Faces Of FM

Nicole Mabvurira, Facilities Manager, Colliers

Briefly, what does your job involve?

I am responsible for the operations and maintenance of all things pertaining to the built environment for one of New Zealand’s leading banks’ commercial property portfolio where I manage a combination of 81 retail and office properties.

For the most part, I am the main point of contact and manager for all building operations and maintenance for my clients’ 500-plus employees, alongside liaising and coordinating with all stakeholders involved in their bank operations.

How long have you worked in facilities management?

Almost a year.

How did you get into facilities management?

The built environment is always something that fascinated me. In addition to this, throughout my university study, I had always wanted to get into the commercial property space. However, I was always curious and searching for a niche. During my final year of studying, FMANZ held an event in Dunedin where I was studying. From there, I did my research on what the role of an FM entailed prior to the event and I was enthralled, inspired, and motivated to make Facilities Management my niche.

By July, I had made an Excel spreadsheet, shortlisting all commercial property companies based in Auckland, and embarked on a “cold call” endeavour of emailing all hiring managers, expressing my interest and zeal for becoming a Facilities Manager prior to my forthcoming graduation in late November 2021.

Colliers found interest in my CV and due to my qualification (Bachelor of Construction, majoring in Quantity Surveying) they saw my technical competence and referred me to their Building Consultancy team where I worked as a Graduate Building Surveyor. This role really augmented my technical outlook and approach in my current role and helped me have a strong and thorough methodological basis in property.

Eventually, a role opened up in September of last year as a Facilities Manager for Colliers, Corporate Solutions’ biggest accounts. I managed to transfer and go straight into a Facilities Manager role after nine months as a graduate. I owe that to my hard work ethic and eagerness for progression from the start of my career until now.

What do you enjoy most about working in FM?

As cliché as it sounds, no two days are the same. I thoroughly enjoy being able to communicate with various personalities and stakeholders throughout my day, every day. With this role, there’s such a vast variety of day-to-day tasks to keep me on my toes. I absolutely love the challenge of making targets and reaching them to the fullest of my potential, every day.

What do you think are the most important skills/traits a facilities manager needs?

Productivity is a key skill that a Facilities Manager needs in order to excel and succeed in the role. It is important to have structure and organisation to help increase your productivity to the fullest of your abilities.

Productivity is a skill I pride myself in. It is important to me to maintain a high level of productivity so from there, I can include more tasks to complete throughout my day. The role of an FM is ongoing and never-ending. However, for my portfolio, it is important to me to have my inbox monitored at a highly productive efficiency, where I start and end my day with a cleared, up-to-date inbox thread.

By doing this, it improves productivity and allows me to devote the rest of my day to all my planned, reactive, and project work. From there, I can smash it all out in a fast and competent manner and keep on top of or ahead of my workload with a great level of attention to detail.

What’s one skill that is overlooked?

Emotional intelligence is a skill that is overlooked in this role. When things begin to turn hectic, and requests and work pile up, it is important to remain level-headed and not act out of emotion.

It is important to be mindful of the bigger picture of the future and vision for my clients. It is also important to carry this skill as, ultimately, I am acting on behalf of my client. No matter the circumstance, it is important to operate at the highest, most professional standard.

Any advice for someone considering a career in FM?

The advice I would give is to really put yourself out there. The second you feel as though the career path/role interests you, apply yourself. Make it known this is the path you’d like to take, attend events, and cold-call email! I couldn’t recommend that enough.

The skill of putting yourself out there and networking can be useful in conjunction to finding your interests and pursuing them. I would say, if you are a fan of coordinating, planning, and managing work, this is the correct path for you. If you enjoy being challenged, kept on your toes, and liaising with various stakeholders, the role is perfect for you.

In terms of subjects and interests, I would recommend anything involving the built environment. That would help supplement a strong basis and understanding from a building operations standpoint. In contrast, subjects and interests in management would also be beneficial for this role. This can enhance the skills of coordination and liaising with stakeholders.

When you’re not at work, what do you enjoy doing?

In my spare time, I actively practice mindfulness. I love all things self-care. Therefore, when I am off the clock, on a weekday, you can find me at Les Mills, partaking in their group fitness classes. For me, a workout after work is the most rewarding and fulfilling feeling and way of signing off the day.

In addition to practising mindfulness, to start my day, I enjoy carrying out a quick 20-minute meditation. This ensures my mind, body, and soul are all in tune for the day ahead. I really do credit this practice to my constant desire to develop my emotional intelligence. In addition to this morning routine, I like to write in my gratitude journal and list off the top 10 things I am grateful for, alongside some daily affirmations to set the tone for my day.

As well as this, personal development is something I really value and have a great interest in. When not working, I enjoy taking out self-development books from the library and going for nice walks when the sun’s out with an inspirational and informative podcast playing through my headphones.

Moreover, balance of course is key, so you can also find me with a glass of wine in hand from time to time.

Paul Bonini CFMANZ, Facilities & Operations Manager, Westpac NZ

Briefly, what does your job involve?
Keeping people safe and secure at work.

How long have you worked in facilities management?
That’s a great question. I would say it started about 25 years ago in an unofficial capacity, taking on the official responsibilities in 1999 ready for the Millennium Bug – remember that!

How did you get into facilities management?
I started as a retail manager then moved into Regus Serviced Offices, managing facilities in the Midlands (UK), then worked in London for a few years managing a Flag Ship facility for Stonemartin Serviced Offices. In 2007 I moved to NZ and ended up in rural Balclutha as Business Manager of Clutha Vets, not just managing facilities but being covered in all manner of animal fluids.

I moved back up to Christchurch in 2013 and back into the corporate world to take on the Westpac Corporate Portfolio after the earthquake in 2011. My focus over the last few years has been the new Terrace Location in the CBD, the refit of 7 Show Place, Covid and now the implementation of a Hybrid working model.

What do you enjoy most about working in FM?
It’s the cliché – the sheer variance and variety of work that gets thrown our way.

What do you think are the most important skills/traits a facilities manager needs?
OCD level attention to detail, patience and the ability to talk to everyone from the plumber to the CEO. And a big sense of humour!

What’s one skill that is overlooked?
Talk to the cleaners, they know everything, the best source of building intelligence!

Any advice for someone considering a career in FM?
If you have a problem, ask the WHY question four times, that normally shows up the source of most issues.

When you’re not at work, what do you enjoy doing?
I love the outdoors and I’m a member of Christchurch LandSAR (Land Search & Rescue) in the IMT (Incident Management Team).

I play Airsoft to suppress my inner child, and now my tastebuds have evolved 55 years,  I like sampling whiskey and rums and am slowly being teased by the occasional gin.

Janine Blakemore, Facilities Manager with
Sistema Plastics Limited

Briefly, what does your job involve?
I am responsible for building repairs and maintenance, waste management, security, cleaning and pest control, and anything else in between.

How long have you worked in facilities management?
Since 2017. I’ve been with Sistema since 2009.

How did you get into facilities management?
When we relocated to our new site in October 2016 there was a need to consolidate tasks that had been previously held by a few different people. At that time I was the Office Manager; the new opportunity fitted in with my desire to try something new and so I put my hand up. Prior to that, I had done a variety of admin roles such as accounts payable, payroll and as personal/ executive assistant.

What do you enjoy most about working in FM?
I enjoy the variety. I believe it’s about maintaining a safe space for people and for the purpose of whatever industry you’re in.
In my role I also get to make decisions around achieving our sustainability targets too; I’m pretty excited about making meaningful changes here at Sistema regarding sustainability.

What do you think are the most important skills/traits a facilities manager needs?
Patience, flexibility, decisiveness, the ability to learn, and to be open to all solutions. You need to know how to talk to people, from the cleaner at the coalface to the senior manager or the contractor. My first job was as a cleaner so I know from experience that they see the workplace from a different perspective. The cleaners are my eyes and ears and are a valuable source of knowledge.

What’s one skill that is overlooked?
I think kindness is overlooked. Kindness can be shown easily through the clarity of information given. Be clear with instructions or requests. To me, there is nothing worse than misunderstanding a situation because of bad intel.

Any advice for someone considering a career in FM?
Having the ability to learn is the key, to be teachable. I think English/Maths/Engineering/any trade would be useful. I failed all bar English in high school and ended up getting a Certificate in Teaching People with Disabilities at A.C.E. and yet here I am!

When you’re not at work, what do you enjoy doing?
I enjoy doing very little when I’m not at work. I enjoy listening to music; my partner and I are avid followers of some local jazz talent. I love a good live gig.

Natasja Barnard, Terminal Facilities Manager with Christchurch International Airport Limited

Briefly, what does your job involve?
My job is to keep the airport terminal facilities safe and accessible, so planes can land and depart and passengers can get from park to plane (and back again) safely and quickly.

My role is to ensure all the terminal facilities remain fully operational (24 x 7); its assets are monitored, managed and maintained; the building is efficient, safe and compliant; and the occupants are happy. This includes a diverse range of assets from something as simple as a leaky tap to emergency power and fire systems.

I live and am inspired by the company’s mission to be a champion airport and am committed to three areas of focus: building a stronger business and enhancing customer journeys and being great Kaitiaki (guardians of safety, security and sustainability).

My portfolio includes the terminal building, baggage handling system, passenger boarding bridges, and some systems on the apron, to name a few.

How long have you worked in FM?
Almost three years now, though I’ve been in involved in asset and maintenance management for seven years before I started my FM role at Christchurch Airport.

How did you get into FM?
Before Christchurch Airport, I spent most of my career in heavy industry, including mining and pulp and paper. After my OE, I completed an apprenticeship in Industrial Measurement and Control and worked as an Instrument Technician for a multinational commodity trading and mining company. Furthering my studies enabled me to transition into Maintenance Planning and Asset Management. From there, Facilities Management was a natural avenue.

What do you enjoy most about working in FM?
No two days are the same and I learn something new every day. I love all the cool stuff that’s happening behind the scenes in the engine room that keeps a facility going. The terminal is an ever-changing environment with change driven by growth, statutory or regulatory compliance, so there is always something happening. Getting up close and personal with aircraft is an added bonus!

What are the most important skills/ personality traits facilities managers need?
A good FM must be creative, decisive and passionate about the facility and its people and, essentially, must have an eye for detail. In this role, I need to be able to think on my feet and perform well under pressure. My success hinges on the ability to communicate, connect with, inspire, and engage our clients and team members. A technical background or understanding of engineering systems would be of significant benefit to someone considering FM as a career.

Any advice for someone considering a career in FM?
A technical or engineering background is undoubtedly an advantage, because many of the systems and day-to-day decision making involves a certain level of technical insight. Good general computer-based skills also help, because management is done via computer-based systems, from ERP to BMS.

In general, STEM skills are important, but a desire to know more, and a ‘never satisfied’ inquisitiveness is just as vital.

Tayla Capazorio, Facilities Management Intern with PAE

Briefly, what does your job involve?
My role at PAE is as a Facilities Management Intern. As a key member of the Client Services Team, I support new business scoping, solution design and development, and transition activities. An aspect of my role also includes supporting our internal business in the delivery of new technology solutions to our existing customers. No two days are the same in my role. I am involved in the end-to-end process from solution through to delivery (and sometimes beyond).

How did you get into FM?
I have recently started a great opportunity through PAE after graduating from Massey University with a Diploma in Facilities Management. I learned a variety through the course, such as facilities, asset management, project management and health and safety. Starting this opportunity with PAE will allow me to put all my newfound knowledge into action.

My work experience has mainly been in retail but my time working at Elite Services 2008 Ltd allowed me to realise my passion for facilities management. So when Massey University implemented the Diploma, I knew I had to take this chance to start my career in facilities management.

I would like to say thank you to James Wallace for helping and supporting me to get to where I am today. I would also like to thank Grant Robertson, Julia Harrison and everyone at PAE for providing me with this opportunity.

When you’re not at work, what do you enjoy doing?
When I’m not at work, my hobbies are painting and close-up photography. I am also part of a local Kapiti netball group, playing as a goal defence. I have been part of this club for four years and am the captain of one of the teams for the second year in a row.

Harvey Roberts, Manager of Facilities (Tech) Auckland, Christchurch & Nelson, Air New Zealand Properties and Infrastructure

Briefly, what does your job involve?
I’m responsible for delivering an uninterruptable service to the business. This includes asset management, Opex and Capex development and implementation. Also, transparency of service delivery to customers, relationship management with all service providers, energy-efficient solutions, health and safety, being a point of contact for technical competency, team and people management, managing and maintaining plant, equipment and reticulated services including electrical services, HV, HVAC, boilers, chillers, plumbing, the environment of the space, buildings and infrastructure, waste management, hard stands, and specialised hazards.

How did you get into FM?
My first opportunity to join a facilities team came at the completion of my mechanical apprenticeship with a further opportunity to join a fast-track two-year development program, which included cross training, attending further college courses to gain academic qualifications in both mechanical and electrical engineering, shadowing leaders, design and drawing, office skills and onsite management of military sites with a significant and very diverse mechanical and electrical infrastructure. That knowledge and experience was then applied across airport environments with an increased diversity which now includes all building services and infrastructure.

What do you enjoy most about working in FM?
The diversity of what each day can bring, from addressing high voltage, aircon, boilers, new projects, space management, building fabric, roadway, grounds care, infrastructure, all reticulated plant and services; that’s the physical part. Then it is the interaction with the customer to deliver uninterruptable, energy-efficient and cost-effective solutions managing finance, asset management, life cycle costs and to deliver all of this you need to build relationships with internal teams, and external providers through contract engagement.

What do you think are the most important skills an FM needs?
Some of the most important skills are the people skills; we are only as good as the teams we engage to deliver the best service to our customers.

Any advice for someone considering a career in FM?
There are numerous subjects that would assist and lead you into becoming part of an FM team including a technical background, property qualifications, safety competencies, communication and people skills, and of course, IT skills.
When you’re not at work, what do you enjoy doing? 
I’m of the time of life where I now have grandkids (all girls) so I can come home from a robust day to paint the nails of a five-year-old and play dollies which puts a smile on my face. Sometimes I obtain a leave pass to enjoy dirt biking, and there’s nothing better than exploring the country and travel.

Tracy Massam CFMANZ, Pou Herenga Whai Rawa – Manager Asset Planning with Tāmaki Regeneration Company (TRC)

Briefly, what does your job involve?
I’m privileged to lead an incredibly well-rounded team of facilities and asset management planning practitioners who help make sure our homes we manage are warm, dry, safe and secure so tenants and their whanau can get on with living their best lives.

I act as TRCs asset owner and am accountable for the design of all the new homes we build and the development of planned maintenance programs for our existing 2,600+ homes across the suburbs of Glen Innes, Panmure and Point England, Auckland. Whai Rawa – Future Focused

How long have you worked in FM?
I have 15+ years’ experience working across the fields of asset, facilities, property management as well as service development and delivery which adds a unique perspective to lifecycle asset management. Pou Herenga – Knowledge Repository

How did you get into FM?
I love great design and seeing the connection between form and function come to life so when roles came up in property management and network planning at the Ministry of Education, I applied. I then got into facilities management and asset management planning and the rest is history. Mahi Pono – Doing Things Right.

What do you enjoy most about working in FM?
Connecting with people, seeing them interact with and enjoy the built environment, knowing they have discovered cool spaces and innovations and are using them in a way that suits and was designed with and for them is what makes the job worthwhile. He Tangata – It is People.

What are the most important skills/ personality traits facilities managers need?
The job is as much about people as it is buildings and services so having the ability to see and understand the connection between the building, the services that operate within it and the people that use both are extremely important attributes. Hononga – Joining Together.

Any advice for someone considering a career in FM?
If you’re a long-term, big picture thinker, curious by nature and have the ability to translate and communicate information calmly and clearly, Karawhiua – Give it a go.

Any advice specifically for women thinking about a career in FM? 

FM needs more women!  We bring a different mindset to planning and delivery and I believe we are naturally more inclusive and supportive.

Finally, any advice for managers/ team leaders on how to forge inclusive work cultures where women’s careers in FM will thrive?

Seek out opportunities to help lift each other up.  Set a great example and motivate other women to be their authentic selves in all things and in all spaces.

Stuart Bryant CFMANZ, GM – Facilities NZ, SkyCity

Briefly, what does your job involve?
Keeping the buildings and services functioning across our site – from the lightning conductor at the top of the Tower to the pumps in the lowest basement, and everything in between.

How long have you worked in FM?
22 years.

How did you get into FM?
I was working in FM without knowing it when I was an office manager. I then ended up working for the facilities team in the building that I was a tenant in.

What do you enjoy most about working in FM?
FM allows me to know about all departments within the business. No day is ever the same and I get to help people out when they have issues.

What are the most important skills/ personality traits facilities managers need?
While a good technical understanding is great, being a good communicator is key. The change in my facilities roles over the years has led me to a more strategic place where leadership and business savvy are now also very important.

Any advice for someone considering a career in FM?
There are opportunities and life lessons everywhere. The first study I completed after secondary school was a snowboarding instructor certificate. I still use some of the skills I learned during that training today when dealing with people. FM offers a wide variety of roles so find something you like doing.

Simi Mukherjee CFMANZ, Head of Facilities Management, PMG Funds Management Ltd

Winner of the Brian Happy Award for Facilities Manager of the Year 2020

Briefly, what does your job involve?
I head the Facilities team and we look after 48 buildings, 200 tenants and over 250 service providers. We have built a proactive structure to manage Health & Safety, Compliance & make sure that our buildings feel loved.

How long have you worked in FM?
Over 13 years.

How did you get into FM?
I worked in customer services roles for a while and got an interesting role with Noel Leeming where I managed the after-sales support role – dealing with disgruntled customers when things go wrong. It gave me a good insight into how to manage delicate relations and that then gave me the idea to look for roles focussed on relationship management.

What do you enjoy most about working in FM?
Dealing with people and understanding customer requirements.

What are the most important skills/ personality traits facilities managers need?
Listening skills, multi-tasking, handling pressure and stress.

Any advice for someone considering a career in FM?
FM is a great career path for someone looking for an opportunity to really grow as an individual, manage difficult situations and be a good relationship manager.

Any advice specifically for women thinking about a career in FM?

We need you women to come and join FM so it’s not conceptualised as a male dominant industry.  I believe we women can really make a difference in building those deeper relations with our stakeholders and naturally earning their support and confidence – the essence of a successful FM.

Anthony Goldsmith AFMANZ, Facilities Manager, Metlifecare Retirement Villages

Briefly, what does your job involve?
I have responsibility for planned maintenance and BWOF-related activities ensuring that compliance is maintained for our villages. These works allow us to plan for future requirements such as lift upgrades or replacements and exterior painting programs.

How long have you worked in FM?
15 years internally; prior to that for five years with an outsourced FM services provider.

How did you get into FM?
In high school I was student representative on the Property Committee and one of my first jobs was as a supervisor on a large cleaning contract working with the client’s FM team on service delivery. These both exposed me to many facets of the FM world. Prior to Metlifecare I spent 14 years as Asset Manager for another aged care provider where I was also given (or assumed) the responsibility for many tasks related to FM.

What do you enjoy most about working in FM?
I have always been curious as to how buildings work, what it takes to make them run and what it takes to keep them looking good. I enjoy working behind the scenes with our contractors, but I also enjoy meeting with our residents and hearing their feedback on what is important to them and then thinking how my role impacts their lives.

What do you think are the most important traits an FM needs?
Facilities Managers should be curious and inquisitive. They should be willing to immerse themselves in every aspect of the business they work in so that they know how their customers use and interact with the buildings and facilities they are provided and gain an understanding of what is important to ensure that they get the most out of the facilities. With retirement villages and aged care this has meant putting myself in the shoes of an average resident, which tends to be female over 80, something I am not!

What’s one skill that is overlooked?
Effective communication appropriate to the audience you are communicating with. Different levels of the business require different levels of information to enable decisions to be made about day-to-day operations. Providing too much information often gets glanced over whereas not enough can cause frustration.

Any advice for someone considering a career in FM?
Be interested and ask questions. There are many roles within a business that can end up on a path to FM. For people working within businesses with no ‘facilities team’ their role may be a quasi-FM role already; for example, the receptionist who looks after maintenance and cleaning requirements of their office may have an easy transition into an FM role.

When you’re not at work, what do you enjoy doing?
I enjoy traveling. Prior to Covid I spent a lot of time overseas as both my brothers and their families live overseas. I find I need to get out of the country in order to get away from my job and truly switch off!

Hannah Welsby AFMANZ, Facilities Manager – IAG with Cushman & Wakefield

Briefly, what does your job involve?
Outsourced facilities manager for IAG insurance, caring for and optimising IAG’s premium corporate environment.

How long have you worked in FM?
7 years.

How did you get into FM?
Worst interview of my life for a call centre agent job with Cushman & Wakefield where I had no idea what they did or who they were. The manager took me on anyway and the mentorship and opportunities have been great.

What do you enjoy most about working in FM?
The challenging jobs. The ones where it’s a disaster and you have to hit the ground running, pull a group of people together, get them working together and walk away with a great result. You end up seeing the absolute best in people in those moments and it’s a good feeling.

What are the most important skills/ personality traits facilities managers need?
An ability to build and maintain good relationships and strong networks is key. All else can be taught. .

Any advice for someone considering a career in FM?
The same advice I was given on week one – seek mentorship. I’ve had some great people mentor me and I wouldn’t be where I am without it.

Mark Fogarin MFMANZ, Bayleys Property Services, Senior Facilities Manager at Harbour Grounds, Auckland

Briefly, what does your job involve?
I am responsible for the operational success of several significant commercial assets in Auckland’s Wynyard Quarter and work closely with a great team of people at Bayleys to keep our customers happy. My role covers a wide array of FM tasks, from day-to-day compliance through to driving efficiency gains and managing project work. The overall focus is on protecting and enhancing the future value of the assets while also minimising our impact on the environment.

How long have you worked in FM?
18 years.

How did you get into FM?
While I was living in an apartment building in Auckland, the Building Manager and I struck up a friendship and a few months later I was given an opportunity to manage the whole building! After a few years of doing that, I took on two buildings and then started managing a team of on-site managers with several of Auckland’s largest apartment buildings.

During that time, I spent a lot of time in Body Corporate AGM’s and committee meetings which taught me a lot about people management, building relationships and the importance of planning, logistics and teamwork.

I have always enjoyed the technical side of building systems and wanted to expand into commercial FM work. I was given the opportunity to move into commercial FM with Colliers in 2015 and a few years later ended up running the Auckland FM team for Colliers. The commercial role took things to the next level with a wide array of asset types, projects and experiences which was challenging and rewarding. It was also great fun!

What do you enjoy most about working in FM?
There are a few things for sure. FMs have a lot of freedom, and I really enjoy the autonomy. I love the challenge of making the built environment better, and finding new technology and solutions to make things more efficient. FM is one of the few roles in property that tangibly affects the environment we live in, and it’s great adding value to the assets I manage. FM work involves a lot of social and networking opportunities also as you’re working in a team environment which I really enjoy.

What are the most important skills/ personality traits facilities managers need?
Critical thinking and asking yourself, “what would my customers/building users say” is essential to successful facilities management. Pretty much everything we do has a direct impact on our clients and customers so putting yourself into their shoes is key to keeping them happy. Ask lots of questions until you’ve satisfied yourself that things will work as planned and seek plenty of opinions from those who are more knowledgeable than you.

What’s one skill that is often overlooked?
FM work is very fast-paced so being able to manage your stress levels and book time offline is very important. Knowing what your limits are and taking action to book time offline and recharge your batteries is an essential skill.

Any advice for someone considering a career in FM?
Being interested in property and technical things does help but having managed many FMs and worked with some excellent people I can 100% say that to be a great FM you don’t necessarily need a degree. What you need to bring is a good attitude, be someone who enjoys working in a team environment, is good at relationship building, solutions focussed and can communicate well.

If you’re the kind of person who likes driving positive change and isn’t a fan of keeping with the status quo, then it’s right up your alley because FMs are constantly improving how things work and adding value. Keeping an open mind and being willing to learn is essential because the FM knowledge landscape is endless and ever-changing.

When you’re not at work, where would we find you?
I’ll be in the shed at home, tinkering with my old cars – or out driving them!

Anthony Van Meer CFFMANZ, Building Asset Management Leader, WSP

Briefly, what does your job involve?
I offer professional building and property advice to building owners and operators allowing them to make informed decisions. Ultimately this is to ensure their assets meet their specific business requirements and that they’re effectively managed.  A big part of my role is strategic planning, whole of life impact analyses and feasibility analyses.

How long have you worked in facilities management?
22 years.

How did you get into facilities management?
I started life as a tradie in the electrical industry after completing a 9000-hour apprenticeship. I studied part-time for 13 years and ended up with a Masters degree in Design Science from the University of Sydney. While I was there, I met people studying FM and decided it looked like a lot more fun than being a design engineer, so I majored in FM.

I left Aussie in 2000 and worked in the UK for two retail providers – The Mall and Pret a Manger. My roles involved looking after the management and maintenance of their sites; this involved the whole gamut of hard and soft services.

In 2007 I returned to New Zealand and since then have worked predominantly in the asset management field.

What do you enjoy most about working in FM?
The variety of jobs, the challenges, helping people and establishing and maintaining relationships.

What do you think are the most important skills/ traits a facilities manager needs? 
In short, you need to be a knowledgeable person or resource instigator with great communication skills.

Communication is important as we deal with a diverse range of people; this includes being able to listen well.  Technical understanding is important too; you might not need to have technical expertise, but you need to be able to understand the basic principles of how something operates and what it is you are managing. You also need to understand the function of your role and how it adds value to make a difference.

What’s one skill that is often overlooked?
The ability to think strategically is often underrated and not fully appreciated. Too often FMs are in a reactive mode, fighting fires.

Any advice for someone considering a career in FM?
FM is extremely varied so it’s helpful to get some work experience to help you decide what area of FM you want to specialise in. Find what excites and energises you and ensure it suits your personality. If you put me in procurement, for example, I’d die a slow death and as for contract law that just simply isn’t my forte.

When you’re not at work, what do you enjoy doing?
I’m an active relaxer. I’m in a band called The Mule – check out our Facebook page The Mule Christchurch! On the fitness front, I do cross-fit training (so I can compete with my own shadow) as well as a style of kung fu called Arnis. I read a lot, mostly historical fiction – I usually have three or four books on the go, learning is a real passion of mine.

Angela Poole MFMANZ, Facilities Manager with Colliers New Zealand

Briefly, what does your job involve?
Ensuring the building compliance and the schedule/reactive maintenance works are completed in a timely manner.  Ensuring the tenants have a safe environment in which to operate from.

How long have you worked in FM?
7+ years

How did you get into FM?
I have worked for many different organisations, mostly in operational and managerial roles, but about nine years ago I decided to change career paths and I applied for a position at a facilities management company on the helpdesk.  I learned a wide range of skills quite rapidly which on reflection gave me the perfect start in the sector. I have also had some fantastic mentors who gave me support and ideas on how to grow my skillset and become a better FM.

What do you enjoy most about working in FM?
No two days are the same working in FM as there is always something happening, changing and new experiences to learn from. The industry is continuing to evolve which provides new ways of doing things and new learning opportunities. Dealing with people and problem solving keeps me on my toes.

What do you think are the most important skills a facilities manager needs?
Building good relationships, listening, multi-tasking, problem solving, being respectful of people’s personalities and dealing with them honestly and truthfully.

Any advice for someone considering a career in FM?
Facilities management is an excellent career path for anyone who enjoys working with people, solving problems, learning new experiences and enjoys the challenge of a busy workload.

When you’re not at work, where would we find you?
Spending time with family, eating out with friends, rugby (armchair) and hopping in the car to experience the best places around me.

Ross Willetts MFMANZ, Facilities Maintenance Team Leader with Hamilton City Council

Briefly, what does your job involve?
In the facilities unit of 35, I work with six facilities supervisors and four maintenance technicians. As the maintenance team, we look after 395 structures, from the large ones like FMG Stadium and the Hamilton Gardens to the smaller public toilets and sports changing rooms.

How long have you worked in FM?
It has been fantastic working as an FM on and off for 15 years. I moved to project management in construction for a time and am happy to find myself back in a facilities role again.

How did you get into FM?
I started my career in the automotive and marine industry while the family industry was farming and construction. This gave me a wide set of skills and an understanding of a lot of different trades and concepts. It also gave me the grounding to achieve a Diploma in Project Management.

What do you enjoy most about working in FM?
Starting with the Bay of Plenty Regional Council, I quickly found that I really enjoyed the diverse range of tasks and understanding that it takes to be successful in facilities management.

What do you think are the most important skills a facilities manager needs?
A lot of FMs have come from a trades background but I believe that having a sound understanding of customer service is key, with a willingness to improve a little each day.

Any advice for someone considering a career in FM?
Facilities management is a broad subject and depending on the size of the organisation will have lots of specialised roles and responsibilities. I believe the key is to be genuinely interested in how things work.

When you’re not at work, where would we find you?
I have had many different interests but the ones that have stuck are motorcycle riding and leathercraft. I also have a love of the outdoors and all that comes with it.

Delwyn Miles FFMANZ, Head of Property Management, Te Whatu Ora Waikato

How long have you worked in facilities management?
25+ years

How did you get into facilities management?
I started in a fire and security company as a service manager, then worked as an IQP, before joining a corporate company as Property & Facilities Manager, and it grew from there.

What do you enjoy most about working in FM?
I love the variety of work – no two days are the same. You meet great people and there is always something new and innovative happening that you can learn from and put into practice.

What do you think are the most important skills/ traits a facilities manager needs?
Communication for me has been the key and do what you say you are going to do. Also, leadership and strategy skills, and being a problem solver is important. Facilities managers are always on the go, so you will need to learn to juggle several things at the same time.

Any advice for someone starting out or considering a career in FM?
One piece of advice I can give is that time management is so important. Also, get alongside the contractors that you use and learn from them. Perform well, be flexible, attend facilities expos to learn about the new products and technology on the market, and always foster good relationships with tenants.

Any advice specifically for women considering a career in facilities management?
As a woman in facilities you have to know something about all aspects of facilities management, have good relationships with your contractors and learn from them, know who you are dealing with, and build those relationships. Embrace the changes in facilities, as they are constantly expanding. Think strategically, create procedures and always expect the unexpected. Create a well-oiled machine, that is a safe and healthy workplace.

Any advice for managers/ team leaders on how to forge inclusive work cultures where women’s careers in FM will thrive?
Facilities used to be a career that not many women would inspire to be in. Women are now excelling in facilities and growing. They use and grow their intuition, organisational skills, leadership and empowerment, and have learnt on the job about many facets of facilities. These women in FM should be recognised for furthering their professional knowledge.