Job Description – Senior Key Accounts Manager
Company: Mitie
Job Title: Senior Key Accounts Manager
Reporting to: Key Accounts Director / Account Director
Location: Hybrid (regional / national remit)
Role Purpose
The Senior Key Accounts Manager is responsible for the strategic and operational leadership of a portfolio of high‑value, complex key client accounts, ensuring exceptional service delivery, strong commercial performance, and long‑term client retention.
The role acts as a trusted senior partner to clients, owning executive relationships, driving continuous improvement, managing risk, and delivering sustainable growth across the account portfolio. The postholder will also provide mentorship and leadership to Account Managers, supporting capability development and succession planning.
Key Accountabilities
Client & Stakeholder Management
- Build, maintain, and deepen long‑term strategic relationships with senior client stakeholders, acting as the primary escalation and trusted advisor.
- Lead Monthly and Quarterly Business Reviews, presenting performance, risks, innovation, and improvement plans.
- Ensure client satisfaction, retention, and contract stability across all key accounts.
Operational & Service Excellence
- Provide overall accountability for service delivery, ensuring contractual KPIs, SLAs, and compliance requirements are consistently achieved or exceeded.
- Champion health, safety, quality, and wellbeing standards, ensuring policies are embedded and actively led across the account teams.
- Identify operational risks early and lead structured mitigation plans.
Commercial & Financial Management
- Own the P&L performance of assigned accounts, ensuring strong cost control, margin protection, and value delivery.
- Drive organic growth, identifying opportunities for additional services, projects, and scope expansion.
- Ensure accurate forecasting, billing governance, and commercial reporting.
Leadership & People Management
- Lead, coach, and develop Service Delivery Managers and wider operational teams, building high‑performing, engaged, and resilient teams.
- Support succession planning, talent development, and capability uplift across the account function.
- Role model Mitie's values, behaviours, and leadership standards.
Continuous Improvement & Innovation
- Drive a culture of continuous improvement, innovation, and best practice, leveraging insights, data, and technology.
- Collaborate with internal stakeholders across Operations, Commercial, Transformation, and People teams to deliver joined‑up solutions.
- Support bids, mobilisations, and strategic change initiatives as required.
Skills & Experience
Essential
- Proven experience managing large, complex key accounts in a senior account management or contract leadership role.
- Strong commercial acumen with demonstrable P&L ownership.
- Experience operating at senior client stakeholder level, including executive engagement.
- Strong leadership capability with experience developing and mentoring managers.
- Excellent communication, negotiation, and problem‑solving skills.
Desirable
- Experience within Facilities Management, Technical Services, Fire & Security, or regulated service environments.
- Experience supporting mobilisations, transformations, or complex service change.
Values & Behaviours
- Demonstrates Mitie's values: One Mitie, Integrity, Going the Extra Mile, Diversity & Inclusion, Customer First.
- Acts as a visible role model, promoting collaboration, accountability, and continuous improvement.
