Jem Millward

As a confident and highly capable Facilities Manager with over 16 years of experience across various sectors, including office, retail, finance, engineering, and charity, I work methodically to tight time frames, delivering high-quality customer service. I actively research best practices and emerging trends in Facilities Management, focusing on upcoming changes and implementing new systems of work. My experience includes negotiating with suppliers to maximise compliance MI and providing feedback to continually improve engagement and maintain ISO accreditation. I possess excellent communication skills, and I am diplomatic and confident when liaising with all levels of management, both verbally and in writing.

I hold an MSc in Facilities Management, achieving distinction level, and have led various mechanical and environmental projects throughout my career, including upgrades to the electrical supply for a 25t crane cradle, implementing a new waste supplier and waste stream reporting, a full LED lighting replacement, and a total replanting project to improve ecological diversity and support site decarbonisation. I successfully led CDS to recertify in three standards (18001, 14001, 20000) and transition for 14001 and 9001. Additionally, I brought a PFI contract (Amey – Bradford Schools) up to ISO 9001 standard, securing a successful audit with only two observations within a five-month fixed period.

 

May 2025 – August 2025          OCS Group UK LTD                 Regional Facilities Manager

I work with all relevant parties to improve the operational systems, processes, and policies in support of the company’s mission which includes contributing and originating strategic planning within the operations department and wider business

To direct the performance and behaviours across the Operations function, ensuring compliance with the Budget and both business strategic and tactical plans. Ensuring the best value return from the business.

To interact with the Directors and key stakeholders of the business and support and deputise the National Account Manager when required.

Monitor and manage SLA's in order to deliver tasks in a timely and effective manner for the end user.

To manage daily communications to the OCS team in order to highlight areas of focus.

To complete trend analysis on planned and reactive tasks. Produce ADHOC, daily, weekly and monthly reports.

Manage the Invoice process from start to finish and act as the on-account finance controller.

To track and record all service charge items in multi-tenant sites.

Manage the current reactive budgets and quotes process.

Manage and maintain Subcontractor information and documentation

Support and cover for the London, Manchester and Scotland FM's, deputising in times of absence.

October 2023 – April 2025       Science Museum Group          SeniorEstates Manager 

I lead an effective estate function, managing a portfolio of Grade II listed heritage buildings in York and Darlington under conservation protection measures, which are public-facing. The buildings include museum spaces, offices, and plant rooms, and I take pride in ensuring these are safe and maintained to exceptionally high standards, reviewing estate risks and ensuring mitigating actions are in place. I ensure the highest standards of work while fostering a culture of continuous improvement and customer service excellence. While my role is predominantly client facing, I manage a team of four (Estate Manager and coordinators), providing support, guidance, and coaching to develop their potential. I report on estate activities, escalate issues when necessary, and track them until resolved, ensuring lessons are learned and actions implemented

Budget control involves multiple streams, with a PPM budget of £300k and a reactive drawdown from central government, approximately £400k. I contribute to Masterplan and Estate Capital projects as a senior lead, offering local site knowledge, and lead minor works on site, ensuring safety and compliance. I manage planned and reactive maintenance activities to minimise disruption and ensure a safe working environment, and pursue improvements aligned with estate strategies for decarbonisation, asset management, and accommodation. Over the past 18 months, I completed a full LED upgrade to the main site, including rope access for eight weeks to test fittings, workarounds for rail moves in and out of the building, and all-night work. I managed internal track remediation following a collapsed rail, dug out rails, and reinstated timbers. I also oversaw high-level glass replacement from start to finish.

February 2022 – October2023 Virtual FM         Area Facilities Manager 

 

As Area Facilities Manager, I led and managed FM delivery and key account management with clients across 40 buildings across the Northeast of England, holding regular meetings to discuss key priorities, this was a mixed portfolio that included Offshore Wind Energy, Manufacturing, Inner-city Multistory Lets, Business Parks, Commercial Offices. I took direct responsibility for the output, development, and motivation of the regional FM team, including engineers and cleaning team leaders. I identified opportunities to drive self-delivery options and periodic service tenders to enhance quality and margin growth within existing contracts. I oversaw an effective customer account management process, ensuring scheduled reviews and issue resolution.

I ensured the planned maintenance programme was carried out within agreed timeframes and mitigated failures promptly. I reviewed all PPM documentation to ensure compliance tasks were completed on time and developed strong relationships with supply chain and service partners, conducting supply chain reviews with key contractors. I presented and interpreted key information to senior stakeholders and had budgetary control of approx. £1m (PPM 25:75 Reactive split).

Commercially, I executed business growth strategies, reviewed revenue opportunities, assisted with financial management, and managed quotes and invoice queries. I maintained commercial confidentiality and supported client confidentiality during property sales. In H&S, I ensured PPE was provided and used, investigated accidents, communicated H&S concerns, complied with HSE notifications, and completed H&S training. I conducted spot checks and disseminated toolbox talks, adhering to all company H&S policies.

August 2018 – February2022 EMCOR UK        Facilities Manager 

 

As Facilities Manager for the Siemens account, I led a dynamic team of engineers across the Northeast of England, ensuring top-notch FM service delivery, including M&E and soft services. I expertly managed space and contingency planning for three offices, implemented COVID-19 secure practices, and coordinated IT upgrades. I oversaw sub-contractors, handled CSR coordination, and maintained budgetary control, reporting to senior management. As the national workstream lead for vending, I enhanced supplier relationships and introduced new coffee supplies to flagship locations. I chaired EHS committee meetings, managed compliance and PPM activities, and coordinated first aid and fire warden training. Additionally, I handled incident management, acted as the local incident controller, and ensured seamless business continuity.

February 2017 – August2018 CDS Ltd  Compliance Manager 

I led the compliance efforts for seven ISO standards across nine sites, covering H&S, Environment, Quality, Business Continuity, Service Delivery, and Information Security. I responded to bid questionnaires for new business, ensuring compliance and adherence to the Scope of Works. I built and led the internal audit team, ensuring timely internal audits, and liaised with external auditors during continual assessment visits. I conducted management reviews with senior management, key internal stakeholders, and interested parties.

As Security Controller, I processed security applications and verified Right to Work, identification checks, and reference validation, ensuring all personnel met the required standards. My leadership ensured operational excellence and compliance across all areas, liaising with managing agents for documentation, management, and maintenance. I engaged and managed suppliers across the UK and Northern Ireland, ensuring they met all necessary requirements. As the group H&S leader, I set and reviewed risk assessments, legal compliance registers, and handled accident/incident reporting and investigations, including RIDDOR reporting and liaising with the HSE.

August 2016 – February2017 The SalvationArmy        Facilities Manager

 

As Facilities Manager I monitored and maintained statutory compliance across Yorkshire, Lancashire, and the Northeast, ensuring contractual obligations were met and operational resilience maintained. I managed compliance monitoring budgets, communicated changes to stakeholders, and implemented best practices. Information security was a key focus, ensuring the integrity, availability, and confidentiality of sensitive information.

I audited and monitored contractor behaviours, incorporated changes to standards, and conducted due diligence on suppliers during procurement. I met with suppliers and stakeholders to discuss contractual developments and communicated ISO standard updates to maintain compliance. I provided audit reports to senior stakeholders, highlighting improvement opportunities.

September 2013 – July 2016 Jones Lang LaSalle Facilities Manager – HSBC contract (TUPE transfer) 

As Facilities Manager for 40 HSBC retail sites across Yorkshire, I led site visits to complete visual inspections and statutory documentation checks, ensuring compliance and operational resilience. I created and maintained the Business Continuity Plan and Standard Operating Procedure documentation to ensure 100% uptime across the main office site. I reported monthly governance for all areas of the portfolio and managed health and safety responsibilities, including incident reporting and monitoring via online tools. I implemented client-specific initiatives, achieving financial savings and reducing carbon output.

In financial management, I reported monthly budget justifications to the Lead FM, managed budgets of approximately £80,000 per retail branch, and handled purchase orders and credit notes. I provided cover FM for first direct, supporting the local client, stakeholders, suppliers, and in-house engineering and nursery provision, and managed all soft services, including cleaning, grounds maintenance, and catering, ensuring strong communication with the local client.

In contract management, I was accountable for all incidents and reactive jobs, liaising daily with JLL engineering teams to ensure timely completion within SLA. As Assistant Facilities Manager at Interserve Ltd, I supported the main facilities manager at first direct in Leeds, provided first-line support, liaised with the local client, managed receptionist and cleaners, and delivered excellent customer service through vending and catering contracts.

 

March 2013 – August 2013 Interserve Ltd                    Assistant Facilities Manager – HSBC contract

As Assistant Facilities Manager at first direct in Leeds, I supported the main facilities manager in all duties within the main building. I provided first-line support, recording all issues and repairs to be carried out via the Interserve engineering help desk. I liaised with the local client on matters affecting the building fabric and supported project work from pre-start through to completion. I managed receptionists and cleaners to ensure all SLA's and KPI's were achieved. Additionally, I worked with partner contracts on site to deliver excellent customer service through the vending and catering contracts, ensuring adherence to the scope of the contract.

December 2012 – February2013 Turner &Townsend PLC       Facilities Coordinator (Fixed Term contract)

I monitored, reacted to, and followed up on all Facilities Help Desk calls and emails for a global organisation. I provided Facilities support for multiple regions, including booking travel, supplying mobile phones, IT equipment, insurance cover, and provisions for everyday office use. I monitored and maintained spreadsheets and asset databases to reflect current asset levels and allocations to individuals. I maintained and provided Purchase Orders for multiple suppliers, reconciling PO numbers with purchase ledger checks. Additionally, I provided IT support when required and handled all administrative duties as needed.

July 2012 – November 2012 Amey Ltd ComplianceManager (Fixed Term contract)

My proactive approach and dedication to maintaining high standards ensured that the Bradford Schools contract operated smoothly and efficiently, fostering a safe and compliant environment for all stakeholders.

I implemented and maintained document and version control, keeping all contract-specific documents up-to-date and organised. I supported HSEA Advisors, Operations Managers, and other team members, driving performance trackers, including KPIs and SLAs, to achieve outstanding results. I compiled and monitored contractor compliance, introducing new policies and procedures to enhance operational excellence.

February 2010 – June 2012 HPI Ltd Facilities Manager/Internal Auditor 

I managed a multi-use building housing £500m data centres, power supply, offices, meeting rooms, and breakout areas. I maintained Health & Safety records, including Legionnaire tests, emergency light tests, and fire alarm tests/drills. I controlled physical security, authorising access, producing access reports, and monitoring unauthorised access. As a PA to two managers and one director, I handled expenses, travel and accommodation bookings, and other duties as required.

As part of the Internal Audit team, I acted as lead auditor for ISO 27001, supported the ISBC manager, shadowed staff during external audits, and conducted internal audits according to the schedule. I wrote reports and provided feedback for compliance recommendations. I liaised with the Finance department to ensure compliance with SOX legislation, raised purchase orders, reconciled invoices, and handled some credit control.

I hold an MSc in Facilities Management, graduating with Distinction. I obtained this in 2021 with Leeds Beckett University while working full time through the COVID-19 pandemic.