Account Manager - UCL

Job Title: Account Manager - University College London – Hard Facilities Management

Purpose of the Role

The Account Manager will spearhead the strategic and operational leadership of Hard FM services across the UCL contracts. With a focus on delivering excellent building maintenance, compliance, and lifecycle services, this role ensures that facilities run efficiently, safely, and in alignment with educational standards and contractual obligations.

Key Responsibilities

• Oversee all aspects of Hard FM services including mechanical, electrical, plumbing, HVAC, and building fabric maintenance
• Lead a team of technical and operational professionals, ensuring optimal workforce performance and development
• Ensure compliance with statutory and contractual obligations (e.g. SFG20, HTM, and DfE guidelines)
• Develop, monitor, and report on KPIs and SLAs
• Manage financial performance: budget control, forecasting, cost-saving initiatives
• Build and maintain strong client relationships, acting as the main point of contact for escalations and strategic discussions
• Drive continuous improvement initiatives with a focus on safety, sustainability, and service quality
• Oversee planned preventative maintenance (PPM) programs and reactive works delivery
• Lead on mobilisation and transition of new contracts when applicable

Skills & Experience

• Proven leadership experience in FM, preferably in the education sector
• Technical qualifications in engineering or building services (e.g. HNC/HND, NVQ Level 4+, or equivalent)
• Strong understanding of health & safety regulations, compliance standards, and asset lifecycle management
• Excellent financial acumen and contract management skills
• Strategic thinker with ability to lead multi-disciplinary teams
• Exceptional stakeholder management and communication abilities
• Familiarity with CAFM systems and industry best practices

Qualifications

• Degree or equivalent experience in Facilities Management, Engineering, or a related field
• IOSH / NEBOSH certification (preferred)
• Membership of a relevant professional body (e.g. BIFM, CIBSE)

What Success Looks Like

• Efficient, compliant, and sustainable operations across all sites
• High levels of client satisfaction and contract retention
• Empowered and high-performing teams
• Continuous innovation and process improvement