Manager – Key Accounts

Job Purpose

The Manager – Key Accounts is responsible for managing a portfolio of Facilities Management (FM) contracts and ensuring the effective delivery of Hard and Soft FM services in line with contractual obligations, operational KPIs, financial targets, and client expectations.

The role serves as the primary operational and commercial point of contact for assigned accounts, overseeing service delivery, stakeholder engagement, contract performance, financial management, compliance, and continuous improvement initiatives across multiple sites.

The position leads Facility Managers and operational teams to ensure safe, efficient, customer-focused, and financially sustainable operations while supporting the organization's strategic growth objectives.

• Serve as the primary point of contact for assigned clients and stakeholders.
• Build and maintain strong relationships with clients, consultants, authorities, and internal teams.
• Resolve client concerns, complaints, and operational escalations promptly.
• Conduct regular client meetings, operational reviews, and performance presentations.
• Monitor client satisfaction and implement improvement initiatives.
• Ensure professional, accurate, and timely communication and reporting.

• Manage day-to-day FM operations across assigned contracts and sites.
• Lead Facility Managers and operational teams delivering Hard and Soft FM services.
• Ensure service delivery complies with contract scope, service level agreements (SLAs), key performance indicators (KPIs), standard operating procedures (SOPs), and health, safety & environmental (HSE) requirements.
• Monitor preventive and corrective maintenance activities.
• Conduct site inspections, audits, and operational reviews.
• Optimize manpower deployment and workforce productivity.
• Support mobilization and demobilization of contracts.
• Coordinate with Procurement, Engineering, QHSE, Finance, and HR departments.

• Manage contract financial performance, including revenue, cost control, profitability, and budget compliance.
• Monitor monthly P&L performance and budget variances.
• Validate billing, variation orders, quotations, and supporting documentation.
• Identify opportunities for additional services, contract enhancements, and revenue growth.
• Support contract renewals, commercial negotiations, and scope adjustments.
• Ensure adherence to procurement policies and approved budgets.

• Lead, mentor, and develop Facility Managers and support teams.
• Conduct performance evaluations and coaching sessions.
• Identify training and development requirements.
• Promote accountability, teamwork, service excellence, and operational discipline.
• Ensure succession planning and workforce continuity.
• Foster a positive workplace culture aligned with company values.

• Ensure compliance with company policies, HSE standards, legal requirements, and local authority regulations.
• Support implementation of ISO standards and governance frameworks.
• Monitor contractor and subcontractor compliance.
• Lead incident investigations, root cause analysis, and corrective actions.
• Ensure proper documentation, permits, reporting, and audit readiness.

• Prepare and present operational and financial reports.
• Monitor and analyze KPIs, dashboards, performance trends, and operational data.
• Ensure effective use of CAFM systems, Power BI dashboards, and digital reporting tools.
• Support automation and continuous improvement initiatives.

• Support strategic operational planning and forecasting.
• Identify opportunities for operational efficiency improvements.
• Promote innovation, sustainability initiatives, and industry best practices.
• Participate in business continuity planning.
• Support organizational growth and operational excellence initiatives.