Global Key Accounts

As a global leader in facilities services, we connect people and places to make the world work better. Whether directly or indirectly, you’ll play a vital role in supporting our Placemakers in delivering exceptional workplace experiences for our customers. Together, we make space for people and businesses to thrive.

Key Purpose

The Global Account Director leads a strategic partnership with a major global client-an edge-to-cloud technology leader empowering businesses to leverage data and applications across diverse environments. ISS supports this client across 170 sites in more than 50 countries, fostering environments where their business can thrive. Through the OneISS approach, this role ensures outstanding service delivery, long-term account retention, and sustainable growth by driving operational excellence and cultivating deep customer insight.

Success Criteria

• Full ownership of account ensuring world-class delivery of service(s)
• Ensuring immediate stabilization as a foundation for strong, continuous client relationships
• Account development, sustainability, growth, and retention
• Operational development and account transformation
• High customer satisfaction scores
• A clear vision on solutions and problem solving combined with strong communication skills and the ability to work with people from different backgrounds, cultures, and professional levels
• Providing strong leadership across the accounts
•  Ensuring quality and timeliness of service delivery in accordance with contractual terms
• Participating in presentations and negotiations
• Participate and embrace the development opportunities

Key Areas of Collaboration and Influence

• Communicate effectively with colleagues within the Business Unit and across the company so that information is disseminated effectively and participate in project groups and meetings as required
• Promote the IFS model within the ISS community
• Transfer best practice
• Use the account to promote and further develop ISS

Ideal Candidate Experience

• Proven strategic leadership in global account management within complex, matrixed organizations
• Strong commercial acumen with experience in budgeting, reporting, and identifying growth opportunities
• ·Excellent communicator and relationship builder at all organizational levels - internal and external
• Skilled in contract management, negotiation, and navigating dynamic, multi-project environments
• Experience in leading diverse, cross-functional teams across geographies
• Deep understanding of FM industry standards and customer-centric service delivery

Key Accountabilities

• Lead a global team that supports and guides 1,900+ Placemakers across 50+ countries to deliver outstanding workplace experiences
• Translate customer insights into tailored, scalable solutions across regions and sites
• Drive strategic stakeholder engagement, aligning internal and external stakeholders around a unified account development plan, ensuring innovation and continuous improvement
• Communicate the customer promise clearly across all levels, ensuring every team member understands their role in delivering it
• Build and maintain a high-performing team through recruitment, development, and succession planning
• Continuously optimize service delivery, ensuring compliance with local laws, customer requirements, and ISS policies
• Ensure accurate and accessible customer data management in CRM and ISS business tools

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.  

ISS offers full-time employees a variety of benefits, including medical, dental, life, and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $230000 per year - $250000 per year. Final compensation will be determined based on experience and skills and may vary from the abovementioned range.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to influence the market positively wherever we operate.