Mon to Fri Site based, with your working week spent across the contract's 3 sites, namely in central London, East London and South London Strong salary and benefits Here at ISS, as one the UK's leading Facilities Management (FM) providers, we have just won a long term extension on a Key Hard services account for a multinational prestige retail and events company who have a major UK estate consisting of 3 retail and leisure complexes in London, one in the centre, one towards the East, and one in the South The account largely comprises of Hard FM, covering M&E, Fabric and an exciting pipeline of project work, with site management overseeing day to day delivery via Shift Engineering teams, Engineering Managers, and Account Managers Here, you will oversee the Account wide operation, line manage the two Account Managers, ensuring seamless operation, P&L success and client satisfaction This is a fantastic role to join a newly extended contract with an enlarged scope of works, for a famous multinational retail and leisure company, working closely with a myriad of talented and dedicated people, where you can focus more on Hard Services with delivery on Helpdesk and Service Yard Actions will include: Create and communicate a vision for the strategic development of this major account. Delivery of all contractual and business KPIs and SLAs within the agreed timeframes. Control the arrangements for the financial and commercial management of this account, total P&L in excess of £10m. Implement any changes sensitively and with minimal disruption. Identify any risks regarding proposed changes and develop a strategy to overcome or mitigate.Own the relationship framework for this key customer, ensuring effective relationships are in place at all levels within the business.Lea d the annual review with client exec and exec teams, chair quarterly reviews with senior leaders. Achieve the client net promoter score in participation and eNPS score as per annual target Promote quality client communications Ensure full contract compliance is adhered to from a statutory PPM and reactive perspective Ensure compliance with all country legislation We We need from you: Applicants should have experience at operating at senior level at Account/Contract leadership level Relevant expertise for managing contract compliance requirements.Strong background in Hard Services with a qualification and relevant experience essential.