Job Summary
The Account Manager is responsible for managing the day-to-day delivery of FM services across the assigned account, ensuring service excellence, client satisfaction, and operational performance. The role acts as the primary point of contact for the client, leading on-site teams and collaborating cross-functionally to ensure all services are delivered to the agreed standards, KPIs, and SLAs.
Key Responsibilities
- Serve as the primary point of contact for the client, building and maintaining a strong, professional, and trust-based relationship throughout the contract term
- Oversee the delivery of FM services across the assigned account, ensuring all SLAs, KPIs, and service standards are consistently achieved
- Lead, manage, and develop on-site FM teams across hard and soft service streams, ensuring adequate resourcing, performance, and professional conduct always
- Collaborate cross-functionally to ensure seamless, compliant, and coordinated service delivery across all account activities
- Monitor account performance through regular reporting, client reviews, and performance dashboards, implementing corrective actions where required
- Ensure all on-site activities comply with applicable QHSE standards, regulatory requirements, and company policies
- Address and resolve client concerns, complaints, and operational escalations in a timely and professional manner
- Oversee the execution of planned preventive maintenance, reactive works, and soft service operations to ensure they are carried out as scheduled and to the required quality standard
- Identify opportunities for service improvement, innovation, and value enhancement to support the client's evolving operational needs
- Prepare and present regular performance reports, account reviews, and operational updates to the Account Director and the client
- Ensure compliance with company policies and regulations related to the position
- Stay updated on industry best practices to enhance professional performance and process improvement
Key Stakeholders
Internal Communications:
- Operations
- QHSE
- Procurement
- Finance
- Human Resources
- Clients
- Subcontractors
- Vendors
- Consultants
- Regulatory Authorities
Requirements
Core Competencies:
- Education: Bachelor's degree in Facilities Management, Engineering, or a related field
- Certification: Professional certification in Facilities Management (e.g., IFMA CFM, BIFM/IWFM) is preferred; PMP certification is an advantage
- Experience: Minimum of 12 years of experience in facilities management or account management, with demonstrated experience managing mega or giga projects with multiple sites in Saudi Arabia
- Saudi Market Knowledge: Familiarity with Saudi Arabian FM regulations, local client expectations, and service delivery standards
- Hard & Soft Services Knowledge: Broad understanding of both hard and soft FM service streams to enable effective oversight of multi-disciplinary service delivery
- Bilingual Communication: Ability to communicate and correspond effectively in English
- Leadership: Ability to lead, motivate, and develop on-site FM teams, providing clear direction and accountability across all service delivery activities
- Client Focus: Ability to build and maintain strong client relationships, consistently demonstrating responsiveness, professionalism, and commitment to service excellence
- Communication: Excellent verbal and written communication skills to engage effectively with clients, on-site teams, and senior stakeholders
- Problem-Solving: Strong capacity to analyse operational challenges and implement timely, effective, and well-considered resolutions
- Planning & Organisation: Ability to plan and coordinate multi-disciplinary service activities to ensure efficient resource utilisation and uninterrupted delivery
- Stakeholder Management: Ability to manage relationships across client, subcontractor, and internal stakeholder groups to ensure alignment and operational satisfaction
- FM Service Delivery Management: Strong knowledge of hard and soft FM service delivery, performance management, and quality assurance across multi-site operations
- People & Resource Management: Proficiency in workforce planning, scheduling, performance management, and team development across large, multi-disciplinary on-site teams
- Client Reporting & Performance Monitoring: Experience in preparing and presenting performance dashboards, KPI reports, and client review documentation
- Risk & Compliance Management: Knowledge of operational and safety risk identification, QHSE compliance, and regulatory requirements within an FM environment
- CAFM & Systems: Knowledge of CAFM systems and digital FM tools used to monitor service performance, manage work orders, and maintain accurate account records
- Continuous Improvement: Knowledge of service improvement methodologies and best practices to enhance operational efficiency and account performance
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.