The Associate Director is responsible for the operational, commercial and financial performance of a portfolio of strategic client accounts.

Leading integrated service delivery across Technical Services, Workplace Experience, Soft Services and specialist service partners, they ensure services are delivered safely, consistently and profitably while building long-term client relationships and developing high-performing teams.

Working closely with the Business Unit Director, the Associate Director contributes to the delivery of business strategy, supports sustainable growth and drives continuous improvement across their portfolio.

This role requires a highly experienced facilities management professional with a proven track record of leading complex, multi-site and multi-service operations.

Key Responsibilities

Operational Leadership

• Lead the delivery of integrated facilities management services across Technical Services, Workplace Experience, Soft Services and specialist partners.

• Ensure services are delivered safely, compliantly and in line with contractual obligations and client expectations.

• Drive operational excellence, consistency and continuous improvement across the portfolio.

• Oversee mobilisation, service transformation and performance improvement initiatives.

• Promote collaboration across operational, engineering and support functions to deliver a seamless client experience.

Commercial & Financial Management

• Hold full P&L responsibility for the portfolio.

• Deliver agreed revenue, margin and profitability targets.

• Lead budgeting, forecasting and financial performance reviews.

• Identify opportunities for organic growth, contract expansion and service improvement.

• Manage commercial risk and ensure effective contract governance.

Client Relationship Management

• Build and maintain trusted relationships with senior client stakeholders.

• Lead strategic business reviews and governance meetings.

• Act as the senior point of escalation for operational and commercial matters.

• Support client retention through exceptional service delivery and value creation.

Leadership & People

• Lead, coach and develop Account Directors, Account Managers and senior operational leaders.

• Build engaged, high-performing teams aligned to Pareto's values and culture.

• Support succession planning and leadership development across the portfolio.

• Foster a culture of accountability, collaboration and continuous improvement.

Strategic Contribution

• Support the Business Unit Director in delivering business objectives and strategic priorities.

• Contribute to business development, mobilisation and transformation projects.

• Share best practice and promote innovation across the wider business.

• Represent Pareto professionally with clients, partners and industry stakeholders.

Person Specification

Essential Experience

• Significant senior leadership experience within Facilities Management.

• Proven experience managing complex, multi-site, multi-service client portfolios.

• Demonstrable responsibility for P&L management and commercial performance.

• Experience leading integrated Technical Services, Soft Services and Workplace Experience teams.

• Strong track record of developing senior operational leaders and building high-performing teams.

• Experience managing strategic client relationships at a senior level.

Essential Knowledge

• Integrated Facilities Management.

• Technical and engineering service delivery.

• Commercial contract management.

• Financial management, budgeting and forecasting.

• Health, Safety and statutory compliance.

• Business planning and continuous improvement.

Skills

• Strong leadership and people development skills.

• Commercially astute with excellent financial acumen.

• Strategic thinker with sound operational judgement.

• Excellent communication, influencing and stakeholder management skills.

• Strong analytical and problem-solving ability.

• Able to lead multidisciplinary teams and deliver results through others.

Qualifications & Experience

Essential

• Proven senior leadership experience within Facilities Management.

• Proven experience managing senior direct reports

• Proven experience managing portfolios of both geographic footprint and client diversity.

• Proven experience managing P&L Accounts £10m and above.

• Full UK Driving Licence.

Desirable

• IWFM Level 5 or above (or equivalent).

• IOSH Managing Safely, NEBOSH or equivalent.

• Leadership or Business Management qualification.

• Membership of a relevant professional body.