The Knowledge Academy

University of Birmingham

Jersey College for Girls

Operations & Business Transformation at ISS TECHNICAL SERVICES UK LIMITED

CBRE Global Workplace Solutions (GWS)

EMEA Transitions Director

Develops inspirational delivery solutions for significant global contracts that focus on the customer's needs, and then brings together fabulously talented people from all over the world to successfully implement them.

ISS A/S

Senior Manager, Global Contract Transition and Transformation 

•	Committed member Senior Leadership Team on the Technical Services Board.
•	Significantly improved our commercial position through the oversight and management of business improvement initiatives, transformation projects, restructure programmes and the commercial review of historical agreements.
•	Co-ordinate a team of experienced staff, colleagues, and key stakeholders to design and deliver people, technology and business transformation programmes and projects. 
•	Experienced in solutions design, client engagement and presentations
•	Excel at contract and strategic relationship management at all levels and with a range of stakeholders.
•	Consistently and diligently mobilise large and complex contracts across the UK 
•	Designed & delivered TS Covid change management response, and managed Isolation and Furlough processes.
•	Employee engagement lead for ISS Technical Services - Designed and launched Employee Forum 'Technically Speaking'.
•	Corporate and Social Responsibility Lead – including Jointforces mentor

ISS TECHNICAL SERVICES UK LIMITED

Operations & Business Transformation Manager

•	Managed strategic change, transformation, and complex outsourcing programmes and shared services delivery across the Services Business at Carillion Plc. 
•	Worked with multiple stakeholders and clients to deliver effective and efficient change through innovative delivery models that deliver a return on investment and improved quality of service. 
•	Carillion Employee Survey and Employee Engagement Lead for Services from 2015 – 2017, project managing and supporting 11,000 Services colleagues to participate in the employee survey via both paper and online. Presented results to senior management and supported action planning and reporting across the business.

Carillion

Head of Service Improvement 

Head of Operations for the Nationwide Building Society Total Facilities Management Contract, managing 18 key Corporate Buildings and 180 staff across the UK

Overall operational responsibility for liaising with the client, proposing and then rolling out strategic, operational and economic efficiencies, ensuring consistency in terms of delivery from staff, and dealing with escalated issues from across the estate.

Head of Admin (Corporate) Estate - Nationwide Building Society

Member of the Senior Management Team evaluating opportunities both to grow the contract and to streamline the processes and systems in place. Specific responsibility for reviewing and driving efficiencies within Waste Management, Administrative and Helpdesk Functions, Stationery, and First Aider processes. Liaised with client to implement changes, and restructured the Administrative and Helpdesk functions based at Sheffield. 

In addition - supported the high quality delivery of other Facilities Management contracts within the business. Worked with high profile clients and our experienced colleagues to deliver exemplary customer service based models across their estates. Worked with Carillion's bid teams to create, and ultimately deliver bespoke models of excellence.

Commercial Delivery Manager (Virgin Contract) & Operations Lead  - Facilities Management (Bids)

Contracts Manager - Operational Delivery of the Midlands Region, working closely with colleagues both within CT and at BT Openreach to ensure the seamless installation and maintenance of network services.

Carillion Telent

Contracts Manager

With the joint venture -  Carillion Telent as National Resourcing Manager, supporting our CT colleagues and subcontractors to install and maintain network services across the UK on behalf of BT Openreach.

National Resourcing Manager

Operations Manager - focused on offering an exemplary customer experience to our clients, taking them through the whole journey from initial engagement and assessment to installation and beyond. My team consisted of both office and field based staff - including Marketing and Community Engagement specialists, Contact Centre staff, Caseworkers, Green Deal Assessors and Subcontractor Managers and Inspectors. I worked with various ECO funding streams such as HHCRO and CSCO as well as Green Deal and personally financed installs. Started as Birmingham focus, then widened out across West Midlands.

Operations Manager (Domestic Energy)

Working on the contract to deliver energy efficiency solutions to Birmingham residents and businesses using ECO, Green Deal and Local Authority Funding. 

Member of the Senior Management Team. Mobilised the employment & training and social value activity, ensuring that quality processes and staff were in place. 

Managed the tender processes and the contracts for the delivery of the E & T Key Performance Indicators within the programme.

Worked closely with Jobcentre Plus, National Apprenticeship Service, Birmingham City Council, other local authorities and training providers to ensure that local unemployed individuals were able to access opportunities both within Carillion and our supply chain. Co-ordinated the pre-employment training programmes, Apprenticeship opportunities and ongoing support whilst in employment.

Managed and co-ordinated the schools activity contract to ensure that local students were aware of Green Deal, the Birmingham Energy Savers Project and the future opportunities within the sector. 

Worked closely with the Client to ensure that priorities were aligned and provided regular, timely and accurate reports on E&T related activity across the project, exceeding targets set across the board.

Employment and Training Manager

Joint owner and Director of both James Crockford Photography and Asssociated Images Ltd. Managing accounts, arranging marketing and promotional opportunities, building and maitaining relationships with clients and suppliers. Key business clients have included NHS, Lend Lease Construction, The Recruitment and Employment Confederation, Nature’s Way Foods, Brewers, Limited Space, Birmingham City Council, Carillion, Liquid PR as well as numerous small businesses across the country. 

Worked on evenings and weekends whilst at the SFA, then full time when children were born.

Associated Images Ltd offers a wide range of high quality photographic services including events, interiors, architectural, food, as well as support building a library of images for use throughout your marketing. Find out more and download free guides at our website. You can call James on 0121 405 1133 and email james@jamescrockford.com

Associated Images Ltd

Joint Owner

Employer Engagement (April 2009 – October 2010) - Worked closely with employers to improve inward investment into the Midlands, and open up employment opportunities. Focussed on Skills deficits within the region to influence changes in Skills Policy across the Midlands. Supported the ESBs across the region. 
Strategic Skills (December 2008 – April 2009) - Promoted Government Skills Pledge & Skills 
Challenge to public sector employers across the West Midlands and gained sign ups to the principles of the Challenge. This included targets in Train to Gain, Apprenticeships & Skills for Life commitments. Worked with Skills for Justice (Sector Skills Council) to establish the core principles of their Compact. Liaised regularly with Skills Brokers working within the public sector to ensure the delivery of Train to Gain targets.  
Public Service Compact Programme Co-ordinator (June 2005 - March 2008) - Established strong relationships with employers to negotiate vacancies which could be filled via pre-employment training programmes. Included PCSOs, Administrators, Care Workers, Street Cleaners & Firefighters. Designed, tendered for, and appraised bespoke pre-employment training courses.Worked with Jobcentre Plus, recruitment agencies and IAG providers to recruit candidates. Project managed and co-ordinated recruitment days and training programmes.  Responsible for co-ordinating the recruitment, support and management of staff - both within and outside of the LSC. Project managed Cross Sector Development Opportunities Programme and associated activities.Co-ordinated Marketing, Recruitment and Community Engagement group.
Access Co-ordinator (September 2003 - May 2005) - Tendered for, appraised, negotiated & managed contracts including: ESF Co-financing (over £1 million worth), NLDC and LSC core funding,Work/life balance assessor for Birmingham and Solihull Work-life Balance Task Group. Responsible for strategies and projects dealing with homelessness & NEETs

Education and Skills Funding Agency

Various

Co-ordinated Voluntary Sector Forum; created systems to disseminate funds for development activities associated with youth engagement activity within the Birmingham and Solihull region; responsible for the recruitment and support of Connexions Personal Advisers based within the Birmingham and Solihull Voluntary Sector; allocated funding for Information Access Points, designing application processes and systems; responsible for a budget of approximately £1 million.

Kat Crockford