Account Director National Grid

Mitie Job Title           SAM Account Director

Value Stream            Business Management

Job Family                 Account Management

Mitie Band                     M3

Role Purpose

To lead the strategic account management team for National Air Traffic Services.

About Mitie;

Founded in 1987, Mitie is the UK's leading facilities management and professional services company. We offer a range of specialist services including Security, Engineering Services, Cleaning, Landscaping, Energy and Property Consultancy, Property Maintenance, and Custody Support Services.

Mitie employs 77,500 people across the country, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. We take care of our customers' people and buildings, by delivering the basics brilliantly and by deploying advanced technology. We are pioneers in the Connected Workspace, using smart analytics to provide valuable insight and deliver efficiencies to create outstanding work environments for customers.

About NATS;

NATS Purpose is “Advancing aviation, keeping the skies safe” and is the UK's leading provider of air traffic control services. In a typical year pre-Covid, they handle over 2.5 million flights and 250 million passengers travelling over the UK and across the North Atlantic.

Outside of the UK they offer air traffic services to customers including airports, airlines, air traffic service providers and governments. We currently provide these across parts of Europe, the Middle East and Asia.

NATS business operates in two key areas:

• Regulated business - NATS en route (NERL)
  • Operates under licence issued by the UK government to manage UK upper airspace.
  • Subject to economic regulation on prices and revenues by the UK Civil Aviation Authority.
• Unregulated business - NATS Services
  • Completing in the marketplace
  • Provided ATC services to airports and aviation related services to the UK and international organisations.
  • Customers include the UK Ministry of Defence, Governments, Airports, Airlines, Wind Farms and other airspace users
  • Supporting customers in over 30 countries across the globe with key presence in Europe, North America, the Middle East and Asia Pacific

Key Responsibilities &

The Strategic Account Director will be responsible for strategic and operational leadership of integrated Facilities Management services for the Account the is NATS (National Air Traffic Control). This is a sizable and senior role within the leading Facilities Management Provider – Mitie Ltd, whose strategy is to deliver Facilities Transformation across its business predominantly in the UK.

The Account relies on well maintained and operationally resilient facilities, which are fundamental to the overall workplace experience. With increasing customer expectations and more demand for increased value, the operational effectiveness of the account is fundamental, and this role will set the direction for achieving exemplary future service delivery at NATS.

The role is responsible for setting the direction and through great relationships grow account revenue, leading a diverse operational team (including both direct labour and via the supply chain) and taking full accountability for delivering operational excellence within budget expectations, whilst providing an exceptional service experience.

The post holder will be ultimately accountable for ensuring that senior managers leading wide-ranging operational teams deliver an agile, operationally efficient, and service-focused function that is regulatory compliant and benchmarked as best in class.

The role will require a resilient, and continuous improvement orientated leader, able to maintain pace and new ways of working. This will include cultural change in line with the vision and values of both Mitie & NATS.

Generic Responsibilities for Account Directors in Mitie:

1. Lead, coordinate, integrate, and manage resources to ensure they are of appropriate quality (whether people, financial, or assets) and are developed to meet strategic direction, standards, and requirements.
2. Develop policies, plans & approaches and ensure these are implemented effectively for the Account such that resources are in place to operationalise the strategy and deliver targets & objectives over the planning cycle.
3. Ensure development & deployment of best-in-class account strategies, plans, approaches & techniques including forecasting, capability & skills development, recording, reporting & product knowledge across an account management team to ensure income attainment & future growth consistent with volume & margin objectives for the strategic account.
4. Use best in class Management Information to support contract delivery and utilise data analysis from across the service lines and asset information to develop innovative approaches and continuous improvement.
5. Ensure the delivery of best-in-class engineering maintenance at sites with Critical National Infrastructure assets.
6. Ensure effective planning and coordination of resources to deliver contract requirements for planned & reactive maintenance, working with client representatives to achieve efficient access arrangements.
7. Deliver positive net promotor scores with the customer, ensuring regular experience surveys in line with Mitie policy.
8. Promote and manage positive social value within the account to promote positive employee engagement in foster community links in accordance ESG commitments made as part of tender responses and Mitie best practice.
9. Facilitate & build relationships with opinion leaders within National Grid of long-term strategic importance to the business to ensure sharing of products, values & approaches and to maximise business & sales opportunity and attainment of annual sales objectives for the accounts.
10. Manage project & sales pipeline, work with marketing teams to secure required income and growth.
11. Manage delivery performance & achievement, work with contract managers to ensure contract and account services are delivered consistent with terms of the contract and anticipate income for the contract.

About this Role

An account is declared ‘strategic' where it is of critical importance to the business and, because of business partnership arrangements, size and impact, there is opportunity for future growth.

The AD must nurture, develop, extend & deepen account & stakeholder relationship to maximise business development and sales opportunity. The role is fully accountable for delivery of results for the strategic account, a business unit or a sector.

The ideal candidate have:

• Experience of leading and managing a professional Integrated Facilities Management function within a complex dynamic operating environment, with a diverse customer base, including external stakeholders such as the MOD and 3rd party tenants. Possess excellent communication skills and be able to engage at a c-suite and strategic level with clients
• Proven ability to operate at a strategic level, engage senior stakeholders, create and determine business strategy and leading teams through to effective delivery utilising strong leadership and change management methodologies.
• Proven experience in managing a significant operating budget (circa £30m), with a focus on achieving financial sustainability, value for money, and continuous improvement in operational performance.

Person specification

• High levels of business and sector awareness, with a deep understanding of the mechanics of the aviation landscape, and the unique challenges and opportunities within which it operates.
• Lead and implement continuous change, to deliver a culture shift to achieve optimum service delivery and a high-performance culture based on Mitie Values.
• Strong critical thinking and analytical skills, with the ability to assess problems, identify root causes, and develop innovative and pragmatic solutions that drive operational effectiveness and service delivery.
• A strategic thinker with a balance of technical expertise and professional knowledge, able to conceptualise long-term strategies and articulate them clearly to stakeholders at all levels.
• Strong ability to drive change in challenging environments, bringing stakeholders along for the journey is critical.
• Excellent understanding of legislation and governance surrounding soft and hard FM Services and interpreting this for the customer.
• Ability to forecast and capitalise on emerging trends in the sector, translating these insights into competitive advantages for the customer in areas such as Technology application, maintenance and asset management.
• A client-focused approach to service delivery, with a proven ability to engage with senior stakeholders and influence business strategy, ensuring alignment with the customers long-term goals and priorities.
• Personal and professional commitment to the Mitie' s core values and an ability to articulate these meaningfully to staff at all levels to inspire exceptional performance.
• High standards of personal and professional integrity.
• Ability to deal with dynamic and complex situations requiring judgment and sensitivity, with a willingness to take accountability.