Senior Account Director

Boden Talent is proud to be partnering with our client to appoint a Senior Account Director to lead a high-profile, single-customer facilities management account across Class A office locations in the United States.

This is a strategic leadership role with full operational and commercial accountability for a $7m+ maintenance revenue portfolio. The successful candidate will act as the single point of contact for the client, ensuring contractual commitments are consistently met and exceeded while driving service excellence, innovation, and sustainable growth.

The Senior Account Director will provide strategic leadership, operational oversight, and commercial management across the full suite of hard and soft FM services. This individual will foster strong stakeholder relationships, drive performance, and ensure the delivery of exceptional service standards across all locations.

• Lead, coach, and develop the account team to ensure contractual commitments are delivered and exceeded
• Act as the single point of contact for all account operations and contractual compliance
• Oversee preventative and reactive maintenance, vendor management, helpdesk operations, soft services (where applicable), and additional project works
• Identify and execute strategic growth opportunities, driving organic growth through extra works and projects
• Ensure account retention through exceptional service delivery and stakeholder engagement
• Establish and maintain effective governance, audit, and compliance frameworks
• Lead regular client reviews (monthly, quarterly, annual), ensuring transparency and alignment
• Deliver accurate and timely reporting, financial summaries, and strategic recommendations
• Develop and implement emergency preparedness, disaster recovery, and business continuity plans
• Drive innovation and thought leadership to deliver value-added solutions
• Support business development initiatives including solution design and client presentations
• Provide strong leadership, mentoring, and performance management across the account
• Foster a culture of engagement, inclusion, and continuous improvement
• Ensure appropriate staffing structures that balance service excellence with cost efficiency
• Lead all key hiring decisions and succession planning initiatives
• Ensure training and development plans are in place to support long-term capability building
• Promote a positive and collaborative team culture aligned with organizational values

• Full P&L responsibility for the account
• Develop and manage financial plans covering revenue, profit delivery, WIP, debt, and cost control
• Ensure accurate commercial governance and financial reporting
• Review and approve purchase orders to ensure contractual and financial compliance
• Manage supply chain performance including supplier reviews, negotiations, and re-bidding
• Drive sustainable organic growth through additional scope and project opportunities

• Ensure a safe and compliant working environment across all sites
• Implement and maintain health and safety policies across all service lines
• Conduct periodic facility inspections to ensure quality assurance
• Ensure compliance with all local, state, and federal regulations
• Develop and maintain environmental health and safety procedures

• Direct supervision of operational staff including Engineers, Technicians, and Contract Support
• Accountable for recruitment, performance reviews, workforce planning, and development
• Lead by example, modelling high-performance behaviors and professional standards

To be successful in this role, you will bring strong strategic, operational, and commercial leadership experience within a facilities management or multi-site service environment.

• 8+ years’ relevant experience in facilities management or account leadership
• Proven experience managing a P&L
• Experience operating within a complex, multi-site environment
• Must be authorized to work in the United States without visa sponsorship
• Strong commercial acumen and financial management capability
• Advanced analytical and strategic problem-solving skills
• Exceptional stakeholder engagement and client relationship management
• Ability to communicate complex information clearly and persuasively
• Strong leadership presence with the ability to influence at senior levels
• Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Reports to:

Business Unit Director

Key internal partnerships include Finance & Operations Support Manager and Business Operations Manager.