Job description

About Interserve

Key Points

  • Vacancy Title:
    Account Director
  • Vacancy Reference:
  • Contract:
    Dudley Hospitals
  • Security Clearance:
    NHS Check - Standard (Pre-employment)
  • Location:
  • Position Type:
    Full Time
  • Contracted Hours:
  • Contract Type:
    Salaried - Permanent

About Interserve

Interserve Group Limited is one of the world’s foremost support services and construction companies. Everything we do is shaped by our core values. We are a leader in innovative and sustainable outcomes for our clients and a great place to work for our people. We offer advice, design, construction, equipment, facilities management and frontline public services. We are headquartered in the UK and have consolidated revenues of £2.9bn and a workforce of circa 60,500 people worldwide.

The Role

  • Support Services

Interserve is one of the world’s foremost support services and construction companies. Everything we do is shaped by our core values. We are a leader in innovative and sustainable outcomes for our clients and a great place to work for our people. We offer advice, design, construction, equipment, facilities management and frontline public services. Headquartered in the UK, we have gross revenues of £3.3 billion and a workforce of 68,000 people worldwide.

We are looking for an experienced Account Director to provide market leading strategic TFM account management and customer experience. To create, engage and lead high performing teams in growing the business whilst ensuring a safe, compliant, profitable and effective service delivery through operational excellence.

Significant management, leadership and commercial experience at senior level in a large, complex, multi-stakeholder organisation within NHS PFI arena is essential.



To deliver an exemplary customer experience by developing positive and sustainable relationships, understanding and aligning to the customer’s insights and values and providing clear and rewarding customer interactions.

To balance service delivery and strategic development, driving continuous improvement to enhance the customer benefit and ultimately retaining the contract through meeting or exceeding performance delivery.

To ensure that all colleagues understand the customer proposition, maintain a positive brand perception and uphold the customer brand, facilitating an environment to work in partnership with the customer.

To provide a balance between achieving the best for the customer and profitability for the contract.


To create a high performance environment aligned to Interserve’s culture, values and behaviours, achieving success through motivating and engaging teams, reward and recognition, performance management and talent and succession planning.

To effectively performance manage, clearly defining, assigning and reviewing responsibilities regularly and utilising established processes and procedures.

To nurture talent, establish succession and retention plans and manage people development by providing support, guidance and mentoring.

Promoting a culture of wellbeing, embracing diversity and inclusion and enhancing collaboration and innovation across the business.

Ensuring HR policies and procedures are applied fairly and consistently and a level of resource management is maintained to competently meet contractual and legal requirements.


Health and Safety, Quality and Sustainability

To build and embed a zero tolerance, accident free, culture of safe behaviour by remaining visible with a fully committed and proactive approach and ensuring health and safety systems and processes are implemented, monitored and reviewed.

To promote an environment of operational excellence through continuous improvement and innovation.

Financial and Commercial

To fully understand the account commercial contract, identifying and accounting for risks and liabilities and complying with commercial governance.

To understand financial reporting systems, challenging performance, reviewing costs, approving financial submissions and initiating profit improvement plans to achieve or exceed expectations.

To oversee and regularly review budget and forecast creation, income recovery, cost recognition and cash collection controls and deliver the P&L on time and to budget. 


To ensure adherence to all contractual standards, specifications and legislation, monitoring operational performance and avoiding KPI deduction through data utilisation.

To ensure that processes, tools, equipment, resources and all necessary training and supervision are in place to allow teams to carry out their duties safely.

Strategy and Business Development

To create, deliver and review an annual business plan for the account while developing the customer offer through collaboration with Interserve colleagues.

To actively seek organic growth and maximise shareholders profit by opportunity seeking, spending wisely and understanding changes to legislation and working practices.


To provide high quality and accurate reporting, clear and professional communications in accordance with brand guidelines and comply with company security requirements.

To embrace change and Interserve initiatives and actively manage policies, systems and processes. 


What we are looking for


Experience of working in a similar role with a portfolio in excess of £25m per annum - essential.

Educated to degree level or equivalent - essential.

Significant management, leadership and commercial experience at senior level in a large, complex TFM, multi-stakeholder organisations within NHS PFI arena - essential. 

Demonstrable evidence of developing and sustaining a customer focussed culture.

Proven track record of successful financial and commercial management - essential.

Considerable experience in leading and motivating high performance teams - essential.

Experience in managing contracts to achieve high quality services and outcomes- essential.

Able to understand contract obligations and corporate governance in detail, conveying the appropriate aspects to team members - essential.

Able to recognise the development needs of self and others and utilise this to achieve the best outcome.


Exceptional all-round communication and presentation skills.

Outstanding interpersonal skills with the ability to negotiate to the benefit of all parties.

Skilled at building, motivating and leading team performance to achieve desired outcomes - essential.

IT literate and proficient with Microsoft Office or similar applications.

Strong commercial acumen at operational level with the ability to create and deliver successful financial plans -  essential.

Ability to handle and prioritise challenging workloads and delegate effectively - essential. 


Creates, strengthens and manages great relationships of all types and at all levels with both colleagues and customers, displaying a passion for providing an outstanding customer experience.

Actively promotes inclusivity and diversity.

Highly self-aware, maintains wellbeing and remains resilient and optimistic, is committed to developing to their potential and performs at their peak.

Gives clarity and shares passion, embraces change and builds momentum. Inspires others by acting with integrity and leading by example. Achieves results through the success of others.

Upholds the highest possible health and safety standards.

Supports and develops colleagues to ensure that they perform to their full potential. Promotes the wellbeing of others.

Takes charge to ensure right first time delivery to our customers, even in times of ambiguity.

Encourages and embraces new ideas to achieve better results, creates a culture of creativity and ingenuity.

Analyses information to draw insights and make good decisions, creates plans to achieve our vision, sets the direction of travel and clearly outlines responsibilities.

Additional information for internal applicants

Please ensure that you discuss your application with your current line manager before formally applying. Please note that internal job moves are subject to the standard terms for the post being advertised. Enhanced terms cannot be honoured.


Our Values

At Interserve, we support people and organisations to manage change – helping to create improved and better environments in places where people live and work.

Our direction and behaviours are underpinned by a set of core values:

Everyone has a voice

Everyone has a voice, so we listen and encourage openness. We value all views and opinions, we welcome discussion and we treat people as we, ourselves, would want to be treated - with respect and patience.

Take pride in what you do

Whatever the task in hand, everybody can and should take pride in a job well done - a job undertaken with care and done to the best of our abilities.

Bring better to life

We are all about believing we can do better. Asking questions, thinking differently, seeking solutions and creating ideas to support our customers and adding value.

Do the right thing

Doing the right thing means not accepting 'that will do', and not walking by when you could make a positive difference. The right thing also means the safe thing and the sustainable thing.


Competitive pension scheme

Competitive annual leave entitlement

MyInterserve - Company discount scheme offering discounts at high street retailers

Office Location

Close map
Dudley Hospitals - Russells Hall Hospital
Russells Hall Hospital, Interserve (IFM) Offices, Pensnett Road, Dudley, West Midlands, England, DY1 2HQ