Account Director

Account Director - Oxford Brookes University (OBU) Job Purpose

The Account Director is responsible for the strategic leadership, operational delivery, commercial performance, and continuous improvement of all services delivered across the Oxford Brookes University contract.

As the senior Mitie representative for the account, the Account Director will build and maintain strong client relationships, ensuring services consistently exceed expectations while supporting the University's objectives for safety, sustainability, student experience, and operational excellence.

The role carries full accountability for contract performance, growth, compliance, and the leadership of multi-disciplinary teams across the OBU estate.

The Account Director is there to act as the client's primary Head of Security, representing their security interests across key stakeholder meetings, audits, and governance forums.

Key Responsibilities Strategic Client Leadership

• Act as the senior point of contact for Oxford Brookes University senior stakeholders.

• Develop and maintain trusted partnerships with key client representatives.

• Create and deliver a long-term strategic account plan aligned to client objectives and Mitie business goals.

• Lead governance meetings, executive reviews, and contractual performance discussions.

• Identify opportunities to enhance service delivery, innovation, and value creation.

Operational Excellence

• Provide strategic oversight of all contracted services across the OBU estate.

• Ensure services are delivered safely, effectively, and in line with contractual obligations.

• Drive a culture of continuous improvement and operational excellence.

• Oversee performance against all KPIs, SLAs, and contractual commitments.

• Ensure risks are identified, managed, and escalated appropriately.

Commercial & Financial Accountability

• Hold full responsibility for account P&L performance.

• Deliver contract profitability through effective budget management and cost control.

• Identify growth opportunities, contract variations, and additional service opportunities.

• Lead commercial negotiations in conjunction with operational and commercial teams.

• Ensure accurate forecasting, reporting, and financial governance.

Client Relationship Management

• Establish effective relationships with university leadership teams and key stakeholders.

• Act as a trusted advisor on operational delivery, service improvements, compliance, and innovation.

• Ensure customer satisfaction remains a primary focus throughout the contract lifecycle.

• Support contract retention and future growth opportunities.

Compliance, Risk & Governance

• Ensure full compliance with statutory, contractual, and company requirements.

• Maintain robust governance frameworks across the account.

• Lead health, safety, environmental, and quality compliance activities.

• Ensure audit compliance and corrective actions are completed.

• Promote a risk-based approach to service delivery and operational decision making.

Leadership & People Development

• Lead, motivate, and develop a high-performing management team.

• Create a culture focused on accountability, engagement, inclusion, and development.

• Drive employee engagement, succession planning, and talent development.

• Ensure training compliance and professional development across all service lines.

• Champion Mitie values and behaviours throughout the contract.

Innovation & Continuous Improvement

• Encourage innovative solutions that improve performance, efficiency, and customer experience.

• Leverage technology, data analytics, and reporting tools to support decision making.

• Support sustainability initiatives aligned to Oxford Brookes University's environmental objectives.

• Share best practice across the wider Mitie business.

Key Performance Indicators

• Contract profitability and budget adherence.

• Client satisfaction and relationship management.

• Retention and growth of the contract.

• Achievement of contractual KPIs and SLAs.

• Health & Safety performance.

• Compliance and governance audit results.

• Employee engagement and retention.

• Delivery of innovation and continuous improvement initiatives.

Person Specification Essential

• Significant experience in an Account Director, Senior Operations Director, or equivalent leadership role.

• Proven success managing large, complex, multi-service contracts.

• Strong client relationship management skills at executive level.

• Demonstrable experience of leading large operational teams.

• Excellent commercial and financial acumen, including P&L management.

• Strong understanding of contractual governance and compliance.

• Ability to influence and engage stakeholders at all levels.

• Excellent communication, leadership, and strategic planning skills.

Desirable

• Experience within Higher Education, Campus Environments Security, or Integrated Facilities Management.

• NEBOSH, IOSH, or equivalent Health & Safety qualification.

• Experience driving sustainability and ESG initiatives.

• Degree level qualification or equivalent professional experience.

Personal Attributes

• Strategic and commercially focused.

• Strong relationship builder.

• Results driven and accountable.

• Resilient and adaptable.

• Innovative thinker.

• Excellent communicator.

• Strong decision-maker with high levels of integrity.

• Passionate about developing people and creating high-performing teams.

Health & Safety Responsibilities

• Demonstrate visible leadership in health, safety, and wellbeing.

• Ensure compliance with all relevant legislation and company policies.

• Lead accident prevention initiatives and risk management processes.

• Ensure all incidents are investigated and appropriate actions implemented.

• Support a positive safety culture across the contract.

Information Security Responsibilities

• Ensure compliance with Mitie information security policies and procedures.

• Proactively identify and report information security risks.

• Protect client, employee, and company data at all times.

• Ensure all security incidents are reported and managed appropriately.