Hard Services Account Manager in Glasgow

We are seeking an experienced and dynamic Hard Services Account Manager to provide technical, operational and commercial leadership across a diverse, multi-site public sector estate in Scotland, operating within an NEC4 TSC / CEMAR environment. This is a high-impact role for a strategic, people-focused leader who thrives in a fast-paced setting and is committed to delivering safe, resilient and compliant engineering services.

As the Hard Services Account Manager, you will be responsible for ensuring the safe, efficient and compliant delivery of all engineering and Hard FM services. You will drive high performance, safeguard operational resilience, and ensure all sites — including rural and remote locations — receive consistent, high-quality support. Working collaboratively with Operations, Commercial and Projects teams, you will ensure smooth handovers, aligned priorities and a seamless service for our client. You will also play a key role in building trusted, transparent relationships with stakeholders across both organisations. This position carries full P&L accountability and leadership responsibility for internal engineering teams and an extended network of specialist contractors and SME suppliers.

Key Responsibilities

• Provide clear leadership to Operations Managers and the Technical Services Manager.
• Ensure consistent, high-quality delivery of all Hard FM services across a multi-region estate.
• Set and maintain standards aligned with statutory compliance, contractual requirements, SLAs/KPIs and organisational expectations.
• Tailor service strategies to suit site complexity, criticality and condition.
• Oversee critical systems testing, power resilience activities and other high-risk engineering operations.
• Uphold strong governance of documentation, RAMS, certification, audit readiness and work-order close-out.
• Maintain full accountability for statutory compliance, safety standards, incident reporting and corrective actions.
• Lead operational risk management including asset vulnerabilities, repeat failures and resilience gaps.
• Monitor CAFM performance, workflow trends and statutory tasks, directing teams to resolve delays or recurring issues.
• Ensure consistent service delivery across dispersed regions through effective resourcing and use of local SMEs.
• Act as senior escalation point for technical failures and operational incidents.
• Lead, mentor and develop Operations Managers and the Technical Services Manager.
• Manage capability, HR processes, performance, succession planning and culture-building.
• Foster a proactive, safety-focused and continuous-improvement culture.
• Govern specialist contractors and SME suppliers to ensure safe, compliant and value-driven delivery.
• Oversee commercial governance of remedials and small works, ensuring alignment with P&L requirements.
• Lead monthly Hard Services review meetings with clients and senior leaders.
• Ensure effective contract administration via CEMAR, including Early Warnings and Compensation Events.
• Champion digital optimisation, data-driven decision-making and ongoing efficiency improvements across Hard FM operations.

Person Specification

• Senior leadership experience in Hard FM/engineering, managing multi-disciplinary teams.
• Strong commercial acumen with proven P&L management and cost-control experience.
• Experience managing Hard FM delivery across multi-site estates, including remote or high-criticality locations.
• Deep knowledge of statutory compliance, H&S governance, safe systems of work and critical engineering operations.
• SCQF Level 9 / ILM 5 (Degree/HND equivalent) and commitment to ongoing CPD (e.g., IWFM membership).
• Strong CAFM, compliance and performance-reporting skills.
• Experience managing diverse supply chains, including SMEs and specialist contractors.
• Excellent stakeholder-management and communication capabilities.
• Familiarity with contract governance processes such as EWs and CEs (ideally via CEMAR).
• A flexible, resilient, proactive approach with the ability to lead through others.
• Ability to obtain/maintain BPSS and CTC security clearance (clean UK driving licence required).

Health And Safety Responsibilities

• Follow all Group policies and procedures.
• Report deficiencies in systems of work or equipment.
• Use work equipment and PPE correctly and safely.
• Report issues or training needs promptly to line management.

Information Security Responsibilities

• Comply with all information security procedures.
• Proactively identify and report security risks.
• Report any actual or suspected security incidents promptly.

Our market-leading offering provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household. We offer financial wellbeing assistance through our Salary Finance scheme. When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan. We award our employees with Mitie Stars as recognition for their hard work. Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We are committed to ensuring our recruitment process is inclusive and accessible to all.