As Key Account Director, you will take full ownership of a strategically important, single-site contract within a leading FM business. Historically soft services-led, the contract has expanded into a Total Facilities Management (TFM) model and now requires a hands-on, commercially aware leader to re-energise operations, improve service standards, and rebuild senior client relationships.This is a high-impact leadership role with full accountability for delivery, client satisfaction, and contract growth. You’ll lead on-site operational teams and drive cultural change, uplift service quality, and work closely with the client to restore confidence and partnership alignment.Key Responsibilities Strategic and CommercialLead the turnaround and transformation of a strategically critical site, aligning delivery with commercial and contractual objectives.Identify opportunities to improve profitability, service quality, and client perception through innovation and service refinement.Contribute to budget planning, cost management and growth strategies that enhance contract performance and stability.Support the business with reporting and insight that feeds into strategic planning and future contract negotiations. Operational DeliveryOversee day-to-day TFM operations with a strong emphasis on soft services, particularly industrial cleaning and workplace support.Ensure compliance with service-level agreements (SLAs), health & safety regulations, and internal operational standards.Drive a culture of operational rigour and continuous improvement, ensuring high levels of responsiveness, quality and consistency.Actively address service gaps, underperformance or legacy challenges, creating a plan for rapid improvement. People LeadershipLead and manage on-site FM teams including cleaning, technical, front-of-house, and subcontracted service providers.Set clear performance expectations, hold teams accountable, and develop talent within the contract.Champion employee engagement and ensure alignment with the client's workplace culture and expectations. Client Engagement & Relationship ManagementAct as the day-to-day senior contact for the client, rebuilding trust, visibility, and credibility.Engage in regular, structured client meetings including reviews, reporting, and future planning.Develop a deep understanding of the client’s strategic priorities and position the contract to support their wider business goals.Be proactive in resolving issues and building partnerships that create long-term client value and contract retention. Collaboration & Internal InfluenceWork closely with HR, Finance, Compliance and central operations to support robust contract delivery.Provide insights to senior leadership on risks, opportunities, and lessons learned to inform wider business practice.Support mobilisation of any new or changing services within the site as needed.Candidate Profile Experience RequirementsProven leadership experience in FM environments, with a strong track record in industrial cleaning service delivery.Strong background in soft services, with an understanding of TFM operations in a large, single-site setting.Demonstrated success in contract recovery, operational transformation, or performance improvement projects.Experience building relationships at senior client level, ideally within complex or demanding environments.Commercially aware with an understanding of how to drive margin, client satisfaction and service outcomes. Soft SkillsStrategic thinker with a hands-on, delivery-focused mindset.Independent, self-starting and confident managing challenging situations.Fast-paced and resilient, with the ability to lead through pressure and change.Strong interpersonal and communication skills, able to quickly build rapport and trust.Practical leader with high emotional intelligence and team engagement skills.