We are seeking an experienced and strategic Key Account Director to lead the full scope of soft services at Worcester Royal Hospital, including cleaning, retail, catering, portering, switchboard, helpdesk and security. The role is critical in ensuring a strong strategic partnership with the customer by leveraging the Global ISS scale and developing a deep understanding of the customer's business, purpose and needs. This position is central to creating long-term value for the customer while supporting the retention and growth of the contract., We are looking for a resilient and influential leader who can operate confidently within a complex PFI environment, manage diverse stakeholders and deliver robust operational performance. The role requires full accountability for people leadership, financial management, and ensuring services are delivered in line with SLAs and KPIs. The Key Account Director will be onsite five days a week and must be able to challenge constructively and maintain strong professional relationships.ResponsibilitiesLead the full soft services delivery across the Worcester Royal Hospital contract, ensuring high standards and operational compliance.Take full ownership of financial performance, including budgetary control and P&L accountability.Use ISS business tools and the ISS Account Development Process to drive a structured strategic customer focus.Ensure customer information is accurately maintained and accessible within CRM and relevant systems.Translate customer insights and needs into appropriate solutions and service propositions.Manage and engage stakeholders across both PFI partners and internal teams.Oversee SLA compliance, KPI reporting and performance management.Maintain continuous improvement, ensuring challenges are handled robustly and constructively.QualificationsFM industry experience or experience within service-industry and supplier management.Experience working in large organisations with multiple stakeholders and varying expectations.PFI experience and understanding of associated challenges.Healthcare experience preferred but not essential.Previous experience in a similar account leadership role.Onsite presence required five days a week.Strong ability to challenge appropriately and maintain professional credibility.Experience in customer relationship sales and/or consultancy sales.Experience in budgeting, financial management, reporting and performance management.ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme.If you have any further queries regarding this role, please contact the Resourcing Team. #J-18808-Ljbffr