TFM Account Manager in Watford

About The Company

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering. Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values – Trust, Respect, Unity, and Empowerment.

About The Role

We are looking for an experienced and people‑focused Account Manager to lead the delivery of Total Facilities Management (FM) services across a corporate workplace environment. This is a fantastic opportunity for someone passionate about creating exceptional workplace experiences, supporting colleagues and visitors, and ensuring the workplace is a safe, welcoming, and high‑performing environment. In this role, you will oversee a blend of hard and soft FM services — including engineering, cleaning, security, porterage, and helpdesk — while ensuring the workplace operates smoothly and reflects a first‑class employee and guest experience. You will also lead change initiatives that improve service outcomes and enhance how people interact with the space.

• Workplace Experience Leadership
  • Champion a workplace environment where colleagues can do their best work and visitors feel welcomed and supported.
  • Ensure all FM services contribute to a seamless and engaging workplace journey.
  • Lead service improvements that enhance wellbeing, productivity, and the overall user experience.
• Operational & Service Delivery Management
  • Oversee hard and soft FM operations, ensuring service consistency, quality, and compliance.
  • Use CAFM and workplace insights to manage performance, track tasks, and identify improvement opportunities.
  • Ensure KPIs and SLAs are met or exceeded.
• People & Culture Leadership
  • Lead and motivate onsite teams (engineering, cleaning, security, porterage, helpdesk).
  • Create a positive, high‑performing team culture focused on service excellence and hospitality‑minded support.
  • Support training, development, and clear communication throughout periods of change.
• Client, Visitor & Stakeholder Engagement
  • Act as the primary client contact, building strong, collaborative relationships.
  • Engage with employees, workplace teams, and visitors to understand their needs and create a frictionless experience.
  • Respond quickly and effectively to challenges, feedback, or service issues.
• Change Management & Continuous Improvement
  • Lead transformation initiatives, new processes, and service enhancements.
  • Introduce and embed change with clear communication, training, and stakeholder engagement.
  • Continuously review operations to improve sustainability, technology use, and service quality.
• Financial & Commercial Management
  • Hold full P&L responsibility for the contract.
  • Manage budgets, costs, forecasting, and commercial performance.
  • Identify efficiencies and innovations without impacting service standards.
• Health, Safety & Compliance
  • Ensure operations fully comply with UK regulations including COSHH, RIDDOR, and CDM.
  • Oversee risk assessments, safe systems of work, and statutory maintenance.
  • Promote a strong safety culture aligned to workplace wellbeing.

About You – Experience & Background

• Proven experience in Facilities Management, ideally in Total FM or multiservice environments.
• Strong understanding of workplace operations, hospitality‑led service, or workplace experience initiatives.
• Experience managing teams and subcontractors.
• Comfortable leading change and implementing new ways of working.
• Budget, P&L, and commercial experience.
• CAFM knowledge and Microsoft Office proficiency.
• Relevant FM or H&S qualifications (IOSH/NEBOSH) beneficial.

Skills & Competencies

• Strong leader with excellent people and communication skills.
• Passionate about delivering outstanding workplace and visitor experiences.
• Commercially aware, organised, and able to prioritise effectively.
• Proactive problem solver with strong attention to detail.
• Adaptable, calm under pressure, and able to lead teams through change.

Personal Attributes

• Collaborative, approachable, and service-driven.
• Embraces innovation and continuous improvement.
• Professional, dependable, and committed to operational excellence.

How to Apply

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available. We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.