Position Overview: The Strategic Account Lead is responsible for overseeing the delivery of a multiple site nationwide soft services contract, ensuring compliance with contractual agreements, and maintaining high levels of customer satisfaction. This role requires strong leadership, a customer-focused mindset, and expertise in managing soft service operations including cleaning, security, landscaping, and waste management. The role ensures that all services are delivered efficiently, cost-effectively, and in alignment with company and client expectations.
Key Responsibilities:
- Contract Management:
- Oversee the implementation and execution of contract for soft services.
- Ensure compliance with contractual obligations, SLAs (Service Level Agreements), and KPIs (Key Performance Indicators).
- Manage contract renewals, negotiations, and variations in collaboration with stakeholders.
- Monitor and manage budgets, ensuring cost-effectiveness without compromising quality.
- Operational Oversight:
- Coordinate and supervise the delivery of soft services, including cleaning, security, landscaping, industrial and ancillary services.
- Develop and maintain operational plans, schedules, and resource allocation.
- Implement and monitor quality control procedures to ensure service excellence.
- Client and Stakeholder Management:
- Act as the primary point of contact for a Key client regarding soft services.
- Build and maintain strong relationships with all Client stakeholders, addressing concerns promptly and professionally.
- Regularly report on contract performance, financials, and compliance to client and senior management.
- Team Leadership:
- Lead, mentor, and manage Contract team and subcontracted teams.
- Conduct performance reviews, training, and development programs for team members.
- Ensure health, safety, and environmental compliance across all operations.
- Compliance and Reporting:
- Ensure adherence to health and safety regulations, company policies, and industry standards.
- Prepare and submit regular reports on operational performance, financial metrics, and compliance.
- Manage audits, risk assessments, and corrective action plans as required.
- Continuous Improvement:
- Identify opportunities to enhance service delivery and optimize costs.
- Introduce innovations and best practices in soft services management.
- Responsible for the contract migration to a new CAFM system
- Regularly review processes and implement changes to improve efficiency and quality.
Qualifications and Skills:
- Bachelor’s degree in Facilities Management, Business Administration, or a related field (or equivalent experience.
- Proven experience in managing soft services within the FM industry.
- Strong knowledge of FM industry standards, compliance, and best practices.
- Exceptional leadership and team management skills.
- Strong communication, negotiation, and client relationship management abilities.
- Proficient in financial and contract management.
- Knowledge of health and safety regulations and practices.
- Experience with CAFM (Computer-Aided Facilities Management) systems is a plus.
Key Competencies:
- Problem-solving and critical thinking.
- Time management and organisational skills.
- Ability to work under pressure and manage multiple priorities.
- Customer-oriented mindset with a focus on service excellence.
- Analytical and detail-oriented approach.
Essential Criteria
- Full Clean Driving licence
- Fluent written and spoken English
Reporting To: Director of Operations
Work Environment: This role typically involves a mix of office-based work and on-site visits to client facilities, requiring flexibility and adaptability.