Senior Account Manager

Key Responsibilities Include
(but not limited to):

Contract Leadership & Accountability
• Take full accountability for overall contract performance across all service streams
• Provide leadership, direction, and performance oversight across Technical Services Managers responsible for delivery
• Ensure alignment between operational delivery, commercial performance, and contractual obligations
• Act as the senior escalation point for operational, commercial, and contractual matters
• Establish clear governance and performance frameworks across all workstreams

Client & Stakeholder Management
• Act as the primary senior interface with Hampshire County Council
• Lead all strategic and operational review meetings
• Build strong, trusted relationships across client stakeholders
• Ensure transparent reporting on performance, risks, and financial position
• Drive a collaborative, solutions-focused approach aligned to the contract intent

Operational Oversight
• Oversee delivery across all workstreams including PPM, reactive works, and projects
• Hold Technical Services Managers to account for performance against KPIs, SLAs, and quality standards
• Ensure effective coordination between workstreams, functions, and supply chain partners
• Maintain visibility of operational performance, risks, and issues across the contract
• Intervene and drive corrective actions where performance falls below expectations

Commercial & Financial Management
• Own full P&L responsibility for the contract
• Line manage and work closely with the Finance Manager to ensure:
• Accurate forecasting and reporting
• Cost control across labour, materials, and subcontractors
• Margin protection and improvement
• Ensure robust commercial controls across all workstreams
• Identify and drive opportunities for additional works and efficiencies

People & Functional Leadership
• Line manage key support functions including Commercial Manager and
• Contract Support Manager
• Work collaboratively with Technical Services Managers to drive performance and consistency across delivery
• Provide leadership and direction through structured governance, performance reviews, and contract forums
• Ensure clear accountability, communication, and alignment across all functions

Compliance, Risk & Governance
• Ensure compliance with all contractual, statutory, and regulatory requirements
• Maintain oversight of health & safety performance, including CDM compliance
• Monitor KPI performance and implement corrective actions where required
• Ensure robust reporting, audit, and governance processes are in place
Mobilisation & Continuous Improvement
• Lead ongoing contract development and service improvement initiatives
• Drive innovation in delivery, systems, and supply chain management
• Ensure lessons learned are embedded into operational practices
• Support long-term sustainability and efficiency objectives

Minimum Requirements / Qualifications:

Essential:
• Proven experience in a senior leadership role within FM, maintenance, or construction
• Experience managing large, complex, multi-service contracts
• Strong commercial and financial management capability (P&L ownership)
• Experience leading multidisciplinary teams and managing technical managers
• Strong client-facing experience in a public sector or similar environment

Desirable:
• Experience in term maintenance or measured term contracts
• Understanding of building fabric and/or M&E service delivery
• Experience working with local authority estates

Qualifications:
• Relevant construction, engineering, or FM qualification (HNC/HND/Degree or equivalent)
• SMSTS (essential)
• IOSH / NEBOSH (desirable)
• Professional membership (CIOB, IWFM, CIBSE, RICS or similar) (desirable)

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