Meet the Rising Stars of FM

Open-access content 19th June 2012

Annie Karastoyanova

Annie Karastoyanovawas TUPE-transferred to Incentive FM in 2009 when she looked after customer services and soft services on the company's Covent Garden contract, Incentive's largest total facilities management contract at the time. She moved into her current role on Incentive's Top Right Group (formerly EMAP) contract in 2011.

Karastoyanova was nominated for her role as an 'invaluable team member' and her ability to 'accept the challenge of a demanding role'. She was instrumental in Incentive FM winning a PFM Partnership Award for the Top Right contract in November 2011.

Citing 'change management' as her biggest challenge to date, Karastoyanova believes that performing effectively in FM means learning a lot in a short space of time. "You have to be dynamic, prepared to multi-task and take all challenges as learning opportunities. You will certainly never be bored."
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Ben Luvaglio

Now a senior FM for CBRE and currently working on that company's Aon account, Ben has experience as a facilities manager for Bupa and for Carillion on the McKinsey & Company account, assisting and heading up work streams ranging from carbon abatement to the tendering of an entire portfolio of FM subcontracts.

He manages a variety of services lines within
the Aon TFM contract, and is also a committee member on the FMA's YoungManagers Forum.

Ben is another example of someone choosing FM rather than 'falling into' the profession. Indeed, he started in computers but "got bored of programming",
preferring instead the sheer variety of experience that FM offers.

He cites his biggest career challenge to date as the demobilising of the McKinsey & Company contract while at Carillion, although during that time he was able to us his computing background to create his own accounting system.

At the Rising Stars event, Ben spoke enthusiastically about what young
people could gain from choosing the FM career path. "FM involves so many
different disciplines; it involves computers, biology, physics, law, the
management of budgets and of people. There's so much to it."

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Kerry Whitebread

In December 2008, when Cable & Wireless Worldwide acquired Thus Plc, Kerry Whitebread was working as a receptionist, assisting the site co-ordinator. When Mitie migrated the current FM service supply into the supply model, she joined the Mitie team and was appointed regional facilities co-ordinator in December 2009.

Since then, progress has been swift. In 2011, she won a Cable & Wireless Worldwide Oscar award for best innovation and an award for Most Improved Performer within the C&WW and Mitie FM team.

Whitebread has now taken on the management of the FM service supply to the Hammersmith C&WW executive hub, in addition to her central London building, which already has over 550 customers on site and a catering outlet.

Whitebread was recognised at Mitie's most recent Facilities Oscars in April 2012, when she was awarded the World Class Achievement award. She is currently on the ILM Level Two course.

Tom Robinson
One of the few non-operational FMs on our list, Tom Robinson has worked for Mitie Client Services since 2006 and is now responsible for the internal training and development of all Mitie Client Services teams. He also provides training consultancy to other businesses and external clients, both in the UK and around the world.

Robinson specialises in behavioural training and mindset change - whether leadership, service or team working - from small groups to several thousand people. "Sometimes I feel that there's too much focus on compliance and conformity.

I think people skills are what is really important. It's the human aspect that really makes the difference," he says.

Robinson believes that a focus on process ahead of people is inherently wrong. "FM is about service delivery and anything not done by a machine needs a motivated, dedicated and inspired person to do it. It's about unleashing motivation and engagement in people by focusing on who they are, not just on what they do."

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Chris Rowe
Joining Drivers Jonas Deloitte in 2008, Chris Rowe spent three years gaining knowledge in strategic and technical advice within the FM industry before moving to his current role as a senior consultant with Larch Consulting.

Having graduated from De Montfort University in 1998 with
a BSc in mechanical and design engineering, Rowe then spent
the next 10 years in building services delivery. Working with Mitie for the next five years as a contract manager, he operated in various departments, including business development and contract mobilisation.

During his time at Larch, Rowe project-managed a number of high-profile technical advisory projects, including the compilation of a suite of technical specifications covering the M&E and building fabric maintenance for Northampton County Council's portfolio of over 300 buildings.

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Claire Akin
Claire Akin provides the link between the 2012 Rising Stars list and FM World's original '35 under 35' search back in 2006. In fact, she would still qualify had we kept the under-35 age limitation.

Akin started her career as a receptionist for an FM service provider before becoming soft services FM at MWB Business Exchange, running a contract valued at £2 million. In the six years since the '35 under 35' exercise, Akin has progressed steadily, and is currently providing hard and soft services for one of CBRE's largest global banking clients based at a high-profile London site.

Spending the past two years as a BIFM Rising FMs committee member, Akin has worked to promote the profession as a career of choice. "The challenge is in presenting FM as a serious profession," she says. "Because FMs aren't included at the design and planning stage, it makes it hard for us at operational level to manage the building."

But she reflects that, in some ways, things have changed for the better. "FMs are increasingly getting involved at a strategic level."

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Louis Loizou
Educated at the London South Bank University, gaining a BA Hons. in Political Science, Louis is estates manager for the Food Standards Agency (FSA). A key role for him is working with the outsourced FM suppliers, G4S Integrated Services, on the delivery of the FM contract to a now multi-tenanted London HQ building.

He is responsible for the lease management of five buildings on the FSA estate, and has been successful in reducing FSA's footprint from 14,756 square metres to 8,269.

Loizou's public sector experience began in 1999 and roles included work in Policy Making, Human Resources before moving into accommodation services.

On the subject of financial challenges facing the industry, Loizou says: "businesses are still under pressure to deliver savings so further office rationalisation will be inevitable. That said, sustainability still remains high profile, and CRC commitments will bring fresh challenges."

Loizou had achieved the BIFM part 1 qualification and will be studying for the new BIFM levels. He has been a member of BIFM since 2006.

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Darren Raczkowski
Talk about a high-impact job with a low profile - Darren Raczcowski is Cleanevent's project manager for London 2012.

In 2010, Cleanevent was awarded the contract for the majority of cleaning, housekeeping and laundry for the London Olympics.

Through the experience he has gained with Cleanevent, part of the Spotless International Services Division, Raczcowski has become an expert in terms of major retail and stadia start-ups.

Over the course of the past decade, Raczkowski has worked on a number of similar projects around the globe where projects demand a 'cradle-to-grave solution', from planning through to implementation and mobilisation.

For the Olympics, Raczkowski is employing in excess of 4,500 people, having been involved in more than 6,000 interviews. The contract he manages encompasses 23 venues, including
the Olympic Park, home to the 80,000-seat Olympic Stadium.

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Dean Botten
As a facilities manager for Forth Ports, Dean Botten is part of the team managing various hard and soft FM functions across a 875-acre site that encompasses 125 buildings and warehouses on the Port of Tilbury estate in Essex.

Botten's responsibilities at one of the UK's busiest ports includes services delivered to around 3,500 direct Port of Tilbury employees, tenants and other port stakeholders.

He is currently involved in a major project to extend the reach of FM services to other tenants on the Tilbury site.

Botten was nominated for the variety of his FM work, having previously been employed at Xchanging and SSAFA Forces Help.

He believes the big challenge in FM right now is keeping a balance between contractor costs and service levels. His day-to-day duties include controlling in-house and service provider functions, continuous planning and contractor management.

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Kate Morris-Bates
As the head of facilities management shared services, Kate Morris-Bates leads the group-wide FM function at the Co-operative Group. She delivers services across all of the Co-operative family of businesses - banking, food, pharmacy, funeral care, corporate
and distribution.

Between them, these comprise about 6,500 trading premises in a portfolio that includes retail, warehousing and office space.

This is a new role for Morris-Bates, having previously led a unit servicing the corporate and bank estate that won considerable
praise for its complete rethinking of how facilities management is delivered.

She says: "If you want a career that places you at the coalface of business change, go for it! It's the career for you."

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Jackson Matthews
Formerly a project co-ordinator, Jackson Matthews joined Telereal Trillium in 2008 and immediately took a place on the company's technical compliance team. In April 2011, Matthews moved into operational FM, where he has responsibility for seven Department of Work & Pensions buildings, comprising 14,000 square metres.

Matthews was managing the Tottenham Job Centre Plus when it was targeted in the London riots of August 2011 and saw it through to its refurbishment and reopening in March this year. He worked closely with Telereal's insurers and the project team to ensure the project to reopen the centre went to schedule.

During his time with Telereal Trillium's technical compliance team, Matthews took on a number of initiatives including a risk assessment process for asbestos surveying, shared with external asbestos bodies and the HSE.

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Jason Gurd
Jason Gurd, site services co-ordinator at PepsiCo, manages hard services at the UK head office of a major multinational food manufacturer and is involved in all aspects of workplace management, project management, strategy and space planning.

He's a member of the committee for the BIFM's Home Counties region and blogs regularly on facilities subjects.

Of his career in FM, Gurd says: "I didn't choose this line of work, it chose me. I've found it to be a challenging, but extremely rewarding career and one that seems to suit my skill set."

Speaking at the Facilities Show last month in a session on how to attract more young people into the industry, Gurd applauded better-defined career pathways. "We also need to start showing our businesses what we can do," he said.

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Stephanie Kendall
With a first-class degree in Economics to her name, Stephanie Kendall has worked her way up the ranks at Amey. Since joining as a graduate in 2007, she has risen to become operations manager in just three years. Now the operations manager, Kendall has operational responsibility for a number of properties occupied by London Underground British Transport Police.

Nominated by a former boss for taking on great responsibility in a small space of time, Kendall believes FM is full of spaces for young people. "It's a great industry to come into because there are so many opportunities," she says. "I didn't know what FM was at first. But now, the company I work for are looking to have two per cent of their workforce as a graduate or apprenticeship, so there are definitely opportunities out there.

Kendall believes larger service providers are increasingly offering newcomers the chance for them to make a name for themselves.

"It's an exciting time to be a part of it all."

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Martin Frohock
Martin Frohock has been a building services and facilities manager with Cancer Research UK for the past two-and-a-half years, managing both hard/soft and project services. As part
of his work, he recently invested in a new energy management system so that the charity can better monitor energy usage and reduce it accordingly.

Frohock promotes an active culture of personal professional development and encourages his staff, facilities, security
and maintenance engineers alike to attend role-specific training courses and supports them with funding and study time when required.

Frohock has recently been awarded the title of Chartered Energy Manager by the Energy Institute. He has also had a number of strategy, energy management and facilities theory papers published since 2010, in a variety of respected industry journals.

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Matthew Tucker
Nominated by more people than anyone else in this Rising Stars process, Matthew Tucker is a senior lecturer in facilities management at Liverpool John Moores University (LJMU). He has also previously worked at University College London. Prior to this, he spent time as a research associate at LJMU after commencing his career as a research analyst for a large housing group.

As well as having several papers published in international journals, Tucker recently won the first ever RICS-Fulbright award 2011-12. This will enable him to undertake a research project on customer performance measurement in the US for four months next year.

He recently developed a course at LJMU in Applied FM that has BIFM Level 7 Qualification approval. The first intake of students will join in September. He holds a PhD in Facilities Management, an MSc in Urban Renewal and a BA (Hons) Geography and has co-chaired the BIFM Merseyside Network since last year.

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Adrian Harris
Having graduated from the University of Sheffield with a degree in Business Management Studies, Adrian Harris spent almost three years working in the recruitment sector, headhunting facilities managers.

But here's the thing: having got to understand what FM was all about, Harris realised he could offer more to the sector by actually working within it.

Two years after approaching Serco Integrated Services for a career change, he's been promoted from operations admin to operations manager. Harris now runs Serco's entire Deloitte contract, covering 33 buildings, managing all hard and soft services, a budget of over £5 million and a team of six individuals. As his nominator says: "He has taken this task in his stride."

Harris is cited by his nominator for being "one of the few people I know who has made a conscious decision to start a career from an early age in FM rather than just 'falling into it'."

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Ryan Jarman
As contract manager for Vinci, Ryan Jarman has indirect responsibility for over one thousand people.

He works with a number of subcontractors of various disciplines, such as M&E and building fabric services.

Through continued negotiations with the supply chain, including innovation and alternative solutions, Jarman has helped deliver a 5 per cent reduction in planned costs each year, representing over £800,000 per annum.

He was educated at Sheffield Hallam University and previously held the position of management information and data manager at Taylor Woodrow.

When asked to describe his biggest challenge to date, Jarman cites the pressure of handling a large portfolio. "Balancing expectation across almost 600 locations is always a difficult challenge. Despite always aiming for a 'Rolls Royce' service, managing those requirements against a lesser budget is a stringent test of people management skills."

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Altaf Lorgat
Until last year Altaf Lorgat was a one-company man, having joined Office Depot from school and climbing the ranks from mailroom team co-ordinator to facilities manager. At the peak of his Office Depot career, Lorgat was responsible for all soft service functions across the company's UK and Ireland operations, heading up the FM department and overseeing a budget of £17 million.

During his time with the office solutions supplier, Lorgat was involved in a slew of significant projects, from creating a centralised helpdesk and major office refurbishments, to recycling and tendering initiatives.

In September 2011, Lorgat left Office Depot for Serco, taking on the role of area facilities manager for secure accommodation establishments, including two prisons and
an immigration removal centre.

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Tristam Slater
Tristam Slater graduated from Oxford Brookes University in 2002 with a degree in Mechanical Engineering. In 2010 he was highly commended as a runner up in the 2010 BIFM Facilities Manager of the Year.

Slater worked for Tube Lines, a subsidiary of Transport for London, as maintenance contracts manager before joining
Amey in 2009, where he worked

as an account manager at Heathrow Express and later Heathrow
Terminal 5. He now manages the Kings College London FM portfolio
of service providers, including Guys and St Thomas' NHS Trust and its significant PFI with ETDE (formerly Ecovert).

Slater is responsible for the design, deployment and management of a performance management strategy and process, inclusive of finance, procurement, operations and HR.

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Lee Griffin
Now a senior consultant at Larch Consulting, Lee Griffin began his career in operational FM, gaining experience of large-scale, multi-site portfolios.

Since progressing into a consultancy role, Griffin's work has covered private and public sector relocation strategy and implementation work, complex procurement programmes and operational property. He currently delivers FM cost-savings for several large public and private sector organisations.

Griffin holds a BA (Hons) and MSc in Facility and Environment Management from UCL. Prior to joining Larch, Griffin spent several years with Drivers Jonas (Deloitte).

An example of Griffin's work cited in his nomination was a 2011 Larch 'value for money' review and a maintenance change programme at University of Bristol (UoB). Griffin carried out a strategic review while providing on-site interim management. He worked collaboratively with the client to implement a change programme to improve estates processes and resource use.

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Annette Best
Starting her career working at the Northern Ireland Office (NIO) as an administrative assistant, Annette Best has held facilities management roles in the public and private sectors. She is currently associate director of Norland's FM division.

A recently created position, her role involves the promotion and development of compliance-led FM initiatives, designed to promote and develop compliance- led FM initiatives.

Her responsibilities include: auditing existing service provisions; identifying areas for development; and creating policy and procedure for all hard and soft service streams, including both the sub-contracted and in-house FM team.

Best says her biggest career challenge so far was moving from the public to private sector. "It was hard to convince potential employers that I had transferable skills and that my six year's experience was equal to what I would have gained in a more commercial environment," she said.

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Rebecca Hodgson
Rebecca Hodgson is currently assistant facilities manager for Invesco, managing FM service delivery and mobilisation across offices in Paris, Brussels, Milan, Madrid and Jersey. Delivering fit-out and refurbishment projects across the company's European portfolio is also part of her remit.

Working remotely in Dublin, she keeps in constant contact with Macro and stakeholders on on-going issues.

Hodgson finds that having an international responsibility defines her experience of FM in her current role.

"Establishing our portfolio of five different offices across Europe has been a big challenge. Getting to know the clients, with all the language and cultural barriers, has been fascinating. Tasks you take for granted take a lot longer to implement, but are ultimately really rewarding."

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Will Bowen
A facilities manager at Sevenoaks District Council, Will Bowen has been part of the team providing FM services to the council for the past six years. He project-manages the work of contractors, managing the associated budgets. Coming into the sector with a construction background, Bowen is now a committee member and treasurer for the BIFM Rising FMs special interest group.

He has also worked closely with the Police and National Counter Terrorism Security Office on anti-terrorist and crime prevention initiatives, such as Project Argus. Developing shared services across several adjoining local authorities and being part of the team organising the BIFM Rising FMs' first ever career day are two of his career highlights to date.

His current challenges include the smooth integration of a growing number of hard FM services into his department's portfolio and the development of income-creating work streams, such as print services.

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Kate Smith
Kate Smith started her FM career as a helpdesk assistant for BBC Property 14 years ago and has progressed through a number of FM roles. From the BBC, she was TUPE-transferred first to Land Securities Trillium and then to Johnson Controls Global WorkPlace Solutions (GWS) in 2006, when she was principal facilities manager, BBC Television Centre.

Soon promoted to customer service director for the account, she designed and deployed a communications and employee-engagement strategy, with a strong emphasis on volunteer and fund-raising activity, contributing to an unprecedented improvement in engagement.

In 2011, Smith secured the role of UK operations director on the Barclays' account for Johnson Controls GWS. She is responsible for central support functions of performance management and, among other areas, technology and communications, to which she brings great energy and creativity.

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Paul Andrews
Paul Andrews started his FM career in Melbourne, Australia, assisting in the management of a portfolio of five sites. He moved to work with Anabas in London in 2008, managing soft services on the MTV Networks Europe contract, leading a team of 20 on the client's corporate headquarters.

He currently works in the nuclear industry as facilities assurance manager for EDF Energy.

His experience is varied, from blue-chip sites and listed buildings to Critical National Infrastructure sites, industrial depots and warehouses. Andrews is involved in the operational and contract management side, as well as design and build, for various construction projects within the programme for the proposed nuclear power stations at Hinkley Point and Sizewell.

"This was EDF's first venture in the nuclear industry in the UK. We had to set up entirely new processes against very stringent standards."

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Will Tyler
Will Tyler holds a HND in Maritime Leisure Management from the Southampton Institute.

Joining Saltwater UK as director of operations, he spent his three-year tenure liaising with factories and clients on an international basis. Tyler oversaw all aspects of the company's international operations and managed financial decisions, including marketing and purchasing.

He then spent four years at GlaxoSmithKline as front-of-house operations manager, before joining current employer Mitie Client Services in 2009, where he took on the role of support services manager for Mitie client Channel 4.

In May last year, Tyler took on a wider brief as operations manager for a variety of London- and Southern-based regional Mitie contracts, managing front-of-house, security, cleaning and waste services.

He was commended for creating "exceptional levels of customer service across the business".

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Rishi Sharma
A senior consultant within the Facilities Management Consulting team at Davis Langdon, Rishi Sharma has been working in the FM industry for over seven years in both the public and private sector.

During this time, he has developed strategic FM solutions, procured FM services, assessed building design, produced due diligence reports for numerous PFI schemes and delivered on site management for FM services.

Over time, Sharma has gained a greater insight into the FM profession. "The scale and complexity of FM far outweighed my pre-conceptions of the industry. To this day, I am still learning about FM and what it represents to my clients."

It's through this ongoing development that Sharma is "able to challenge preconceived notions for both operational and strategic FM principles."

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Andrew Hulbert
Now a strategic account manager for Rollright, Andrew Hulbert originally joined the organisation on an internship for eight weeks in the summer of 2007. He returned on a permanent basis after graduating in 2008 as a commercial management graduate trainee. In the short time since, Hulbert has immersed himself in all aspects of the industry.

Initially working on the commercial side of the business, Hulbert moved into operations in April 2009, when he was part of the core implementation team on a large total FM contract.

This saw Hulbert managing around 50 staff across 12 sites and a budget of £2 million. He then progressed to strategic account manager, taking on five key Rollright clients with responsibility for over 100 staff. During this time, Hulbert implemented over £6 million of new contracts, transferring over 150 staff based across the South of England.

Hulbert actively promotes FM as a career option for young people and has writen a number of articles pushing senior managers to take on more graduates.

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Herbie Hawes
With a background in art - an A-Level and a diploma in Foundation Studies in Art and Design - Herbie Hawes is not the obvious candidate to be now studying for his Level 3 Diploma in Facilities Management.

But having spent 18 months as a project officer in the Road Safety Department at the London Borough of Bromley, Hawes moved to his current role at Hearst Magazine UK as facilities officer in April 2010, where he has really shone, raising the profile of FM as a professional and integral part of the business infrastructure, impressing the company with his dedication.

During 2011, Hawes project-managed a six-floor lighting upgrade, helped re-tender the company's phone contract - saving a potential £11,000 annually - and was an integral part of the team co-ordinating the integration of over 1000 staff across three fully occupied buildings.

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Clifford Yeend
Starting as a site-based M&E technician with Task Integrated Management, Clifford Yeend moved on to become a project manager with Dudley Bower Services. He then took the role of regional maintenance manager with Mowlem Technical Services, looking after large clients, such as Sainsbury's.

Yeend has worked for Rydon Maintenance since January 2004, overseeing contracts providing cyclical repairs and maintenance services to social housing clients, including Hyde Housing Group and Partners For Improvement in Islington and Camden.

He's seen his responsibility increase from a single client with roughly £3 million per annum turnover, to managing all London-based social housing PFI contracts and a turnover in excess of £19 million per annum.

Yeend was nominated for displaying a 'genuine customer focus, in a challenging
performance-driven environment'.

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Helen Cooper
Helen Cooper is a director and shareholder of Diamond Facilities Support.

She began her career with Atkins Asset Management before moving to Willmott Dixon, where she successfully turned around that organisation's Birmingham business, growing it by £8 million in four years. She was promoted to statutory board director at the age of 34 with board responsibility for operations nationally. She became the first female operational board director in the Willmott Dixon Group.

Cooper was a key driver in the creation in 2010 of Diamond Facilities Support, a very successful new business that operates nationwide providing services to clients such as LA Fitness, Oxfam, British Heart Foundation, Safestore UK, Norland Managed Services, Belfor, Polygon, TL Risk Solutions, Goodman's, Swinton Insurance and Fraser Corporate Real Estate.

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Martin Bell
Martin Bell started his career at Johnson Controls, where he became an associate director with responsibility for managing a team of consultants.

He has provided FM guidance and delivered performance improvements to some of the world's biggest and best-known companies, working across nearly all sectors. He has experience of FM in the US, Europe, and the Middle East.

Bell has recently joined Norland Managed Services as associate director of strategic solutions. He is responsible for leading innovation, best practice and designing strategic solutions for clients across the managed services division.

Bell is a frequent presenter at BIFM conferences and is also a BIFM award judge for 2012. He is a frequent contributor to FM World, and has recently joined the title's editorial advisory board.

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Peter Burnell-Jones
Currently account manager at Vinci Facilities, Peter Burnell-Jones started in construction for Taylor Woodrow. He moved into Vinci's facilities management business in 2004 to maintain several Ministry of Defence barracks in London.

Burnell-Jones has since managed 31 Marks & Spencer retail sites in the South of England, a national government agency division and is now running total FM to a high-profile government client in central London.

He holds a BSc in Construction Engineering Management from Loughborough University and recently became the deputy chairperson of FMA's Young Manager's Forum.

Recognised at the PFM Awards, he was the FMA's Young Manager of the Year in 2009. He also featured in FMX Magazine's 'Forty under 40 in FM' in January 2010 FMX and was a finalist for the BIFM Manager of the Year 2010.

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Daniel Hawkins
Daniel Hawkins has the distinction of becoming the youngest MWB Business Exchange centre manager in that company's history before taking the role of senior client services manager for Pitney Bowes.

He joined Eurest Services last year to head up the newly won contract with Logica, overseeing the entire FM service delivery across its UK estate. Hawkins attributes his progress and achievements to on-the-job learning and strong professional mentors.

"When I first entered the industry, the facilities manager was the guy walking around with four different-coloured pens in his pocket, checking things. It's been fascinating to see that change as employers have moved to looking for more dynamic, and innovative individuals."
Hawkins advises young entrants to the profession not to dismiss the value of the traditional meet and greet.

"Don't underestimate the value of face-to-face networking. Often, it's about who you know, not what you know."

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Ryan Botta
Ryan Botta's progression from a graduate trainee to head of inner and west London FM operations for a key account at Johnson Controls has been swift. His rise through the ranks has taken less than four years.

Botta's educational background lies in South Africa, where he completed a Bachelor of Commerce and Honours in Economics. He worked in South Africa, Ireland and Japan in various consultancy and operational positions before coming to the UK to complete a Master's degree at the University of Manchester, joining the FM industry with Johnson Controls as part of its EMEA graduate training programme.

Lauded for rising to the challenge of taking full financial and operational control for a key Johnson Controls client, Botta has since been involved in a study into the culture of sustainability across different organisations and how this translates to FM delivery. He currently heads up a 50-strong team managing a portfolio spanning eight locations in the South East.

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