Senior Key Accounts Manager

Better places, thriving communities.

Company: Mitie

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.

Essential Skills & Experience

• 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.

Benefits

Our market‑leading offering provides you with benefits that suit your lifestyle. We have a virtual GP, financial wellbeing assistance through our Salary Finance scheme – which offers access to 50% of your earned pay before payday for a small fee and competitive loans. We give you access to a flexible lifestyle benefits platform, Choices, where you can choose to purchase up to five extra days’ holiday each year, critical illness insurance, dental treatment, or technology products at an affordable cost. You can take advantage of high street discounts through MiDeals, a cycle‑to‑work scheme, life cover up to four times your salary, enhanced pension contributions, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan that may award free shares. Recognition is given through Mitie Stars, with cash prizes each month and a chance to win a £10,000 prize at year‑end.

Equal Opportunity

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make reasonable adjustments, changes or anything different during the recruitment process, please let us know by emailing Liam Murray at Liam.Murray@mitie.com.

Since 1987, Mitie’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.