Strategic Account Director

JOB TITLE: Strategic Account Director

LOCATION: London, EC2R 8DQ

CONTRACT: Permanent

SALARY: Competitive

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ROLE OVERVIEW AND PURPOSE  

Provide strategic and operational leadership of ABM's flagship APS account, covering both hard and soft services across a national portfolio of more than 40 sites with annual account revenue exceeding £20 million. Be accountable for the overall performance of the account, translating ABM business priorities and the client's operational requirements into an integrated account strategy and delivery plan.

Lead through General Managers, Service Line Directors and the Portfolio Operational Performance Manager, directing resources and building management capability to deliver safe, consistent and commercially sustainable services. Act as ABM's senior account lead, owning strategic client relationships, account governance, retention and profitable growth.

Be jointly accountable with Finance for developing and maintaining the account P&L, budget and forecasts in line with business financial-year goals. Finance retains ownership of the overall P&L and financial reporting process; the Strategic Account Director is responsible for operational plans, decisions and corrective actions needed to deliver the agreed financial outcomes.

KEY RESPONSIBILITIES

Account Leadership and Management

· Set and execute the account business plan across hard and soft services, contributing to wider business strategy and aligning account priorities with the VP Operations, Technical Solutions.

· Provide leadership and direction through General Managers, Service Line Directors and the Portfolio Operational Performance Manager. Set objectives, review results and hold the management team accountable for delivery across the portfolio.

· Determine operational priorities and resource deployment within approved budgets and delegated authority. Align service lines and sites to a consistent operating model while addressing local client requirements.

· Build a capable management team through performance management, succession planning, coaching and development. Promote teamwork, wellbeing, inclusion and ABM values throughout the account.

Strategic Client Leadership

· Own senior client relationships and the account engagement plan, understanding the client's business objectives, operational priorities, investment plans and sustainability goals.

· Lead strategic and operational governance with the client, presenting performance, financial and improvement information with clear actions and ownership. Take accountability for escalations and sustained recovery.

· Protect client confidence and account retention through consistent delivery, credible commitments and proactive engagement with relevant ABM enterprise and international account stakeholders.

Financial and Commercial Accountability

· Jointly develop, maintain and deliver the account P&L, annual budget and rolling forecasts with Finance, aligning revenue, margin, operating profit and cost plans to business financial-year goals.

· Own operational performance against the financial plan. Review labour, productivity, subcontractor and other operating costs, investigate variances and implement corrective action with accountable managers.

· Maintain accurate operational inputs to forecasts and financial reporting. Work with Finance to validate assumptions, recognise delivery risks and monitor the financial effect of account decisions.

· Oversee the operational controls supporting timely and accurate invoicing, change control, cost recovery and debt resolution. Work with Commercial and Finance to manage service-credit exposure and protect contractual entitlement.

· Ensure growth and efficiency proposals have a sound commercial basis, including delivery costs, resource requirements and risk. Seek approval for pricing, contractual changes and commitments outside delegated authority.

Operational Delivery and Assurance

· Be accountable for integrated hard and soft service performance across the portfolio, ensuring managers deliver contractual scope, service levels, quality standards and agreed client outcomes.

· Maintain account governance for health, safety, statutory compliance and risk, supported by QHSE and technical specialists. Ensure competent resources, appropriate assurance and timely closure of audit findings and corrective actions.

· Direct mobilisation, projects and operational change through the management team, ensuring adequate planning, resources, client communication and handover into sustainable service delivery.

· Use the Portfolio Operational Performance Manager and account data to identify trends, validate performance and drive improvement. Ensure reporting and completion evidence are accurate and support effective decisions.

· Coordinate service continuity and incident response across the account. Lead recovery of material service failures and ensure lessons are embedded in management routines and controls.

Growth and Continuous Improvement

· Own the account development and retention plan, identifying additional services, projects and opportunities across the clients estate. Work with Business Development, Commercial and operational specialists to convert opportunities into profitable work.

· Drive productivity, self-delivery and supplier improvements with the relevant business functions. Validate financial benefits with Finance while protecting safety, compliance and service performance.

· Develop practical innovation and sustainability proposals linked to the clients priorities, with measurable client and business benefits and clear implementation ownership.

Decision Making and Authority

Hold accountability for operational decisions across the account within approved budgets, company policy and delegated authority. Consult Commercial and the VP Operations, Technical Solutions as appropriate to the decision, and escalate material financial, contractual, safety or reputational risks. Obtain approval for commitments outside delegated limits and specialist advice where required.