WORLD FM DAY 2020 In celebration of our profession
KEITH HALLIDAY is estates manager at Queens University Belfast and chair of BIFM – Ireland Region (Northern Branch).
What do you do? I am
responsible for the soft services support teams within QUB Estates, which consists of over 200 buildings, a number of which are listed.
What attracted you to FM, and how did you get into the industry? I came from a
hospitality background, and worked in hotels both locally and internationally. I decided to move into FM when my children were young and managed facilities for two of Northern Ireland’s leading schools. I then managed the Police Service of Northern Ireland’s estates before joining Queens University Belfast.
BEHIND THE JOB
KEITH HALLIDAY “IF WE TALKED TO EACH OTHER WE COULD SHARE IDEAS AND SOLUTIONS”
the two, I would describe it as more strategic.
How many people are there in your FM team, and who does the FM team ultimately report to? There
are 85 people within my direct team and a further 45 people that I work with indirectly through subcontractor arrangements with the university. Everyone u then reports to the t director of estates.
attend more networking events. A lot of managers believe that their specific FM role within their building is substantially different to others, when in essence, we all face and experience the same issues and if we talked to each other we could share ideas and solutions. We just don’t talk enough.
My top perk at work is…
How long have you been in your current role? I
have been working at Queens University Belfast for 10 years.
Do you see yourself predominantly as a task or a people manager? I would
PHOTOGRAPHY: SHUTTERSTOCK
see myself as more of a task manager. If we were looking at a ratio it would definitely be 60 per cent task management versus 40 per cent people management.
Would you describe your role as predominantly operational or strategic?
I perform both operational and strategic functions, however, if I had to sway towards one of
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I have been fortunate throughout my career to have had the opportunity to work within many diverse settings but if I have to choose one top perk it would be working around such a beautiful campus on a daily basis.
If I wasn’t in facilities management, I’d probably be… Still working within the hotel trade.
Which “FM myth” would you most like to put an end to? That you need an
in-depth technical knowledge to manage people or projects. You need to be a competent manager regardless of your specific discipline.
What has been your biggest career challenge to date? An issue faced by many people across industries with this current economic climate – that is, maintaining our level of service while cutting costs. This involves reviewing frequency schedules and deciding on what can be achieved in-house and what can be outsourced and then finalising which option is more efficient.
What single piece of advice would you give to a young FM starting out? It would be
What was the weirdest day you’ve had in the office?
My day is only unusual if it is not completely diverse from start to finish! I handle so many different issues each day on site that it’s weird when my phone doesn’t ring. This can range from VIP visitors and television crews, to weddings and other large functions.
What FM job in the world would you love more than anything? To work in FM for
a world-class tourist attraction like Buckingham Palace.
And where would FM be an absolute nightmare? A large hospital would be interesting.
To whom would you most like to say thank you, and why? My first services
manager from a large Hotel in Florida. She was a German lady called Gudrun Zimmerman who showed me that organisation and consistency were vital components to being a good manager.
Your life outside FM mostly involves…
If you could change one thing about the industry, what would it be? It would be
Football and, of course, my family.
to have the opportunity to
fm-world.co.uk
to listen to all the advice you get and get your hands dirty as it will be invaluable later and give you great credibility when managing projects.
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September 2017
JO ASHLEY is facilities manager for Mersey Care NHS Foundation Trust
What do you do?
I have primary responsibility for all soft FM provision covering all non-secure in-patient and community services, which are operating in over 100 sites that form the trust.
What attracted you to FM, and how did you get into the industry?
I stumbled upon facilities after working in a different industry and I found that I liked the challenging and varied work environment and I’ve stayed for nearly 10 years.
How long have you been in your current role?
Nearly two years in this trust. I’ve worked in FM in the NHS for five years and before that I worked in the private sector.
Do you see yourself predominantly as a task or a people manager?
Definitely a people manager. The role is so diverse and changeable that you need to be able to interact and rely on your team to adapt and respond to events, and oftentimes it’s the relationships you have that help you to resolve any challenges and complete all of your tasks.
BEHIND THE JOB
JO ASHLEY “ALL THE BEST FACILITIES MANAGERS HAVE PRACTICAL EXPERIENCE IN AT LEAST ONE FUNCTION OF THE ROLE” does the FM team ultimately report to?
I have a 200-strong facilities team who provide a wide range of functions covering cleaning, catering and environmental frontline services. These are supported by site managers and service leads who operate across our footprint in the North West.
My top perk at work is…
After working 50 miles from my home in my previous role, living 15 minutes from our offices seems like a luxury!
Would you describe your role as predominantly operational or strategic?
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What has been your biggest career challenge to date?
The competing pressures of providing an excellent patient experience while providing value for money for NHS funds is challenge enough.
If you could change one thing about the industry, what would it be?
I’d like to see a higher regard for the breadth of skills that FMs are required to have to carry out their role. A lot of people don’t understand how important our services are, especially in the context of an NHS organisation. I’m pleased to see changes to university courses that are offering FM-related undergraduate and post-graduate degrees, which will help strengthen the profession together with proposed enhancements and options around specific chartered status within BIFM.
Any interesting tales to tell?
I have responsibility for all operational activities carried out through our inhouse management team. Operations are aligned to our clinical model and estates strategy so they are difficult to separate out as functions. Driving and formulating our strategic goals is a major part of my daily role.
Lots! Thankfully, the job is never dull. I may have to cite NHS confidentiality, though.
If I wasn’t in facilities management, I’d probably be…
I think I would still be working in the NHS – nothing clinical, but perhaps in a different branch within NHS England or the Care Quality Commission.
How many people are there in your FM team, and who fm-world.co.uk
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April 2018
Which “FM myth” would you most like to put an end to? I have a pet hate of people referring to facilities roles as “it’s just cleaning” or to facilities staff as the lowest in the pecking order in any organisation, when we provide a vitally important service to patients, staff and visitors.
What single piece of advice would you give to a young facilities manager starting out?
Get stuck in – all the best facilities managers have practical experience in at least one function of the role, and the more frontline experience you have the better you will be. Learning from those around you with experience will teach you not just the how, but why things are done, and prepare you better for surprises.
What was the weirdest day you’ve had in the office?
There’s been more than one to choose from. Massive floods, slippers being mistaken for rodents on a ward, a few separate incidents involving rabbits trying to get into different buildings…
To whom would you most like to say thank you, and why?
My lovely facilities team now at Mersey Care – I haven’t had a better group of people supporting me.
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A B IT AB O UT YO U STUART BARNES is head of operations at Leicester Tigers
What do you do? I’m head of stadium operations for Leicester (Tigers) Football Club. What attracted you to FM, and how did you get into the industry? I was working
as an electrician but I always knew I wanted a broader scope of responsibilities – more importantly, I wanted to lead.
How long have you been in your current role? Nearly 12 months as head of ops, five years in FM prior to that.
Do you see yourself predominantly as a task or a people manager? Carrying out routine tasks will always be a part of the role, but the real value is in people management and I strive to get better at it every day.
Would you describe your role as predominantly operational or strategic?
Operational. My ultimate goal would be have FM/ops positioned at a strategic level within the business, but it works as it is right now and I am happy to keep learning.
PHOTOGRAPHY: GETTY/ALAMY/ISTOCK
How many people are there in your FM team, and who does the FM team ultimately report to? I
report to the finance director, and my team consists of four ground staff, four maintenance operatives, and two in the match-day safety management team. Further to that, there are contract cleaners and security operatives, and the match-day car parking and stewarding team can be around 200 members of staff.
BEHIND HIND THE JOB
STUART BARNES My top perk at work is… My office is the match-day control room that overlooks the pitch, so I have the best view in the house every day! What has been your biggest career challenge to date? We built a new
3,000-seat capacity stand at the stadium a couple of years ago, and my team and I were heavily involved in the logistics surrounding staff and crowd management, and infrastructure decision-making that went into the build. It was incredibly challenging as it sat alongside our day-to-day roles, but equally hugely rewarding.
If you could change one thing about the industry, what would it be? We need to work hard to move away from the focus on fabric maintenance and hard FM, and promote the industry as ‘business enablers’ who can drive organisational change. At a more functional level it would be nice to see more industry events in the Midlands.
Any interesting tales to tell? I once had to fm-world.co.uk
“I HAD TO KNEEL DOWN AND HOLD UP A FLUORESCENT LANDING CARD TO GUIDE IN A CHINOOK HELICOPTER IN NORWAY, IN PITCHBLACK AND ARCTIC CONDITIONS!”
have a to be an expert at everything e to manage people in d different roles. You don’t! You un need to be resourceful, and w willing to listen and encourage ra your staff to have the autonomy to make decisions and support them.
What single piece of advice would you give to a young facilities manager starting out? Take your time and listen to people! I have had to learn a lot about being sympathetic to other people’s needs in recent years, and it makes your working life a lot easier.
What was the weirdest day you’ve had in the office? We staged a music
kneel down and hold up a fluorescent landing card to guide in a Chinook helicopter in Norway, in pitch black and Arctic conditions! It landed about 10 feet away from me. It was a terrifying experience!
festival at the stadium in 2014 that brought a completely different demographic of visitor and subsequent set of challenges to deal with that I learnt a lot from. It was run by first-time promoters so it was organised chaos, but I loved it!
What FM job in the world would you love more than anything? I love where I am
If I wasn’t in facilities management, I’d probably be… Either still in the Royal
Marines or I’d quite fancy being a scuba-diving instructor in Ko Tao, Thailand.
right now and I think the seasonal nature of elite sport plays a large part in that as the role varies across the working year. Outside of sport I think an operational role at a large festival such as Glastonbury would be an unbelievable experience.
Which ‘FM myth’ would you most like to put an end to?
And where would FM be an absolute nightmare.
There is always going to be a perception from some that you
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July 2018
Anything that would effectively be the same all year round.
KELLIE LORD-THOMAS is the UK workplace manager for Amnesty International
What do you do? I have operational responsibility for services, contractors and project management. I manage the workplace services team and support the head of workplace in developing and delivering workplace strategy. What attracted you to FM, and how did you get into the industry? I
moved to London 20 years ago and started temping as a receptionist. I started supporting the premises manager. When the role of premises assistant came up after three months, I applied and got it. Within four years I was promoted to premises manager.
How long have you been in your current role? One year
and six months.
Do you see yourself predominantly as a task or a people manager?
Mostly people, however, there are times when I change my style to ensure projects meet their deadlines. I enjoy managing teams and supporting their development and understanding what motivates each of them.
BEHIND THE JOB
KELLIE LORD-THOMAS “LISTEN TO YOUR BUILDING USERS AND BE OPEN TO THEIR SUGGESTIONS AND COMPLAINTS” How many people are there in your FM team, and who does the FM team ultimately report to? There are seven people in the team reporting to the head of workplace.
My top perk at work is… Having the opportunity to manage projects abroad while travelling to Amnesty’s global offices.
What has been your biggest career challenge to date?
Would you describe your role as predominantly operational or strategic?
PHOTOGRAPHY: ALAMY/SHUTTERSTOCK
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Managing an office refurbishment, moving from fixed desks piled high with papers to 100 per cent hot-desking and a clear-desk policy. Engagement with staff made it possible to change the culture.
If you could change one thing about the industry, what would it be? It’s frustrating that it is still an unknown sector. The term facilities should be as widely known as HR or finance.
Any interesting tales to tell? Having worked for one of
building users and be open to their suggestions and complaints.
What was the weirdest day you’ve had in the office? My
favourite was an adult’s shark outfit. No one ever claimed it.
What FM job in the world would you love more than anything? An FM role within
If I wasn’t in facilities management, I’d probably be… Working in radio
passionate about responsible business, so working anywhere that didn’t share these values I’d struggle with.
Which ‘FM myth’ would you most like to put an end to? That health
and safety relates only to facilities. For a health & safety culture to be truly embedded it needs engagement and leadership from the top. FM teams can ensure compliance but our
fm-world.co.uk
What single piece of advice would you give to a young facilities manager starting out? Listen to your
HRH Prince Charles’s charities it was eye-opening to see how involved Prince Charles was with the organisation. I never got used to receiving calls from Clarence House.
production, which is what I studied at university.
My first year was a mix of both as I was focused on improving service delivery, boosting team morale and performance. The team is now more robust, happier and ready for any crisis. This year it’s more operational, ensuring we are getting value for money from our contracts and working with like-minded contractors who share Amnesty’s values.
voice can get lost if it’s not supported from above. I’ve worked in places where fire drills were viewed with annoyance.
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August 2018
the radio industry.
And where would FM be an absolute nightmare? I’m
To whom would you most like to say thank you, and why? Sue Cleverdon, who
recruited me in my previous role. Her knowledge of the sector is vast and I still call upon her expertise today.
Your life outside FM mostly involves… Spending far
too much time looking at Instagram.
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A B IT AB O UT YO U RUTE ALVES is facilities manager at MSC Cruises
What do you do? I am responsible for all the facilities and the H&S for MSC Cruises’ UK office of about 200 people. I manage a team of two and between us we ensure that we provide an excellent service to all of our visitors and colleagues who come from our 40 international offices and our many partners from across the world. I meet new people every day and I love speaking to the architects and engineers who are responsible for building our fleet of smart ships. It always amazes me that our ships can carry up to 5,700 people. What attracted you to FM, and how did you get into the industry? I started my
career by accident, working in hotels and housekeeping. After six years I decided to explore the corporate world and worked in Canary Wharf for a bank for a service provider, where I had the opportunity to develop my knowledge on the facilities and H&S world; I was given the opportunity to become a TFM (client side) managing a multisite portfolio and from there I started to develop my knowledge and career.
How long have you been in your current role? I’ve been
BEHIND THE JOB
RUTE ALVES Would you describe your role as predominantly operational or strategic?
“IT IS A MALEDOMINATED ROLE! I STILL GET THE ‘OH, YOU ARE A WOMAN!’ ROUTINE SOMETIMES”
Operational. Our office is a combination of the technical side of cruising – the building, designing, running of a cruise ship and the operations centre and the commercial side of selling cruises – from marketing to a large contact centre for bookings and enquiries.
What has been your biggest career challenge to date?
How many people are there in your FM team, and who does the FM team ultimately report to? We are a small team
In a previous role I completed an office rationalisation project while handling a redundancy process within my team. We closed three offices, refurbished two, and moved 300 people.
of three. Myself, a facilities coordinator and a receptionist, and we report directly to our CFO. Our structure at MSC Cruises is very flat and so our president is also very hands-on and I do often liaise with him.
If you could change one thing about the industry, what would it be? I’d love
My top perk at work is…
for the job to be more widely understood to attract the next generation to the FM industry.
Working with a great team. We also get the opportunity for discounted cruises and everyone loves a holiday.
Any interesting tales to tell?
PHOTOGRAPHY: ALAMY/SHUTTERSTOCK
here for a busy two years. We’ve launched two new ships in that time and with a third launching this year it’s always busy at Stockley Park.
On my third interview for this job, I was asked to interview a potential receptionist; I took it as a compliment and said yes. I pretended that I was already in the post and only after both of us started I told her the story… No one could actually believe it.
Do you see yourself predominantly as a task or a people manager?
If I wasn’t in facilities management, I’d probably be… An accountant. That’s
Definitely as a people manager. MSC Cruises is a family-owned company and people are at the heart of everything we do, however if I am focused on a task I can be quite methodical.
what I was studying before coming to UK from Portugal.
Which “FM myth” would you most like fm-world.co.uk
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September 2018
to put an end to? It is a
male-dominated role! I still get the “Oh, you are a woman!” routine sometimes.
What single piece of advice would you give to a young facilities manager starting out? It is a tough
world and sometimes the hours can be unsociable, but being confident and understanding the task in hand is crucial; you must be a people person and above all just enjoy the day to day.
What was the weirdest day you’ve had in the office?
Finalising the MSC UK office in Stockley Park. It was like Christmas every day. We received so many pallets, boxes etc. and it was great having the constant feeling of opening something new.
What FM job in the world would you love more than anything? To work at
Windsor Castle or at Mosteiros dos Jeronimos in Portugal. Amazing history and high, demanding standards.
And where would FM be an absolute nightmare On a remote island, somewhere hot. Every FM understands the climate control issues of an office!
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A B IT AB O UT YO U KAREN FARRELL is facilities manager at Turner & Townsend
What do you do? I’m
currently responsible for the operations of Turner & Townsends global flagship office based in London. I manage all aspects of their facilities services.
What attracted you to FM, and how did you get into the industry? I started
out as a temp receptionist, but then decided I wanted to move away from reception and landed a role as an administrator in a health & safety and facilities team. After a few years, I wanted to take on more responsibility and was offered the role as office & facilities manager at a publishing company. I realised I wanted to pursue a career in FM. I was contacted through LinkedIn for the role at Turner & Townsend.
How long have you been in your current role? Just over
a year – I have learnt a huge amount and have loved all the challenges.
Do you see yourself predominantly as a task or a people manager?
PHOTOGRAPHY: SHUTTERSTOCK /GETTY/ISTOCK
Both. I focus on the tasks at hand to ensure all actions are completed. However, to get a job done well, I need to be a good people manager. Encouraging my staff and working as a team helps us to achieve all our goals together.
Would you describe your role as predominantly operational or strategic? My role is
very operational at the moment, however, I’d like to move into a more strategic role – I like looking at the bigger picture.
BEHIND THE JOB
KAREN FARRELL How many people are there in your FM team, and who does the FM team ultimately report to? I lead a
If I wasn’t in facilities management, I’d probably be… A singer – I did a degree in music!
team of four: two receptionists, a senior receptionist/frontof-house manager, and a facilities coordinator. I report to the global business services director.
Which “FM myth” would you most like to put an end to? That it’s easy and
anyone can do it! FM requires someone who is resilient, possesses exceptional customer service skills, is a natural problem solver and is willing to refine their skills through training and qualifications.
My top perk at work is…
Improving the workplace and seeing the positive impact it can have on someone’s working day.
What has been your biggest career challenge to date? Last year I was
What single piece of advice would you give to a young facilities manager starting out? Ask questions!
given the responsibility of project managing a largescale office modification. It was tough and at times I felt out of my comfort zone, but I got through it and learnt an incredible amount. I’m pleased to say that the project was a success and has given me the confidence to take on more challenges.
Whenever an engineer is on site, I always ask questions about the work they are carrying out so that I can get a deeper understanding of what they’re doing. This builds my knowledge and enables me to have productive conversations. Also, start networking! The best thing I ever did was start going to events and connecting with other FMs.
If you could change one thing about the industry, what would it be? That
What was the weirdest day you’ve had in the office?
it’s not all about having your hand up a U-bend, unclogging toilets! Facilities can have a positive impact on the productivity, culture and morale of a workplace.
Probably coming into the office to find all the soap dispensers in our toilets had been removed – we never found them!
Early bird or night owl?
Definitely early bird. I like to go through my
“[FM]’S NOT ALL ABOUT HAVING YOUR HAND UP A U-BEND, UNCLOGGING TOILETS!” list of tasks in the morning and then walk the floor plate in the afternoon and talk to employees about how I can improve their working day.
What FM job in the world would you love more than anything? So long as I work
for a company that gives me variety, is willing to develop and challenge me and enable me to make a difference to the workplace, I’m happy.
And where would FM be an absolute nightmare? Probably a theme park!
To whom would you most like to say thank you, and why? I’ve had some great
FM mentors who have given me guidance and direction throughout my career. They have always been there for me, even if it’s just to let off steam, so thank you!
Your life outside FM mostly involves… Trying new restaurants, going to the theatre, long walks and yoga!
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A B IT AB O UT YO U LOUIS GALLAGHER is facilities manager for MPC in London
I’m the facilities manager for a visual effects company called the Moving Picture Company, I look after the operations for the London office.
What attracted you to FM, and how did you get into the industry?
I started as a runner for a TV post-production house. I had no idea at that point about FM. After a promotion I began to work closely with the facilities team there, assisting them. I loved what they did and how they helped to shape the company, I knew it was the path I wanted to follow.
How long have you been in your current role? I’ve been at MPC for just over five years.
Do you see yourself predominantly as a task or a people manager? A
BEHIND THE JOB
LOUIS GALLAGHER There are always elements of strategic planning involved with my role, but in general my role is mainly operational.
“WE ARRANGED FOR DOZENS OF RARE REPTILES TO BE BROUGHT INTO THE OFFICE FOR A REFERENCE SHOOT ONCE. IT WAS PRETTY COOL”
How many people are there in your FM team, and who does the FM team ultimately report to? I
work with a small in-house maintenance team of four people; I also manage a running team of six and two front-of house-staff who report to me.
bit of both, really, I manage a fairly large ever-changing team so I have to be a good people manager to get the best out of them, but I also believe organisation is a key part of the role and methodically setting out task timelines is important.
My top perk at work is…
Would you describe your role as predominantly operational or strategic?
What has been your biggest career challenge to date? I oversaw setting up a
Any interesting tales to tell? The movie industry is all
I’m very lucky to be an FM in the media industry. The perks are almost daily: free breakfast, drinks, massages, early screenings of new films, but Friday beer o’clock has to be the best!
cloak and dagger, so the more interesting tales involving far more interesting people I’m really not allowed to talk about.
If I wasn’t in facilities management, I’d probably be… I was close to choosing a
different university and doing a sports journalism degree instead, so I imagine that. Or a footballer, of course!
new building in my previous role, I was managing it solo, I was inexperienced at the time, and with big budget restrictions it was a big challenge to take on.
Which “FM myth” would you most like to put an end to? That it’s all about
toilets and air con. It’s a diverse role that covers countless areas of a company.
If you could change one thing about the industry, what would it be? The perception of the
What single piece of advice would you give to a young facilities manager starting out? Try to learn everything
role within an organisation, it should be a department that is involved and has a say with all company decisions from the outset.
about the building and all the inner workings, you won’t have
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to be an expert in the fields but try to learn enough to hold a decent conversation about the data centre, HVAC systems, plumbing etc. Facilities is a very transferable role; the same rules apply if you’re an FM for a media company or a law firm.
What was the weirdest day you’ve had in the office? We arranged for dozens of rare reptiles to be brought into the office for a reference shoot once. It was pretty cool.
What FM job in the world would you love more than anything? Any role that
makes me happy and feel valued.
And where would FM be an absolute nightmare? I
wouldn’t like a role where I’m constantly micro-managed.
To whom would you most like to say thank you, and why? I’ve had some fantastic
mentors who have helped me become better, in particular my current boss.
Your life outside FM mostly involves… I have a two-year-
old daughter; work takes up Monday to Friday, so I spend as much time as I can with her and my family at weekends. I’m an Arsenal season ticket-holder so I tend to be at the Emirates Stadium every other weekend.
PHOTOGRAPHY: ISTOCK
What do you do?
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A B IT AB O UT YO U LISA ASSIOTES is facilities manager at Hotel Chocolat
What attracted you to FM, and how did you get into the industry? I started my FM career at Lloyd’s of London, working for a maintenance company assisting the helpdesk entering engineer’s dockets. I then moved to the NSPCC, supporting the FM with administration. This allowed me to learn more about FM.
How long have you been in your current role? Two
years. Like all of my previous roles, this is a new role to the business, so has provided an amazing opportunity to develop the FM team and contractors that support us in managing our portfolio.
Do you see yourself predominantly as a task or a people manager? Both
in equal balance. As a reactive service provider, we have to deal with the tasks allocated as and when they arrive. It is also essential that I am a good people manager so the team works to its strengths.
Would you describe your role as predominantly operational or strategic?
BEHIND THE JOB
LISA ASSIOTES “THIS IS MY DREAM JOB; CHOCOLATE AND FM – IT’S THE PERFECT COMBINATION”
At a large retail portfolio of 120 stores that continues to grow and a small team of three managing day-to-day operations, we are more involved in the operational side of the business than the strategic. We are becoming more strategic as we look to put in place long-term plans.
If you could change one thing about the industry, what would it be?
How many people are there in your FM team, and who does the FM team ultimately report to?
Increasing knowledge and appreciation on investing in suitable work environments for staff. I have been fortunate to work as part of a team on building projects that create amazing spaces for staff to work, improving communication, networking and team engagement. The investment in the initial project can be high, but the output far outweighs this.
I manage a team of six. The FM team comprises three staff, including me; we focus on maintenance, compliance and H&S, supported by an in-house handyman. We also have an in-house restaurant, with a chef and catering assistant. I report to the co-founder and development director, and the retail estate manager.
If I wasn’t in facilities management, I’d probably be… A zoo-keeper
My top perk at work is…
or childminder. I love animals and children and trained to be a childminder 18 years ago when my daughter was born, I also ran a toddler group and volunteered at our local primary school for a number of years. I also once worked at a hamster farm!
Chocolate and travel! I get to taste and try innovative, ethical chocolates and products. I also have the opportunity to travel.
What has been your biggest career challenge to date? In my last role I
was made redundant and was responsible for the dilapidations project to close my office. I had managed the office for almost 10 years, growing from occupying one floor to three floors. It was an emotional rollercoaster, but also a great learning curve.
Which “FM myth” would you most like to put an end to? Networking and training
are as essential as experience. You will never be a specialist in everything, however long you have been an FM. A good network and specialist training help to support you in your role
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and are essential extensions to your skills.
What single piece of advice would you give to a young facilities manager starting out? Ask questions; there is no such thing as a stupid question. Ask colleagues, managers, engineers – you can learn so much from other people’s experiences … Trust your instincts; most of FM is common sense partnered with experience and training.
What was the weirdest day you’ve had in the office?
A call from a store advising they had a bird in the stockroom! It had entered via a disused fireplace. Catching it turned out to be challenging, and finding someone to assist even more challenging, as it was a protected species, so needed to be moved carefully. We ended up working with an animal sanctuary, which suggested we place a sheet over the bird and put it in a cat carrier.
What FM job in the world would you love more than anything? This is my dream
job; chocolate and FM – it’s the perfect combination.
Your life outside FM mostly involves… Family,
friends, my cats, theatre and charity work. I have worked on several corporate and social responsibility projects, many of which are local projects that I am still involved with today.
PHOTOGRAPHY: ISTOCK
What do you do? I look after our Royston head office, our design office in London and 120 retail stores across the UK and Ireland. I’m responsible for maintenance, compliance, health and safety and business continuity planning.
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CAROL PUNTON is facilities lities manager at NBS in Newcastle upon on Tyne
What do you do? I am
the FM manager for NBS, which occupies a grade II listed premises in Newcastle upon Tyne and provides a platform to the digital construction industry.
What attracted you to FM, and how did you get into the industry? I have always
worked at NBS (previously in the finance department) and when they bought the building, I was offered a new opportunity. They needed someone who would spend the company money sensibly, knew the type of office culture they wanted and how the company operated day to day.
How long have you been in your current role? Until five years ago I didn’t know what FM was!
PHOTOGRAPHY: SHUTTERSTOCK / ISTOCK P
Do you see yourself predominantly as a task or a people manager? I’m
a bit of both. There are always jobs to be done which need to be managed carried out either by my team or an external contractor. I manage people’s expectations of what we can achieve with a 150-yearold building. We are also a landlord, so I manage that too.
Would you describe your role as predominantly
A B IT AB O UT YO U
BEHIND THE JOB
CAROL PUNTON “MAKE SURE YOU ACHIEVE SOMETHING METHING EVERY DAY, NOO MATTER HOW SMALL. EXPECT THE UNEXPECTED” CTED”
operational or strategic?
It’s operational. I’m a doer, but I never plan too far ahead as FM is unpredictable at times.
How many people are there in your FM team, and to whom does the FM team ultimately report?
There are four people in my team. Front of house, a facilities coordinator and two maintenance staff. They report to me and I report to the corporate service director.
My top perk at work is… Working with so many
approach to health and safety. What happened to good old common sense?
you achieve something every day, no matter how small. Expect the unexpected.
Any interesting tales to tell? Not yet, but there’s
What was the weirdest day you’ve had in the office?
always tomorrow. FM has the ability to surprise me on a daily basis.
fabulous people who are as passionate about their roles as I am about mine. Oh, and I get to choose which coffee machine we buy!
If I wasn’t in facilities management, I’d probably be… Working in medicine or the legal sector, but I started work at 16 as I wanted to earn money and further education didn’t appeal at that age.
What has been your biggest career challenge to date? An office refit in 2016 while we continued to occupy the premises. I was part of a small team who all pulled together to make it happen. I wouldn’t want to go through it again, though.
Which “FM myth” would you most like to put an end to? That it is easy to do and
unimportant because it isn’t a revenue reven generating role. It is, however, at the heart of any howe successful business. succe
If you could change one thing about the industry, what would it be? The
Wha single piece of advice What would you give to a young woul facilities manager starting facil out? Be prepared to start at
overcomplicated ed
bottom and do the more the b mundane tasks. You will be mund rewarded in future years when rewa have a solid foundation you h to bu build your skills upon. Ask questions – you can never qu learn lea too much. Make sure
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It’s not one specific day, it’s every day. We have a coffee cup famine; no matter how many I buy, they disappear. Perhaps they’re with the teaspoons I can’t find either!
Early bird or night owl? Definitely a night owl.
What FM job in the world would you love more than anything? Either a zoo or
something in an area that’s being regenerated and brought back to life.
And where would FM be an absolute nightmare? Any
new building; they don’t build things like they used to.
Your life outside FM mostly involves… Making
memories with my family or going to the gym. I have two young daughters who don’t really understand what I do and dislike the fact I can turn almost anything into a learning experience!
V I E W P O I NT
CLIVE CONRAN is facilities manager for Lacoste UK & Ireland
What do you do? I am
predominantly responsible for health and safety, maintenance, projects and IT across the estate.
What attracted you to FM, and how did you get into the industry? I was
introduced to FM through working as a lifeguard on the campus of my university. This progressed to a part-time role on the facilities team. Jobs ranged from litter-picking to night security, and delivering post to office moves.
How long have you been in your current role? I have
been with Lacoste for nearly 18 months.
Do you see yourself predominantly as a task or a people manager?
Definitely a people manager. Relationships are so important in everyday life, but especially so in FM. If you can create a good team with the right mindset and principles, and engage with all stakeholders, then anything can be achieved.
PHOTOGRAPHY: GETTY / ISTOCK / ALAMY / SHUTTERSTOCK
Would you describe your role as predominantly operational or strategic?
A B IT AB O UT YO U
BEHIND THE JOB
CLIVE CONRAN “I AM NO LONGER AMAZED TO SEE WHAT GOES ON IN STORES”
mark on a business, often convincing the wider business of the need and potential impact of a FM role can be tough. Habits and mindsets are tough to change.
The role is currently very much operational. Once all existing processes and procedures are aligned to best practice, the role will then be a lot more strategic.
If you could change one thing about the industry, what would it be? The
How many people are there in your FM team, and to whom does the FM team ultimately report?
current race to the bottom. Companies competing with one another based purely on price. Times are tough, but service levels to me are incredibly important. It’s about balancing the two.
My position is a new role for Lacoste, so the ‘FM team’ is currently just me! Initially, I reported to the CFO, although I now report into the omnichannel director, as he is my biggest stakeholder.
Any interesting tales to tell? I was fortunate
enough to be invited to the Philips Technology Centre in Eindhoven, which I would recommend to anyone. I have never seen so many lamps!
My top perk at work is…
The retail industry allows you to meet and interact with so many different people. The range of views, beliefs and experiences you can encounter on a daily basis helps you to learn so much.
If I wasn’t in facilities management, I’d probably be… Working for the family
flooring company in some capacity. Project management, most likely!
What has been your biggest career challenge to date?
Which ‘FM myth’ would you most like to put an end to?
Throughout my career I have entered jobs which have been new roles. While that’s exciting, and it gives me the opportunity to leave my
That everything we do in FM is a cost. We may be one of the bigger-spending departments in literal terms, but without this spend the ultimate ‘price’ would be much higher.
What single piece of advice would you give to a young 37
FacilitateMagazine.com / January 2020
facilities manager starting out? ‘Facilities’ is
such a broad term so I would encourage someone new to the world of FM to take in as many different aspects across as many different industries as they can. Skills are transferable to most industries, but experiencing different sectors will open up your mind, and we all know FMs need an open mind!
What was the weirdest day you’ve had in the office? After 12 years in retail, it’s weird to have a normal day! I am no longer amazed to see and hear what goes on in stores and behind the scenes.
What FM job in the world would you love more than anything? Anything that
involves good weather and beautiful scenery. Perhaps a hotel in The Maldives?
And where would FM be an absolute nightmare? I’ll
stick to the phrase “Never work with children or animals”!
Your life outside FM mostly involves… The ‘3Fs’ – friends, family, football.
V I E W P O I NT
MICHELLE HARRIS is facilities manager at Hitachi Rail
What do you do? I’m the
facilities and travel manager for Hitachi Rail Ltd. I have responsibility for the global head office and three other offices around the UK.
What attracted you to FM, and how did you get into the industry? I was attracted
to FM as it encompasses many other genres, such as workplace, health and safety, soft and hard services. I came to the industry through first being a PA, and then I became an office manager, then FM. It was a natural progression.
How long have you been in your current role? I have
been in my current role for more than five years.
PHOTOGRAPHY: ISTOCK / SHUTTERSTOCK P
Do you see yourself predominantly as a task or a people manager? Both. I
manage a team of seven – you need to communicate and interact with every level of the business, as your stakeholders include visitors, colleagues, senior management and clients – as well as dealing with the maintenance side of the role.
Would you describe your role as predominantly
A B IT AB O UT YO U
BEHIND THE JOB
MICHELLE HARRIS operational or strategic? I would say my role is 60/40 strategic, as I have become more involved in long-term projects.
affect culture,, employee wellbeing, yee wellbeing workplace, safety of staff and the daily operational costs of any business.
How many people are there in your FM team, and to whom does the FM team ultimately report? My team
Any interesting tales to tell? We built a torii, which is a traditional Japanese gate, in the middle of our breakout area.
consists of a small in-house team of three FMs, two receptionists and two in travel. The team currently reports to the FM, then HR.
If I wasn’t in facilities management, I’d probably be… I would most probably
My top perk at work is… I get to travel around the UK and overseas as part of my role.
be a travel writer, as I love to travel and write.
Which “FM myth” would you most like to put an end to? The FM is not just about
What has been your biggest career challenge to date?
maintenance – it includes many other aspects. Also that women are FMs as well, not just office managers.
Creating a new global head office within a six-month window to locate, lease, fit out and move into the office before an existing lease expired.
What single piece of advice would you give to a young facilities manager starting out? That work experience is
If you could change one thing about the industry, what would it be? That
just as important as a qualification or degree when it comes to FM as it’s a generalist role; you need to know enough about a lot of subjects to be able to maintain and administer different parts of the business. To work on improving communications skills and becoming an influencer are good skills to acquire.
facilities should be included in the strategic aspect of future planning. As FM, we
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“WE BUILT A TORII… TORII A TRADITIONAL JAPANESE GATE IN OUR BREAKOUT AREA” What was the weirdest day you’ve had in the office? I was once called into the office for an emergency. I arrived in the dark at 5am to find an employee working in darkness with water dripping from the ceiling.
Early bird or night owl? I am definitely a night owl, not a morning person.
What FM job in the world would you love more than anything? I would love any FM job where employee wellbeing and workplace engagement are primary.
And where would FM be an absolute nightmare I suspect a listed building would provide a challenge to maintain and upgrade.
Your life outside FM mostly involves… Lots of travelling
whenever I can. Last year I went to Dubai, Majorca and Bali. I enjoy creative writing; I go to evening classes to improve my writing skills.
V I E W P O I NT
OREN GERSHON is Ferrero’s head of workplace UK & Ireland
What do you do? I am the
head of workplace for Ferrero.
What attracted you to FM, and how did you get into the industry? I got into FM by working part-time in the construction department of a local council while at university. I then spent a year in America studying and, on my return, my old manager asked if I would like to be an FM and he would support me in my development. I took the opportunity and here I am.
How long have you been in your current role? Almost three years now.
PHOTOGRAPHY: ISTOCK / SHUTTERSTOCK
Do you see yourself predominantly as a task or a people manager? I see
myself as a people strategy manager. I play a key part of the business strategy in making the business a great place to work and more importantly how we can support our staff to be the most efficient they can in their working day.
Would you describe your role as predominantly operational or strategic?
My role is almost completely strategic with an operational team to support
BEHIND THE JOB
OREN GERSHON “I LOVE TALKING ABOUT BUILDINGS AND INFRASTRUCTURE. FM IS IN MY BLOOD”
mentally and physically challenging.
If you could change one thing about the industry, what would it be? Not just
recruit from one specific industry. We all need to get FMs moving across portfolios to share the best of all buildings, be it NHS, higher education, offices, manufacturing etc.
How many people are there in your FM team, and to whom does the FM team ultimately report? I have a
small team of three as we have a TFM contract, so all operational activities are outsourced. We have a headcount of 60 staff in the UK.
Any interesting tales to tell? My first morning in a
remote village of Indonesia I used a bucket of water to flush the toilet, only to be shouted at by a village elder and find out that bucket was my allowance for the day of drinking water, bathing and flushing water!
My top perk at work is…
Well, the in-house gym and free chocolate are a great way to enjoy chocolate and not put on the pounds!
What has been your biggest career challenge to date?
If I wasn’t in facilities management, I’d probably be…
Everyone always asks me how do I find time, as I am so busy. I challenged myself and on top of everything completely refurbished a house myself at night and weekends. Very
A head teacher, as this was my original training degree I was working towards before I fell into FM.
Which “FM myth” would you most like to put an end to? That FM technology
projects become obsolete before returning true value.
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A B IT AB O UT YO U
What single piece of advice would you give to a young facilities manager starting out? I often
tell those new to FM or not long in the industry to never give up, have grit and remember that they are changing people’s lives by enriching their working day in every way. We are not always given positive feedback but they can be the difference between a great company and a bad one.
What was the weirdest day you’ve had in the office? Walking into a staff canteen to see people throwing food and plates at each other.
Early bird or night owl?
Both. I enjoy burning the candle at both ends! Life is amazing and I want to enjoy every moment of it.
What FM job in the world would you love more than anything? I’d
love to be head of FM and venues for all of Las Vegas hotels if [the role] existed.
And where would FM be an absolute nightmare? I’d say
head of workplace for a company that does not value its employees.
Your life outside FM mostly involves… I only have two
things in life. My family and FM. Even on holiday my mind is ticking around the places we are. I love talking about buildings and infrastructure. FM is in my blood.
LAUREN TODD is workplace manager at A Aberdeen berdeen Standard Investments estments
What do you do? I’m the
workplace manager for an investment company called Standard Life Aberdeen. I look after the operations for the Edinburgh estate.
What attracted you to FM/ Workplace, and how did you get into the industry? I started on reception for a vacant building awaiting tenants and, as it was quiet, I assisted the building manager with different tasks, taking on extra responsibilities. I loved it, so knew that this was the direction I wanted to go in.
How long have you been in your current role? Eight years.
PHOTOGRAPHY: ISTOCK / SHUTTERSTOK / GETTY
Do you see yourself predominantly as a task manager or a people manager? Both, however,
people are my passion and they get the tasks done when empowered. I manage a relatively large team in a company that’s ever evolving, so leading the team through this and supporting them is my number one priority. If they are happy the tasks take care of themselves.
Would you describe your role as predominantly operational or strategic?
V I E W P O I NT
A B IT AB O UT YO U
BEHIND THE JOB
LAUREN TODD “TRY NOT TO BE AN EXPERT AT EVERYTHING; TRY TO KNOW A LITTLE ABOUT EVERYTHING”
My role is mainly operational. I deal with day-to-day operations and receive the strategy and vision from our UK head, which I then relay to and help implement with my team leaders.
How many people are there in your FM/ Workplace team, and to whom does the FM team ultimately report? I have
available. I don’t believe anybody at school would say, “I want to be a facilities manager”, or would even know of it to consider it as a career choice.
nine direct reports, some of whom are team leaders. The Edinburgh workplace team is currently 34 strong. The team ultimately reports to our UK and global heads.
Any interesting tales to tell? I once tried to move a
seagull that was stuck on our terrace outside the boardroom. It was making a lot of noise and interrupting important meetings. After some wrangling, it bit me on the face and flew away!
My top perk at work is…
The empowerment I receive from our leadership team on smarter working – I never class myself as late any more (troubles of a commuter!) and I enjoy being able to maintain a better work/life balance working from home when I can.
If I wasn’t in facilities management, I’d probably be… Attempting to set up a doggy day-care business!
What has been your biggest career challenge to date? Two years ago, Standard
Which “FM/Workplace myth” would you most like to put an end to? That we
Life and Aberdeen merged, bringing together two FM teams with different approaches. I had to unite the team as one, and inherited three additional buildings to manage in our Edinburgh estate.
are not the team you complain to, to get things fixed. It is not just building maintenance that we do – we work hard adding value to our colleagues’ and clients’ experience.
What single piece of advice would you give to a young facilities/workplace manager starting out? Try
If you could change one thing about the industry, what would it be? More
promotion of the industry, the career path and opportunities
not to be an expert at everything; try to know a little
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about everything. Build strong relationships with your stakeholders and suppliers for the expert knowledge.
What was the weirdest day you’ve had in the office? I
once had to transform a large (fully stocked) storage cupboard into a presentable meeting room in three hours. I rallied up the team, and with a lot of lifting, furniture building, painting, vacuuming and waste collections, we achieved this.
Early bird or night owl?
Night owl. I love my bed and hate my alarm!
What FM/workplace job in the world would you love more than anything? Maybe
a zoo, safari or an aquarium. I would love to work with or close by animals.
And where would FM be an absolute nightmare A
school would be my worst nightmare!
Your life outside FM mostly involves… I have a three-yearold dog called Harley, who I spend most my free time with hill-walking. I enjoy going to gigs and travelling with my best friend, Mark.