Why engineering excellence requires a people-first mindset

Aug. 28, 2026

Joanna Harris MScHead of Technical Services, Sodexo UK & Ireland

Joanna Harris MSc is Head of Technical Services for Sodexo UK&I and a recognised industry leader. She is lead author of an ‘FM Bible’ CIBSE’s Guide M Maintenance Engineering and Management and Vice Chair of the CIBSE FM group, winner of the BCIA Outstanding Contribution Award and a passionate advocate for diversity in engineering. She explains how engineering-led disciplines support a great workplace experience by forging closer connections between occupants and building operations.

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Hard FM has a soft underbelly

From the age of 16, I’ve worked in technical roles. I started out as a maintenance apprentice, into FM operations and spent 14 years in consultancy, authoring industry best practice guidance and British Standards for FM before joining Sodexo in 2020. Even though I work at the technical end of FM, I take a people-first approach. Every day, I see how decisions made during design, construction, or refurbishment affect not just building compliance and efficiency but also occupant wellbeing and productivity. And I see how earlier technical engagement in construction projects could have improved it all.

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Driving change

This disconnect between buildings and people is a long-standing issue, and as an engineer: I’m interested in the fix. I have volunteered on industry groups for 20 years and have twice worked with industry colleagues to update Guide M, the maintenance engineering and management ‘bible’ published by the Chartered Institute of Building Services Engineers (CIBSE) to pass on the operational FM knowledge to the construction designers and contractors.

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The latest release of Guide M in 2023 and the June 2026 release of the life expectancy table for building services assets, reflects the latest legislation and provides guidance for everyone – FM professionals, designers, owners and operators – it explains full impact of their work on a building’s operational performance. It covers everything from safety and competency frameworks to sustainability, smart buildings, asset lifecycles and wellbeing, including the importance of indoor air quality, noise control and lighting to employees’ health and perceptions of comfort.

Embedding best practice since publication

The release of Guide M has already led to positive change; it has embedded the Post-COVID lessons including infection control, support for flexible working, and occupant wellbeing. As well as supporting the FM industry’s thirst for knowledge of new technologies and strategies that support net zero goals, providing actionable guidance for sustainability initiatives.

By championing the principles of Guide M within Sodexo we’re also setting the benchmark for the industry, with asset management principles embedded in our processes, standard job descriptions and robust handover processes. This includes ensuring that everything a client needs for smooth operations – asset registers, drawings, evidence of statutory maintenance and dates for inspection – is factored into maintenance plans at the outset. Since implementing our Global Technical Services Framework (TSF), a structured approach that standardises engineering roles, asset information, handover processes and maintenance planning across our operations, we’ve seen a sustained focus on best practice, statutory compliance, improved engineering efficiency and rising occupant satisfaction. Supported by our internal technical community, we’ve seen sustained focus on best practice, improved engineering efficiency and rising occupant satisfaction.

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Pushing for flexibility in every workplace

Today’s workforce has different expectations and more choice, which means our clients are thinking harder about their workplace experience so they can keep people coming in and performing well. They also want to respond faster when needs change, but it requires a level of flexibility that some buildings aren’t designed for.

Years ago, the accepted wisdom was that workplaces were comfortable at 21 degrees Celsius. Air conditioning systems were costed, commissioned and maintained to deliver it. Now employees who have walked through a blizzard in multiple layers feel like they’re being roasted alive in mid winter and the expectation that they will carry extra layers in a heatwave just to stop shivering at their desk is no longer acceptable. It’s why flexible control systems and smart buildings are so important, taking data directly from assets and sensors and creating the optimum environment for employees to thrive, regardless of what they do and where they do it.

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Being the technical ‘eyes and ears’ for clients

Sodexo employs [thousands] of people in engineering and maintenance, all helping to keep over 300 workplaces running smoothly including prisons, defense estates, complex hospitals, pharmaceuticals, corporate offices, schools and universities. Our ambition is to support our Client’s by getting involved sooner in new construction or large scale project’s to ensure that the operators experience is embraced during design ensuring the workplace will be maintainable and meet the occupiers needs.

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Over

running smoothly including prisons, defense estates, complex hospitals, pharmaceuticals, corporate offices, schools and universities.

We have had some great examples where we have ‘soft landings’ champions that help clients through their fit-out of base build facilities to create cost-effective, productive and supportive workplaces. I’ve always seen engineering through this lens, and it’s what makes me proud of the impact we can make.

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Celebrating engineers in FM

Operational maintenance and hospitality may seem poles apart, but they’re both about people. In fact, part of my work with the CIBSE Facilities Management Group is looking at how we might promote the contribution of engineers not just on problem-solving but also on the creation of healthy, sustainable and productive workplaces. The integration of AI and IoT influence how we manage buildings and engineers are at the forefront of this change; they will embrace smart building technologies that work for people and planet.

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As Head of Technical Services at Sodexo UK&I, I get to use my expertise and my voice to push for continuous improvement and to bring like-minded people with me. I’m far from alone – I’ve met some great colleagues both internally and externally through my CIBSE FM Group – and I always want to make the biggest contribution I can. So whether I’m peer-reviewing asset guidance for the Institute for Workplace and Facilities Management, contributing to a British Standard or joining a roundtable discussion on Smart Buildings, you know I will be talking about the impact of buildings on people and how considering them together gets the best results.

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Why engineering excellence requires a people-first mindset

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Hard FM has a soft underbelly

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Driving change

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Embedding best practice since publication

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Pushing for flexibility in every workplace

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Being the technical ‘eyes and ears’ for clients

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Celebrating engineers in FM

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Let’s Talk

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