Job Title: Account Director
Location: London
OVERALL PURPOSE OF THE ROLE
- Ensure satisfactory delivery of services against contractual terms and conditions, meeting and exceeding client expectations and ensuring BGIS contractual expectations are achieved.
- Ensure the availability of all critical systems to minimise risk to the client’s business.
- Ensure all maintenance work is carried out in accordance with client and company policies, procedures and health & safety legislation.
KEY RESPONSIBILITIES
- Maintain consistently high levels of client satisfaction and support growth of the contract portfolio.
- Manage day-to-day enquiries from BGIS teams, subcontractors and clients.
- Deliver and exceed contractual P&L expectations and maintain detailed contract knowledge.
- Attend and contribute to internal monthly contract reviews.
- Ensure subcontractor documentation remains compliant and up to date.
- Deliver against agreed KPIs and SLAs.
- Produce monthly reports detailing contract performance, budget variances and mitigation actions.
- Attend strategic and operational meetings with clients.
- Coordinate subcontractor attendance for technical and non-technical works.
- Liaise with suppliers and subcontractors regarding pricing and service delivery.
- Ensure all equipment is maintained to a high standard.
- Support HR and disciplinary processes alongside Account Managers.
- Oversee successful completion of reactive and planned maintenance works.
- Ensure health & safety compliance across all contracts in line with company and client requirements.
- Produce financial and operational reporting across the contract portfolio.
- Manage subcontractor performance through regular reviews and meetings.
- Develop and deliver training plans across engineering and management teams.
- Identify, quote and execute additional works opportunities.
- Ensure company systems and processes are correctly implemented.
- Lead engineering teams including performance management, recruitment, development, appraisals and succession planning.
- Provide leadership, coaching and support to contract managers and operational teams.
- Present contractual and financial performance to clients and BGIS leadership.
- Manage staffing levels across contracts to support operational delivery.
- Build strong customer relationships and maintain service excellence.
- Promote learning, development and employee growth.
- Support onboarding and induction of new team members.
- Promote and demonstrate BGIS core values.
- Develop and maintain succession plans.
- Provide cover and support for Contract Managers where required.
- Act as direct line manager for Contract Managers.
- Keep the Service Director updated on contract performance and operational issues.
- Act as escalation point for client teams on a 24/7 basis where required.
ESSENTIAL SKILLS & QUALIFICATIONS
- Recognised technical qualification.
- Strong customer service focus.
- Excellent management and leadership capability.
- Strong communication skills across all organisational levels.
- Strong understanding and promotion of health & safety standards.
- Demonstrates safe working practices for self and others.
PERSON SPECIFICATION
Education
- HNC / BTEC / Degree level qualification preferred.
- Strong written and spoken English.
- Good numerical and analytical ability.
Training
- Formal Mechanical or Electrical Engineering qualification preferred.
- Apprenticeship background desirable.
Experience – Essential
- Planned Preventative Maintenance (PPM).
- Electrical services installation and fault finding.
- Building Management Systems (BMS).
- HVAC systems.
- High Voltage environments.
- Contract management experience.
Experience – Desirable
- COSHH knowledge.
- Risk Assessments.
- Water Treatment.
- C&G 17th Edition.
- High Voltage qualification.
Personal Attributes
- Strong leader and people manager.
- High customer service standards.
- Excellent verbal and written communication.
- Self-motivated, reliable and committed.
- Able to manage teams and resolve issues effectively.
- Comfortable working under pressure.
- Able to make sound decisions.
- Team-oriented approach.
- Physically fit where required.
Additional Requirements
- Flexibility to work additional hours at short notice in emergency situations.
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