Principal Account Manager

Job details Job title: Account Director Business Unit: NHS SBS Reports to: Director of Partnerships Location: Hybrid – Variable This role requires regular travel to Leeds, plus occasional travel to other UK office locations (London, Southampton, Salford, Sheffield) Career level: 4 Job family: Sales and Client Management NHS SBS is a joint venture between Sopra Steria and the NHS providing critical business support and transformational services for the NHS. We deliver Finance & Accounting, Employment Services, Procurement, IT Solutions, and Consultancy Services. NHS SBS’s strategy focuses on transformation and growth expanding existing platforms and developing new digital service offers. Job Purpose: The Account Director role is accountable for driving effective contract management and account growth across a defined portfolio of client accounts. Responsibilities include key stakeholder relationship management and development, financial & account growth, management of Trust & ICS level governance meetings, compliance to contractual obligations and oversight on effective service delivery. Individuals will successfully manage and develop high-impact client relationships at Trust and ICS level. They will be a strategic point of contact for Executive client stakeholders, securing account advocacy and growth through consultative engagement, new solution sales and by ensuring optimal service consumption at source. They will manage the full contract lifecycle with clients through to renewal, demonstrating continuous relationship development and value add by engaging clients in future service developments which support delivery against their key challenges and priorities. The Account Director will lead delivery of internal account reporting and planning, escalation of risks and issues and coordinate resources across NHS SBS to enable delivery of required actions, improvements and growth opportunities. They will ensure effective understanding and oversight of accounts with all levels of stakeholders, including executive teams. To be successful in this role individuals must possess a solid business understanding of NHS customer working practices, at both Trust and ICS level, considering how the NHS market and priorities are changing and developing in response to evolving health requirements and policy.Individuals will also build strong and trusted internal business relationships to influence and shape future service requirements and the direction of travel for customer account development. Key accountabilities 1. Client Relationships & Executive Engagement Develop and continuously improve trusted advisor relationships with C-suite and senior NHS client stakeholders (Chief Financial Officers, Chief People Officers, Directors of Procurement, Directors of Transformation, Chief Technology Officers etc). Lead strategic account planning and client contract reviews, aligning Business Process Outsourcing (BPO) & Professional Service solutions to NHS objectives (e.g. cost optimisation, digital transformation, workforce efficiency, employee experience). Act as the bridge between departments to meet client needs (e.g. service delivery, finance, service management), facilitating collaboration to deliver integrated solutions for clients. Lead constructive resolution of escalated client issues and concerns Represent the organisation as the key interface in all critical client forums and governance structures. Capture enterprise Net Promoter Scores (NPS) from client portfolio to an agreed frequency, ensuring advocation is captured and maintained 2. Contract & Commercial Management Own and manage large-scale NHS BPO contracts, ensuring full compliance with contract terms, SLAs, KPIs, key obligations and regulatory requirements. Manage contract variations, amendments, and renewals, managing change control effectively. Ensure commercial rigor, risk mitigation, and contract profitability while maintaining service excellence. Provide regular updates to internal stakeholders on account health, risks, and opportunities to create open communication and feedback loops while translating client feedback into actionable internal insights. 3. Account Growth & Financial Performance Drive financial performance within assigned NHS Accounts by identifying, developing, and maximising opportunities for revenue growth, improved margins, and enhanced commercial outcomes, working closely with Operational leadership. Provide strategic insight and analysis into account performance to support and influence commercial decisions, renewal planning, and pricing proposals. Lead regular financial and performance reviews, ensuring accuracy, transparency, and alignment with finance business partners and Operational leadership. Oversee billing and invoicing processes, ensuring they are accurate, timely, and support strong commercial governance. 4. Growth Strategy: Cross-sell Opportunities Identify and convert growth opportunities within the NHS account base, including cross-sell of shared services and professional services (consulting and digital) opportunities Collaborate with Operations, Solutions, Product, and Marketing teams to shape tailored proposals that meet NHS transformation and service improvement priorities. Support RFI/RFP responses and negotiate commercial terms in alignment with growth strategy. 5. Right at Source Service Consumption & Compliance Work with Operations teams and Service Managers to ensure client-side adherence to “Right at Source” service delivery models, driving client behavioural and process compliance. Enable stakeholder engagement and training initiatives to embed service consumption best practices within NHS client organisations. Work with Service Managers to use data analytics to evidence compliance, uptake, and operational performance. 6. Strategic Consulting & Advisory Enable the introduction and delivery of strategic consultancy assignments to NHS clients on shared services TOM design, change management, HR advisory, and, process improvement. Act as a partner in shaping client operating models aligned to national NHS priorities (e.g. ICS integration, digitisation). Contribute to thought leadership and represent the organisation at sector forums, panels, and advisory boards. Position Specifications (Knowledge, Skill and Experience): D – Desirable – E - Essential Proven experience as an Account Director or Senior Client Partner man a ging large NHS or Public Sector accounts E Strong BPO or shared services background (e.g. Finance, Procurement, HR etc.) E Deep understanding of NHS structures, funding models and transformation drivers E Demonstrated success in managing complex contracts and P&L portfolios exceeding £10m E Track record of upsell and cross sell growth within strategic accounts E Excellent communication skills, both written and verbal, with the ability to build relationships and influence stakeholders at all levels E Detail orientated with strong organisational and time management skills E Ability to work independently and collaboratively in a fast-paced and target driven environment E A strong understanding of negotiation techniques and contract management best practice, alongside an applied understanding of contract law E Strong negotiation, influencing and commercial acumen E Ability to think outside the box to develop innovative solutions for client challenges, navigating problem resolution diplomatically E Desirable skills and experience NHS sector sales experience in a BPO related role D Strong understanding of NHS Finance, Procurement & HR D Experience of working in a business with a consulting practice and market offering D Familiarity with NHS Procurement frameworks and contracting mechanisms D Personal Attributes Gravitas and confidence in executive-level stakeholder management E Highly analytical, with strong financial and commercial skills E Resilient, adaptable, and politically astute E Proactive and growth-oriented mindset E Collaborative, team-oriented, and able to lead cross-functional virtual teams E Qualification(s) or technical skills Proficiency in CRM software (e.g. Oracle On Demand or Salesforce) D Familiarity with healthcare technologies and digital health solutions D