Are you based in London or the surrounding suburbs?
This is an exciting opportunity at a key London account within the Local Government and Education division. The Account Director is responsible for managing an IFM account with multiple service lines. The Account Director will need to build on and maintain the strong relationship built with our client team. This account is heavily Hard Services focused where there are multiple buildings with varying conditions.
The Account Director will continue to drive revenue and build on Lifecycle projects. This role supports the development of client relationships, commercial performance, and service excellence across the service lines, including management of other internal parties.
Job objectives and responsibilities;
Client Strategy & Relationship Building
Develop and execute a client strategy to maintain the positive relationships across a variety of stakeholders..
- The main point of contact for our stakeholders and service line leads ensuring retention, satisfaction, and continuous improvement.
- Conduct regular client governance sessions reviews, ensuring SLA and KPI adherence, compliance, risk management, and contract renewal readiness.
Commercial & Financial Accountability
Review P&L performance for the account portfolio they look after, delivering revenue growth, profitability, and cost‑to‑serve efficiency.
- Have visibility of all service lines and analyse where growth and profitability are low and strategize how they can be improved.
- Identify upsell/cross‑sell opportunities across Mitie services and project works.
- Undertake commercial negotiations, contract renewals, pricing strategy, and long‑term framework agreements with the support from the Commercial team.
- Provide accurate forecasts, pipeline reporting, and strategic account plans.
Market Insight & Innovation
This account is key for strategy moving forwards, keep up to date with the industry, especially in London.
- Develop strategy around digital solutions and innovation including remote monitoring, analytics, cloud security systems, and predictive maintenance. Sustainability is key.
- Advise the Senior leadership team on market positioning, competitive landscape, and client demands and any aspects of the contract which may have a detrimental effect.
Essential
- Experience in the Education Sector
- Good knowledge of Hard Services and Kit routinely found within Education settings.
- Good knowledge of how asset conditions affects lifecycle plans.
- Direct Commercial contract experience would be ideal.
- Customer service experience and confidence in managing a range of key accounts, prioritising opportunities, and working autonomously.
- Proven track record managing accounts of all sizes.
- Commercially astute with experience in assisting with the P&L ownership, contract negotiations, and strategic planning.
- Excellent client relationship skills with the ability to communicate effectively with the leadership team.
- Team player and ability to play a key part in strengthening our footprint with both new and existing Customers.
Proven Track Record Key Performance Indicators (KPIs)
- Portfolio revenue growth and profitability
- Client retention and contract renewal rates
- SLA performance, compliance, and audit outcomes
- Customer satisfaction scores (NPS/CSAT)
- Key performance and development
Mitie is committed to safeguarding and promoting the welfare of children and young people and expects all employees to share this commitment. The successful candidate will be subject to an enhanced DBS check and satisfactory references.
If you are working in regulated activity please note that you are subject to the following:
- It is a criminal offence for people who are barred from working regulated activity to apply for roles that require them to work unsupervised with that particular group (i.e. vulnerable adults, children or both).
- This post is exempt from the Rehabilitation of Offenders Act 1974 and Mitie is therefore permitted to ask job applicants to declare all convictions and cautions (including those which are "spent" unless they are "protected" under the DBS filtering rules) in order to assess their suitability to work with children or vulnerable adults.
