i-FM: The online resource for facilities professionals

After leaving university with a degree in business studies, HR and languages, I took a job with an IT dotcom managing the helpdesk and a rogue band of engineers - this gave me my first real experience of managing operations and streamlining processes; it also gave me a good understanding of both desktop and network IT support.

After 4 years and several hundred company and job name changes, I decided I wanted to move on and try my hand in another industry and so made a determined step into the world of FM. I became HR and Operations Manager at Incentive FM. Working for a, then, small company ensured that my role was varied and extremely broad which encompassed union negotiations at a prospective customer, installing FM helpdesks, re-writing performance review processes and a host of other things.

My next role was Operations Manager at fm24 and part-time consultant for Macro - fm24's parent company. In two years, fm24 went from a small fairly inefficient helpdesk operation to a successful and fast-paced helpdesk company winning contracts with companies such as Orange and Travelodge. I also provided some consultancy to a large water company which was exploring the potential to outsource of one of its customer service departments.

After two years I decided to change industry again and joined BT as a Transformation Consultant. I provided transformation and business process redesign expertise to 6 NHS Trusts in London supporting their Single Patient Record software (RiO) installations.

Finally in 2009 I made the leap from being a full-time employee to starting my own consultancy business. Since starting Bradley and Bradley Consulting I have worked as General Manager at Covent Garden London, Head of Soft Services of the Royal Shakespeare Company and have run team building, transformation and change management workshops with a number of clients, including British Gas.