Account Manager

LOCATION: Pier Walk, London

SHIFT PATTERN: Mon- Fri, 40 hours per week

SALARY: Competitive

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at (url removed). We're here to help!

ROLE OVERVIEW AND PURPOSE

Operational lead within the organisation for a portfolio of contracts. Fostering a "can do" culture through strong

external customer relationships whilst proactively driving additional revenue sources. Nurture a working

environment that encourages teamwork, creativity, wellbeing and diversity through strong leadership, role

modelling of ABM values and excellent problem-solving skills. You will be expected to prepare financial

information relating to all works undertaken to evidence profitability and operational costs and deliver

operational and fiscal aspects of the contract with accurate management of the IT platform. To foster a

collaborative culture and build a strong operational platform for future growth of the account.

The Account Manager provides leadership, direction and support to Site Managers and professional staff across

a portfolio of contracts, creating a high-performing culture focused on safety, service excellence, customer

satisfaction and commercial performance. The role is accountable for the operational performance and results of

multiple related teams, ensuring contractual obligations and business objectives are consistently achieved.

Working within the wider organisational strategy, the Account Manager develops and implements account and

departmental plans, establishing operational priorities and ensuring resources are deployed effectively to meet

client and business requirements. Decisions are guided by commercial considerations, resource availability, risk

management and organisational objectives to deliver sustainable growth and operational excellence.

A focus of the role is to strategically oversee all resources within the contract functions to drive efficiencies,

profitability and end-to-end processes, including the delivery and actual invoicing of the account. To become a

trusted partner to all clients by understanding their principal objectives and strategies and seeking ways to

collaborate in achieving agreed goals. The Account Manager is responsible for developing strategic client

relationships, ensuring high levels of customer satisfaction, identifying growth opportunities and positioning

ABM as a trusted partner that consistently delivers operational excellence and added value. Providing advice and

innovations on sustainable practices.

Client Relationship Management

• Develop and maintain strong relationships with key client stakeholders, acting as the primary point of

contact for operational and commercial matters.

• Build a detailed understanding of client business objectives, priorities and challenges to ensure services

are aligned with strategic goals.

• Lead regular client review and governance meetings, presenting operational performance, compliance,

financial results and continuous improvement initiatives.

• Ensure client satisfaction is measured, monitored and continuously improved through effective

communication and service delivery.

• Manage client expectations and resolve escalations in a timely and professional manner.

• Identify opportunities to enhance service provision, support contract retention and generate additional

revenue opportunities through account growth.

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• Collaborate with the Business Development team to identify and pursue cross-selling and upselling

opportunities.

• Promote ABM's values, innovation and service capabilities in all client interactions.

Leadership & People Management

• Provide visible leadership and direction to Site Managers and professional staff, fostering a culture of

accountability, engagement and high performance.

• Be accountable for the performance, delivery and results of multiple related operational teams across the

contract portfolio.

• Effective, ongoing and structured management of Site Managers, including goal setting, objective

planning and performance reviews.

• Establish clear objectives, performance measures and development plans for managers and teams.

• Support succession planning, employee development and capability building across operational teams.

• Leadership ability and mentoring of key technical staff.

• Hold and manage probationary, disciplinary and performance management processes in line with

Company policy.

• Monitor and review team performance, implementing corrective actions and development plans where

required.

Operational & Resource Management

• Develop and implement account and departmental plans aligned with business priorities, client

expectations and growth objectives.

• Ensure resources are planned and allocated effectively to meet operational demands and contractual

requirements.

• Make timely and informed decisions based on available resources, business priorities, risk considerations

and organisational objectives.

• Excellent planning, change and time management capabilities.

• Monitor operational performance across the portfolio, identifying opportunities to improve efficiency,

profitability and service delivery.

• Ongoing Health and Safety reviews across the contract portfolio.

• Regular reviews with Managers to ensure full contractual, operational and compliance requirements are

consistently met.

• Drive continuous improvement initiatives that enhance customer experience, operational effectiveness

and financial performance.

• Technical support to contract management teams.

• Suggest alternative technical solutions to meet client requirements more efficiently, with greater

reusability or longer life-cycle benefits.

Commercial & Financial Management

• Full P&L responsibility for allocated contracts within the portfolio.

• Track, identify and develop new opportunities, generating sales as per agreed targets.

• Ensure all opportunities and client requests are responded to in a timely manner and to a high standard.

• Analytical reporting of portfolio performance.

• Monthly, weekly, quarterly and annual reporting of portfolio financial performance.

• Work closely with Business Development teams to maximise growth opportunities across the account

portfolio.

• Drive efficiencies and operational improvements that improve profitability whilst maintaining service

excellence.

• Strong communicator across all aspects of the business, with the ability to influence stakeholders and

drive commercial outcomes

Requirements

Technical background within the M&E industry.

• Proven successful working relationships with high-end service providers.

• Proven experience leading managers and multi-disciplinary operational teams within a service-led

environment.

• Demonstrable experience managing multiple contracts, operational teams and client stakeholders.

• Strong client relationship management and stakeholder engagement skills.

• Self-motivated with strong decision-making skills.

• Strong leadership qualities across all levels of the business.

• Commercial awareness and business acumen.

• Experience developing operational, business and account plans.

• Resource planning and workforce management experience within a multi-site environment.

• Strong communication and negotiation skills.

• Strong people management skills, including coaching, performance management and employee development.

• Proficient IT skills - MS Office, Excel and PowerPoint.

• Good knowledge of the market and current industry trends.

• Awareness of ISO 9001 and ISO 50001 quality management standards.

• Planning and organisational skills.

• Strong oral and written communication skills.

• Proven ability to drive operational improvement, customer satisfaction and commercial performance.

Desirable

• Recognised Project Management qualification.

• Knowledge of sustainability matters.

BEHAVIOURS & COMPETENCIES

• Supportive and collaborative working style.

• Strong communication and interpersonal skills.

• Customer-focused with the ability to build long-term strategic relationships.

• Strong leadership and people-development capability.

• Commercially aware with sound business judgement.

• Influential communicator with strong stakeholder management skills.

• Strategic thinker with the ability to translate business priorities into operational action.

• Proactive problem solver.

• Reliable and committed to compliance and safety.

• Continuous improvement mindset with a focus on innovation and service excellence.

• Accountable and resilient, demonstrating sound decision-making under pressure.

• High attention to detail.

ADDITIONAL INFORMATION

• Travel to sites across the UK is required.

• Full UK driving license required.

Benefits

We're proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM's benefits, visit our 

About ABM:

ABM (NYSE: ABM) is one of the world's largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

For more information, visit .

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.