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.

JOB OVERVIEW

We are seeking an experienced and dynamic Account Manager to oversee a Total Facilities Management (FM) contract based in Bournemouth. This role will also be responsible for covering Exeter and Hitchin sites. This role is responsible for managing both hard services (Mechanical & Electrical – M&E) and soft services (cleaning and security), ensuring exceptional service delivery, contractual compliance, and client satisfaction. The successful candidate will manage an onsite team of engineers, cleaners, security personnel, while taking full accountability for the profit and loss (P&L) performance and meeting contractual Key Performance Indicators (KPIs) that are captured and reported in a monthly business report.
The Account Manager will act as the primary point of contact for the client, ensuring that all reactive and planned maintenance tasks are completed on time, to budget, and in line with health, safety, and compliance standards. This is a hands-on leadership role requiring strong operational, financial, and people management skills.

KEY RESPONSIBILITIES:

• Oversee the delivery of Total FM services (M&E hard services, cleaning and security) across three head office buildings.
• Ensure all contractual KPIs and Service Level Agreements (SLAs) are consistently met or exceeded.
• Manage reactive and planned maintenance tasks, ensuring timely completion and minimal disruption to building operations.
• Lead, motivate, and manage the onsite team, including engineers, cleaners, security staff, porters, and helpdesk personnel.
• Conduct regular performance reviews, training, and development sessions to ensure high standards of service delivery.
• Take full responsibility for the contract’s profit and loss (P&L), including budgeting, forecasting, and cost control.
• Identify opportunities for cost savings and operational efficiencies without compromising service quality.
• Act as the primary point of contact for the client, building strong relationships and ensuring high levels of satisfaction.
• Attend regular client meetings to review performance, address concerns, and discuss opportunities for service enhancements.
• Handle escalations and resolve issues promptly to maintain client trust and confidence.
• Ensure all services are delivered in compliance with UK health and safety regulations, including COSHH, RIDDOR, and CDM.
• Implement and monitor processes to ensure efficient delivery of both hard and soft services.

YOU WILL NEED THE FOLLOWING TO BE CONSIDERED IN THIS ROLE:

• Proven experience as an Account Manager or similar role within the Facilities Management industry, ideally managing Total FM contracts.
• Strong knowledge of M&E hard services (e.g., HVAC, electrical systems, plumbing) and soft services (cleaning, security, porterage).
• Experience working with building management systems
• Experience managing onsite teams and subcontractors in a multi-site environment.
• Demonstrable experience managing P&L and delivering against financial targets.
• Relevant qualifications such as IOSH or NEBOSH (desirable), or a degree/diploma in Facilities Management, Business Management, or a related field.
• Familiarity with CAFM systems and Microsoft Office Suite (Excel, Word, PowerPoint).
• Results-driven with a focus on delivering high-quality service.
• Excellent leadership and people management skills, with the ability to motivate and develop teams.