Account Manager

Job Title: Senior Account Manager (SAM) Client Account: Coventry University Group Location: Coventry Campus (M/W/F) & UK Satellite Locations Time Commitment: Minimum 4 days per week (Contractually Guaranteed) ROLE OVERVIEW The Senior Account Manager (SAM) is a dedicated, contractually guaranteed role requiring a minimum of 4 days per week, focused specifically on duties and tasks directly aligned with the security provision for the Coventry University Group.

This pivotal leadership position is designed to ensure the seamless delivery of protection services across the client's main campuses and satellite locations. To ensure uncompromised dedication to the client, the SAM position is funded through the contract's Management Overheads (not listed as a separate price item). Consequently, all contractual administration—including the creation of quotes and attendance at KPI meetings—is managed at the provider's expense, cementing the SAM's role as exclusively dedicated to the operational success of the Coventry University Group contract.

OPERATIONAL PRESENCE & ATTENDANCE Main Campus Requirements: The SAM must be present onsite at the Coventry Campus every Monday, Wednesday, and Friday. Bank Holiday Contingency: In the event of a bank holiday falling on a designated onsite day, the SAM is required to attend on an alternative day within the same week, ensuring the University experiences zero loss of resource or hours. Satellite Estate Coverage:

The SAM is responsible for regularly visiting the wider University estate, including the Protection Service Officers stationed at the Greenwich, Dagenham, and Hudson buildings, as well as any future sites added over the life of the contract. Site Visit Quota: UK satellite locations must be visited on a regular weekly basis, explicitly costed and planned at a minimum of 52 visits per annum.

KEY RESPONSIBILITIES Strategic & Operational Leadership

 Act as the primary strategic senior management link between the provider, the University, and the local provider contract management team. Assume ultimate responsibility for ensuring that contract performance meets and consistently exceeds the expectations of both the provider and the Coventry University Group, with a particular focus on the quality and professionalism of deployed staff. Serve as the direct operational lead and first point of contact for all operations within the UK satellite locations, assuming full responsibilities equivalent to a Customer Success Manager (CSM). Take decisive responsibility for the provider’s actions, investigations, and responses following any formal contract complaints. Project Management & Business Continuity 

Risk Assessment: Attend and take the lead on critical University Group projects, specifically including the annual Physical Security Risk Assessments. Strategic Initiatives: Drive and contribute to key security initiatives that require high-level input and expertise from the Protection Service. Business Continuity: Serve as an active and pivotal member of the Coventry University Business Continuity Leadership team, representing the outsourced security service and supporting broader institutional resilience and continuity processes.

MANAGEMENT LINK & CONTINGENCY PLANNING Regional Support: The provider’s area/regional operational senior management team must be explicitly named and maintain an active working knowledge of the day-to-day operational issues of the contract. This team supports the SAM and is capable of providing strategic oversight across the University’s wider estate. Absence Coverage: Recognizing standard holiday entitlements and occasional sickness absence, the provider must designate a named alternative senior manager. This contingency manager must be external to the existing paid-for team on this contract, highly capable, and immediately contactable to act as the SAM during any periods of absence, guaranteeing continuous leadership for the Coventry University Group.