At a Glance
- Tasks: Lead high-value client accounts and ensure exceptional service delivery.
- Company: Join Mitie, a leader in facilities management with a focus on innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team that values integrity and collaboration.
- Why this job: Make a real impact by driving client satisfaction and business success.
- Qualifications: Experience in managing complex accounts and strong leadership skills required.
The predicted salary is between 60000 - 80000 £ per year.
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.
Senior Key Accounts Manager employer: Mitie Group plc.
Mitie is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where collaboration and innovation thrive. With a hybrid working model, employees enjoy the flexibility to balance their professional and personal lives while being part of a team that values integrity, diversity, and customer-centricity. The Senior Key Accounts Manager role not only provides the opportunity to lead high-value client accounts but also to mentor and develop future leaders within the organisation, making it a rewarding place for those seeking meaningful impact in their careers.
