Key Account Manager

• Lead all day‑to‑day FM operations, ensuring flawless delivery in line with KPIs and SLAs.
• Maintain a high‑quality workplace environment, coordinating cleaning, maintenance, vendors, front desk and general services.
• Support space planning, move management, event coordination, and workplace experience initiatives.

• Act as the primary relationship owner for the contract including P&L Management, strengthening client trust and ensuring Grosvenor remains their preferred partner.
• Identify opportunities to grow contract scope, propose enhancements, and present value‑adding solutions.
• Build strong business cases for additional services, upgrades, and project works.
• Drive operational efficiencies that improve margin performance while maintaining service excellence.
• Track commercial KPIs, analyse trends, and recommend actions to improve commercial outcomes.

• Oversee all PPM, reactive and corrective maintenance activities using the company portal and client CMMS.
• Ensure technical issues are resolved efficiently and documented to a high standard.
• Maintain asset performance, operational readiness, and technical compliance.

• Own all quality, environmental and health & safety responsibilities.
• Ensure full compliance with statutory requirements, audits, SOPs, and inspection standards.
• Keep H&S documentation, training records, and compliance logs fully updated.

• Manage specialist contractors to ensure safe, efficient and high‑quality delivery.
• Maintain contractor documentation, onboarding, and performance monitoring.

• Lead and develop the onsite FM team, ensuring high engagement and professional growth.
• Conduct performance reviews, support training, and manage HR processes.
• Oversee rosters, staffing coverage and workload allocation.

• Produce concise and accurate monthly commercial and operational reports.
• Track key metrics and dashboards, highlighting trends and opportunities for optimisation.
• Present improvement plans and commercial insights to both Grosvenor and the client.

• Manage project works from concept to completion, ensuring they meet budget, timeline and quality targets.
• Introduce new ideas, technologies, and process improvements that enhance workplace experience and operational performance.

• Respond to critical incidents and emergencies .

• 5+ years’ experience in FM leadership with exposure to commercial, client‑facing environments.
• Strong knowledge of both hard and soft building services.
• Proven ability to build client relationships and grow accounts.
• Excellent communication skills, IT proficiency, and organisational ability.
• Proactive, commercially aware, and confident in presenting ideas and solutions.

• Technical skills on CAFM/CMMS systems
• IOSH or equivalent safety certification.
• Understanding of ISO standards (9001, 14001, 45001, 50001).

Grosvenor Services