FM Manager

• Feb 2023 - Present

Portering & Helpdesk Manager

• Jan 2022 - Mar 2023

Leading and overseeing the Portering & Helpdesk Department with 6 direct reports, for a £40m healthcare account providing Soft Services within Croydon Health Services NHS Trust for an acute hospital and 6 satellite community sites. Leading compliance within the team to ensure the service meets all contractual needs and obligations. Propelling both Portering and Helpdesk services forward by implementing modern technologies to exceed client expectations, by working to improve current CAFM systems to better suit the needs of the business and clinical and non-clinical departments and services. • Promoted change management, improving SLA/KPI scores and improving G4S and Trust relationship. • Cut costs and improved revenue in portering services by integrating several roles, enabling a saving on outsourcing, improving performance and a better service for the client. • Absorbed agency covering positions equating to 10% of portering staff to save on agency fees and improve operational security. • Implementing and updating various method statements and risk assessments to ensure contractual compliance. • Performance managing staff to ensure operations run smoothly, setting a standard and demonstrating competence to the client. • Supporting the Trust and ensuring resources are supplied for the continuous development of the contract. • Implementing system solutions to boost patient flow within the Trust, and integrate with Trust systems currently in place. • Liaising with external sub-contractors to carry out works within the Trust as per the specification. Including the reviewing of RAMS and acting as AP, issuing all permits to work on site. • Undertaking Data Analysis to identify peaks and troughs to ensure correct staffing levels at the correct times and utilising real time data to run the operation, providing detailed reports to the client.

Operations Manager

• Mar 2020 - Dec 2021

Oversee operations of multiple services for key account contract worth £25M, driving performance of 350+ personnel to supply Soft FM within healthcare sector across two acute hospitals and 7 community sites. Direct compliance to guarantee that contract meets all guidelines. Provide comprehensive services encompassing Logistics, Healthcare Cleaning, Helpdesk/Switchboard, Linen, and Waste, spearheading operational management across Linen, Waste, and Pest control elements. Interfaced and liaised with major decision-makers and stakeholders regarding Covid-19 pandemic restrictions, guiding change management to adapt to rapidly changing guidelines and protocols.• Seconded by Key Account Director and Key Account Manager to position of ISS Health & Safety Leader as well as Fire Safety Champion for client.• Modernised and updated departments, enhancing communications and efficiency by integrating handheld smart devices for ISS staff, delivering training and service point quality checks for clients, improving client experience.• Guaranteed performance to attain KPIs and meet SLA deadlines, ensuring all requests are attended.• Cut costs in grounds services by 30% by implementing various changes, transferring budget to logistics service enabling extra contract waste collection services, saving on outsourcing extra resources.

Service Manager

• Oct 2018 - Feb 2020

Coordinated and led several teams made up of 20 personnel, entailing Logistics, Catering, Cleaning, Helpdesk, and Security within Healthcare overnight, as senior manager on site. Interfaced with representatives on all levels, managing relationships in liaising with clients directly.• Attained all KPI targets and addressing all job requests.• Ensured deliverables within set SLA timeframes, reducing SLA task failures by 20%.• Acted as Chief point of contact for ISS during off-hours, with no support functions, relying on resourcefulness and problem-solving acumen to address challenges within demanding settings.

Portering Supervisor

• Mar 2015 - Sep 2018