Account Director

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Account Director – Oxford Brookes University (OBU)
Job Purpose

The Account Director is responsible for the strategic leadership, operational delivery, commercial performance, and continuous improvement of all services delivered across the Oxford Brookes University contract.

The Account Director is responsible for the strategic leadership, operational delivery, commercial performance, and continuous improvement of all services delivered across the Oxford Brookes University contract.

As the senior Mitie representative for the account, the Account Director will build and maintain strong client relationships, ensuring services consistently exceed expectations while supporting the University's objectives for safety, sustainability, student experience, and operational excellence.

The role carries full accountability for contract performance, growth, compliance, and the leadership of multi-disciplinary teams across the OBU estate.

The Account Director is there to act as the client's primary Head of Security, representing their security interests across key stakeholder meetings, audits, and governance forums.

• Act as the senior point of contact for Oxford Brookes University senior stakeholders.
• Develop and maintain trusted partnerships with key client representatives.
• Create and deliver a long-term strategic account plan aligned to client objectives and Mitie business goals.
• Lead governance meetings, executive reviews, and contractual performance discussions.
• Identify opportunities to enhance service delivery, innovation, and value creation.

• Provide strategic oversight of all contracted services across the OBU estate.
• Ensure services are delivered safely, effectively, and in line with contractual obligations.
• Drive a culture of continuous improvement and operational excellence.
• Oversee performance against all KPIs, SLAs, and contractual commitments.
• Ensure risks are identified, managed, and escalated appropriately.

• Hold full responsibility for account P&L performance.
• Deliver contract profitability through effective budget management and cost control.
• Identify growth opportunities, contract variations, and additional service opportunities.
• Lead commercial negotiations in conjunction with operational and commercial teams.
• Ensure accurate forecasting, reporting, and financial governance.

• Establish effective relationships with university leadership teams and key stakeholders.
• Act as a trusted advisor on operational delivery, service improvements, compliance, and innovation.
• Ensure customer satisfaction remains a primary focus throughout the contract lifecycle.
• Support contract retention and future growth opportunities.

• Ensure full compliance with statutory, contractual, and company requirements.
• Maintain robust governance frameworks across the account.
• Lead health, safety, environmental, and quality compliance activities.
• Ensure audit compliance and corrective actions are completed.
• Promote a risk-based approach to service delivery and operational decision making.

• Lead, motivate, and develop a high-performing management team.
• Create a culture focused on accountability, engagement, inclusion, and development.
• Drive employee engagement, succession planning, and talent development.
• Ensure training compliance and professional development across all service lines.
• Champion Mitie values and behaviours throughout the contract.

• Encourage innovative solutions that improve performance, efficiency, and customer experience.
• Leverage technology, data analytics, and reporting tools to support decision making.
• Support sustainability initiatives aligned to Oxford Brookes University's environmental objectives.
• Share best practice across the wider Mitie business.

• Contract profitability and budget adherence.
• Client satisfaction and relationship management.
• Retention and growth of the contract.
• Achievement of contractual KPIs and SLAs.
• Health & Safety performance.
• Compliance…