet
client and business requirements. Decisions are guided by commercial considerations, resource availability, risk
management and organisational objectives to deliver sustainable growth and operational excellence.
A focus of the role is to strategically oversee all resources within the contract functions to drive efficiencies,
profitability and end-to-end processes, including the delivery and actual invoicing of the account. To become a
trusted partner to all clients by understanding their principal objectives and strategies and seeking ways to
collaborate in achieving agreed goals. The Account Manager is responsible for developing strategic client
relationships, ensuring high levels of customer satisfaction, identifying growth opportunities and positioning
ABM as a trusted partner that consistently delivers operational excellence and added value. Providing advice and
innovations on sustainable practices.
Client Relationship Management
- Develop and maintain strong relationships with key client stakeholders, acting as the primary point of
contact for operational and commercial matters.
- Build a detailed understanding of client business objectives, priorities and challenges to ensure services
are aligned with strategic goals.
- Lead regular client review and governance meetings, presenting operational performance, compliance,
financial results and continuous improvement initiatives.
- Ensure client satisfaction is measured, monitored and continuously improved through effective
communication and service delivery.
- Manage client expectations and resolve escalations in a timely and professional manner.
- Identify opportunities to enhance service provision, support contract retention and generate additional
revenue opportunities through account growth.
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- Collaborate with the Business Development team to identify and pursue cross-selling and upselling
opportunities.
- Promote ABM's values, innovation and service capabilities in all client interactions.
Leadership & People Management
- Provide visible leadership and direction to Site Managers and professional staff, fostering a culture of
accountability, engagement and high performance.
- Be accountable for the performance, delivery and results of multiple related operational teams across the
contract portfolio.
- Effective, ongoing and structured management of Site Managers, including goal setting, objective
planning and performance reviews.
- Establish clear objectives, performance measures and development plans for managers and teams.
- Support succession planning, employee development and capability building across operational teams.
- Leadership ability and mentoring of key technical staff.
- Hold and manage probationary, disciplinary and performance management processes in line with
Company policy.
- Monitor and review team performance, implementing corrective actions and development plans where
required.
Operational & Resource Management
- Develop and implement account and departmental plans aligned with business priorities, client
expectations and growth objectives.
- Ensure resources are planned and allocated effectively to meet operational demands and contractual
requirements.
- Make timely and informed decisions based on available resources, business priorities, risk considerations
and organisational objectives.
- Excellent planning, change and time management capabilities.
- Monitor operational performance across the portfolio, identifying opportunities to improve efficiency,
profitability and service delivery.
- Ongoing Health and Safety reviews across the contract portfolio.
- Regular reviews with Managers to ensure full contractual, operational and compliance requirements are
consistently met.
- Drive continuous improvement initiatives that enhance customer experience, operational effectiveness
and financial performance.
- Technical support to contract management teams.
- Suggest alternative technical solutions to meet client requirements more efficiently, with greater
reusability or longer life-cycle benefits.
Commercial & Financial Management
- Full P&L responsibility for allocated contracts within the portfolio.
- Track, identify and develop new opportunities, generating sales as per agreed targets.
- Ensure all opportunities and client requests are responded to in a timely manner and to a high standard.
- Analytical reporting of portfolio performance.
- Monthly, weekly, quarterly and annual reporting of portfolio financial performance.
- Work closely with Business Development teams to maximise growth opportunities across the account
portfolio.
- Drive efficiencies and operational improvements that improve profitability whilst maintaining service
excellence.
- Strong communicator across all aspects of the business, with the ability to influence stakeholders and
drive commercial outcomes
