Graham Warren
Manchester
Summary
Dynamic and highly motivated Facilities Management professional with extensive experience delivering Total FM services across commercial, education, PFI, retail, and industrial environments. Proven leader with strong operational, financial, and compliance skills. Adept at driving efficiencies using LEAN/Six Sigma methodologies, improving service delivery, and building strong client relationships.
Overview
23
23
years of professional experience
Work History
Service Delivery Manager
ISS
01.2025 - Current
- Taking full leadership of all accountabilities towards the customer and the ISS account team for the sites they are accountable for, including the health, safety and wellbeing of our people, ensuring safe systems of work, leadership of people and financial resources to maintain budgetary control and profitability (P/L).
- Driving a strategic customer focus by ensuring that customer information is structured in a proper and easy assessable way in the CRM system and/or other ISS business tools using the ISS Account Development Process and Plan translating business insights and customer needs to relevant propositions and solutions (across regions/countries/sites when applicable).
- Drive continuous stakeholder management to ensure that both customer stakeholders and internal (Group/regions/countries/sites) stakeholders are all aligned on the customer promise with the account development plan as focal point.
- Ensuring engagement by communicating in a tangible and concrete way to everyone (including to relevant National, Regional and Global support functions), what the promise to the customer means for each individual and their role in delivering on that promise – e.g. what does delivering compliance look like for a service professional.
- Ensuring the right competencies are in place to deliver on the promise to the customer; setting the team (including relevant National, Regional and Global support functions), through recruitment, development and successor planning.
- Optimisation and enhancement of service delivery and operations while ensuring: commitment and compliance to the related requirements as dictated by local law, requirements of local governing bodies and Customer and ISS policies full process compliance to OPF and service excellence meeting with customer needs
FM Consultant (Fixed Term Contracts)
10.2024 - 01.2025
- Delivered Total FM services across large buildings for hard/soft services, landscaping, pest control, and waste.
- Ensured statutory compliance and implemented training matrices and duty‑holder structures.
- Oversaw contractors, SLAs, and financial agreements.
- Implemented PPMs aligned to SFG20 and managed CAFM reporting.
- Produced weekly client updates and performance reports.
- Mentored FM Coordinators.
Services Director (Fixed Term Contract)
01.2024 - 10.2024
- Managed Total FM services across commercial, multi‑tenanted properties.
- Oversaw contractor performance, SLAs, compliance and statutory duties.
- Delivered CAFM reporting, PPM tracking and reactive maintenance insights.
- Supported planned and reactive sales activity.
Area Facilities Manager
Virtual FM
01.2022 - 01.2024
- Managed Total FM for 20 commercial tenanted properties.
- Led mobile engineering teams and cleaning supervisors.
- Produced monthly board reports and lifecycle updates.
- Managed variations, quotations, and updates to Room Data Sheets.
- Maintained statutory compliance using CAFM analytics.
- Managed disciplinary, grievance, and capability processes.
- Delivered after‑sales planned/reactive revenue.
Project Manager
Encirc Glass
08.2021 - 01.2022
- Managed capital projects from business case to delivery.
- Produced compliant scope of works and tender processes.
- Ensured CDM 2015 compliance and stakeholder coordination.
- Managed variations, approvals, and financial controls.
Contract Manager
Robertson FM
12.2020 - 08.2021
- Delivered Total FM across 10 PFI schools including PRUs.
- Managed 300+ staff across hard/soft services and catering.
- Oversaw lifecycle planning, budgets, and contractor negotiations.
- Produced monthly board reports and managed WIP.
- Led variations, small works, and statutory compliance programmes.
- Managed teams including Administrators, Technical Services Manager, Cleaning Manager, and Workplace Manager.
- PFI Contracts
Contract Manager
GFM
02.2020 - 12.2020
- Delivered Total FM for 12 PFI schools, leisure centre, and theatre.
- Managed 200+ staff across multiple operational teams.
- Controlled lifecycle, budgets, PPMs, and CAFM reporting.
- Delivered audits, KPIs, training, and supply chain management.
- PFI Contract
Head of Operations (South) / Account Manager
Grosvenor Services
08.2016 - 02.2020
- Account lead for major FM/cleaning contracts across large portfolios.
- Managed TUPE mobilisations and new site transitions.
- Delivered KPI reporting, audits, and SLA compliance.
- Introduced LEAN/Six Sigma programmes across estates.
- Managed contractors, maintenance engineers, NAV/CAFM systems.
Account Manager UK
CCS Retail Cleaning
02.2016 - 08.2016
- Managed FM services for 104 retail sites.
- Delivered KPIs, audits, cleaning schedules, and PPMs.
- Managed performance processes and Area Cleaning Managers.
Territory Manager Soft Services
IKEA Estate
01.2003 - 01.2016
- Managed 550+ staff across 21 sites, delivered KPIs, training, and system implementations.
- TUPE 2003–2016
Divisional Manager
Grosvenor Services
01.2003 - 01.2016
- Responsible for performance, budgets, H&S, ISO documentation, and US IKEA mobilisation.
Support/Project Manager
GS Associates
01.2003 - 01.2016
- Audits, training, staff planning.
Support Manager
Compass Cleaning
01.2003 - 01.2016
- Audits, staff development, contract support.
Education
Skills
- Total FM (Hard & Soft Services)
- Multi‑Site Leadership
- Client Relationship Management
- Statutory Compliance & H&S/CDM
- PPM Scheduling & CAFM Systems
- Contractor Management
- Budgeting & P&L Control
- Lifecycle & Small Works
Timeline
Service Delivery Manager
ISS
01.2025 - Current
FM Consultant (Fixed Term Contracts)
10.2024 - 01.2025
Services Director (Fixed Term Contract)
01.2024 - 10.2024
Area Facilities Manager
Virtual FM
01.2022 - 01.2024
Project Manager
Encirc Glass
08.2021 - 01.2022
Contract Manager
Robertson FM
12.2020 - 08.2021
Contract Manager
GFM
02.2020 - 12.2020
Head of Operations (South) / Account Manager
Grosvenor Services
08.2016 - 02.2020
Account Manager UK
CCS Retail Cleaning
02.2016 - 08.2016
Territory Manager Soft Services
IKEA Estate
01.2003 - 01.2016
Divisional Manager
Grosvenor Services
01.2003 - 01.2016
Support/Project Manager
GS Associates
01.2003 - 01.2016
Support Manager
Compass Cleaning
01.2003 - 01.2016