Account Manager

Account Manager
Client: Equans
Location: Moderna ,Harwell Campus
Contract Length: 3 Months (Possibility of extension)
Working Arrangement: Office based position,
SHEQ Statement:
EQUANS is committed to leading our sector in sustainability. Our Employees have a collective responsibility to work in a sustainable and efficient manner helping to minimise our impact on the environment whilst contributing benefits for our clients, colleagues and the community. Employees have a responsibility not to cause harm to ourselves or to others in our efforts to make safety personal. All Employees are expected to work within our Sustainability and Health and Safety policies and procedures.
General Overview:
Harwell is Moderna's new Innovation and Technology Centre (MITC) site which is responsible for the development and manufacture of its pharmaceutical products. The site consists of manufacturing, clean rooms, laboratory, office and plant rooms. The nature of their business requires their Lab and manufacturing areas to meet clean room standards. The maintenance of their HVAC equipment is of the upmost importance to ensure their production and science always remains operational at all times. This is a customer facing role, ideally suited to an operator who will lead by example and spend a significant amount of their time actively engaging and ensuring the customers' requirements are met.
Impact:
Client & Stakeholder management

• Lead stakeholder management across all client operational area owners, ensuring strong, collaborative relationships within Plant, Laboratory, and Manufacturing environments.
• To work in a proactive, collaborative manner which ensures that all aspects of the service agreement between EQUANS and Moderna are delivered with the requisite levels of professionalism, achieving contractual key deliverables.
• Customer focused within all areas of operational activities, nurturing and maximising relationships with clients.
• Actively gather and respond to customer feedback, using insights to refine service delivery and ensure evolving client requirements are consistently met, demonstrating effective control of the environment.
• Promote an open, transparent, and solutions-driven management style, encouraging continuous improvement, professional development, and effective problem-solving among team members and client stakeholders.
• Provide clear, influential communication through expert advice, leadership presence, and proactive participation in client management meetings, briefings, consultation forums, and formal correspondence.
• Deliver accurate and timely reporting, including monthly performance reports and ad-hoc updates, ensuring visibility of operational performance, risks analysis coupled with effective corrective actions undertaken, and improvement opportunities.

Operational Excellence

• Ensure full compliance with all statutory, regulatory, and contractual obligations across diverse stakeholder groups, ensuring safe, efficient, and legally compliant operations.
• Ensure all contractual commitments are achieved, meeting or exceeding SLA and KPI requirements as defined within the contract documentation ensuring KPI penalties are not incurred.
• Guarantee timely completion of all PPM and reactive maintenance tasks, ensuring work is delivered in line with the maintenance specification and accurately recorded in real time within the CAFM system.
• Ensure PPM Job plans are reviewed to ensure that they are appropriate, making recommendations to enhance the reliability of the assets whilst minimising downtime or unavailability.
• Ensure plant faults and defects are promptly resolved maintaining asset reliability, minimising downtime, and safeguarding business-critical operations.
• Ensure all maintenance and operational activities are fully documented, providing clear evidence of task completion and compliance.
• Maintain robust adherence to ISO-aligned Quality Management Systems, ensuring all required records, processes, and audits are consistently up to standard.
• Implement continuous improvement initiatives, leveraging process enhancements, technology solutions, and best-practice methodologies to optimise service delivery.

Health and safety

• Ensure that all risks relating to safety, health, environment and quality are effectively managed using Risk Assessments, PPE, training and company procedures to ensure a safe working environment for both employees and clients.
• Control and monitor the performance of specialist service provider and sub-contractors.
• Operate and oversee the Permit to Work system, ensuring alignment with EQUANS Technical and SHEQ processes and client-approved procedures.
• Review monthly audit findings to verify legislative and contractual compliance across all service delivery streams, escalating issues to the Account Director where required.

People Leadership

• Lead, mentor, and develop the on-site multi-disciplinary FM team, including engineering, and administrative functions, ensuring strong capability and alignment with operational goals.
• Cultivate a high-performance culture built on accountability, collaboration, continuous improvement, and exceptional service delivery.
• Oversee effective resource planning, ensuring appropriate staffing levels, robust succession planning, and structured talent development across all roles.
• Ensure all contract positions are filled with fully competent, properly trained personnel, with each team member possessing the skills, qualifications, and experience required to perform their duties safely and effectively.
• Ensure the professional image of EQUANS is consistently upheld, presenting the company with integrity, competence, and excellence in all client interactions.

Commercial & Financial Management

• Maintain a strong commercial understanding of all contractual deliverables across the full-service scope, ensuring obligations are fully met and opportunities for added value are identified.
• Minimise organisational risk-technical, financial, and health & safety-by carrying out appropriate checks, controls, and due diligence in a timely and proactive manner, maintaining a RAG status Risk Register ensuring risk mitigation is effective controlled.
• Manage costs effectively and maximise profitability, ensuring financial performance aligns with budget expectations and contractual requirements.

• Monitor and control WIP and debt levels, maintaining them within acceptable thresholds and ensuring timely billing and cashflow performance.
• Manage and deliver against client-set financial budget targets, providing accurate forecasting, variance analysis, and financial reporting to support informed decision-making.
• Ensure all monthly invoice applications are prepared accurately and submitted on time, supporting effective cashflow management and contractual compliance.
• Any other task as directed by the Account Director

Impact:
As Equans representative and main point of contact with the Client, the importance of this role cannot be overestimated.
It is essential that all works are carried in a cost effective, timely manner, maximising revenue, where possible.
Ability to work under pressure
Ability to manage both customer and team expectations
Ability to prioritise and organise
Demonstrate self-motivation
Customer focused
Work to tight deadlines
Ability to communicate within our business and our customers
Ability to organise own workload
Be computer literate (Microsoft Outlook, Power Point, Word & Excel)
Focus on maintenance and repair within set timeframe and according to defined process, maintenance agreements and customer needs
Primary 'on site' customer contact for technical installation and/or service issues
Completes planned site / customer visits and resolves customer request / calls as dispatched
Develops positive customer relationships, ensures pro-active feedback on and documentation of the customer's equipment and systems status and of work completed
Complexity:

• Delivery and management of planned preventative maintenance and reactive works.
• Safe working environment for all staff and sub-contractors

• Team management and communication
• Profit and loss understanding
• Customer focus
• To successfully manage the operation of all areas of the contracted FM services.
• Compliance to EQUANS Quality, Health & Safety policies.
• To manage the relationships with all stakeholders
• To manage the team by example and through effective use of management and motivational techniques to develop skills to grow the business.
• To champion best practice across all activities of the contract and act as the driver for change in pursuit of continuous improvement.
• To be our EQUANS ambassador for first class Customer Service.
• Ensure customer / client satisfaction is met or exceeded at all times
• Meet with key stakeholders on a regular basis and generate networking opportunities.
• Ensures compliance with environmental and industry regulations, where required

Qualifications or Required Experience:

• Minimum of 10 years of experience in facilities management at managerial level, preferably in the pharmaceutical or similarly regulated industry
• Essential to hold a Hard FM recognised Technical qualification in a relatable Engineering field,
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