Location: Manchester (Site Based - 5 Days Per Week)
Role Purpose
Mitie is looking for an exceptional Account Director to lead the delivery of workplace and facilities services at a prestigious, high-profile client location in Manchester.
This is a senior leadership role responsible for delivering outstanding workplace experiences through best-in-class cleaning, facilities services and customer engagement. The successful candidate will oversee a large multi-service team, ensuring the highest standards of presentation, hygiene, compliance, sustainability and service excellence across the estate.
As the senior Mitie representative on site, you will build strong client relationships, drive continuous improvement and create an environment that reflects the expectations of a flagship location.
Key Responsibilities
Operational Leadership
Provide strategic and operational leadership for all workplace and facilities services.
Lead the day-to-day delivery of cleaning, waste, reception, mailroom, porterage, grounds maintenance and associated support services.
Ensure all services are delivered in line with contractual obligations, KPIs and service level agreements.
Drive a culture of service excellence, accountability and continuous improvement.
Act as the key point of contact for all on-site facilities operations.
Cleaning & Workplace Experience
Champion exceptional cleaning standards across the entire site.
Develop and implement cleaning strategies that enhance workplace presentation and customer experience.
Lead quality assurance programmes, audits and inspections.
Manage specialist cleaning programmes and hygiene standards.
Introduce innovative cleaning solutions, technologies and sustainable practices.
Ensure workplace environments consistently meet the expectations of a high-profile client and visitors.
Drive service excellence across all customer-facing areas.
Client Relationship Management
Develop trusted relationships with senior client stakeholders.
Lead governance meetings and operational reviews.
Provide performance reporting, service insights and improvement plans.
Identify opportunities to enhance service delivery and add value.
Act as a visible and credible leader across the client estate.
Health, Safety & Compliance
Ensure compliance with all health, safety and environmental requirements.
Maintain robust risk management processes and safe systems of work.
Lead incident investigations and corrective action plans.
Promote a positive safety culture across all services.
Ensure all operational teams work to Mitie policies and procedures.
Financial & Commercial Management
Manage site budgets and financial performance.
Deliver agreed profitability targets.
Monitor supplier and subcontractor performance.
Identify efficiencies and continuous improvement opportunities.
Manage forecasting, budgeting and performance reporting activities.
People Leadership
Lead, coach and develop a diverse facilities workforce.
Create a high-performing and engaged team culture.
Support recruitment, succession planning and talent development.
Manage performance, attendance and employee relations matters.
Encourage innovation, accountability and customer-focused behaviours.
Security Operations & Site Safety
Provide strategic oversight of all site security operations, ensuring a safe and secure environment for employees, visitors and contractors.
Lead security supervisors and contracted security teams to deliver exceptional service standards and a strong customer-focused approach.
Ensure all security operations are delivered in line with contractual requirements, site procedures and compliance obligations.
Monitor security performance through audits, inspections and service reviews.
Oversee visitor management, access control, key management and incident response procedures.
Work closely with client stakeholders to identify and mitigate operational and security risks.
Ensure emergency preparedness plans, business continuity arrangements and crisis response procedures are regularly reviewed and tested.
Drive a culture where security, safety and customer service work together to enhance the workplace experience.
Support the investigation of security incidents and ensure appropriate corrective actions are implemented.
Promote a visible and proactive security presence that reflects the prestige and profile of the site.
Candidate Requirements
Essential Experience
Significant leadership experience within Facilities Management or Workplace Services.
Strong experience leading large-scale cleaning operations.
Experience managing multiple soft services within a complex environment.
Proven track record of delivering exceptional customer experience and operational performance.
Experience working within high-profile corporate, commercial, public sector or critical environments.
Strong budget management and commercial awareness.
Experience managing large teams across multiple disciplines.
Strong stakeholder management skills with the ability to influence senior clients.
Qualifications
IOSH Managing Safely (minimum).
NEBOSH qualification desirable.
IWFM qualification desirable.
Demonstrable understanding of cleaning standards, workplace services and health & safety compliance.
SIA Licence
What Success Looks Like
Industry-leading cleaning and workplace presentation standards.
Excellent client satisfaction and customer experience scores.
High levels of employee engagement and retention.
Achievement of all contractual KPIs and service standards.
Strong financial performance and cost control.
A visible culture of safety, accountability and continuous improvement.
