Three experts from the facilities management sector reflect on how their industry has evolved to meet the changing expectations of workplaces in a post-pandemic world.
Richard Sykes
SVP and President, ABM UK & Ireland
Discussing how facilities management is evolving with the workplace.
How has the workplace evolved, post-pandemic?
Hybrid working is here to stay. Many organisations now blend office and remote work, with leaders keen to reignite collaboration, creativity, and company culture. But this return to the office must be earned. Team members will only come back if the office offers them something they cannot get at home. They expect modern, engaging environments that support productivity and wellbeing. That means clean, energy-efficient spaces with smart amenities that promote both mental and physical health.
Has the facilities management sector evolved to accommodate these changes?
Absolutely. Facilities management has moved beyond ‘fix and react’ to a strategic role at the heart of workplace experience. We’re seeing a talent transformation, and the sector is increasingly defined by data-driven, proactive solutions that anticipate needs and enhance operations.
What are the key areas of growth in this new world?
First, sustainability: as buildings contribute 40% of global carbon emissions, facilities management has a crucial role in the energy transition and net zero goals. Second, critical environments: data centres, laboratories and healthcare facilities demand ultra-reliable, expertly maintained infrastructure.
Third, technology integration: smart buildings and AI-driven insights enable real-time analytics and predictive maintenance. Fourth, occupant wellbeing and experience: from air quality to ergonomic design, facilities teams are shaping healthier, more productive spaces for employees.
Dinny Crowe
VP Operations, ABM Ireland
Discussing how AI is helping the management of critical facilities.
How can AI boost the efficiency and impact of frontline teams managing critical spaces?
AI strengthens frontline operations by automating repetitive tasks and delivering real-time insights that support faster, smarter decision-making. For example, we’re using AI to make our workforce stronger. Chatbots and virtual coaches are providing real-time support to frontline leaders, and 4,000 staff actively use Copilot and ChatGPT for writing, research and troubleshooting. However, we are — and will always be — a ‘people first’ company that uses AI to empower, not replace, our frontline teams.
In what ways does AI help clients ‘future-proof’ their facilities amid growing economic pressures?
From predictive maintenance that prevents downtime to smart cleaning that enhances health and safety, our tech-enabled approach helps businesses future-proof operations and thrive in a fast-changing world.
What does smart cleaning look like in practice?
Smart cleaning combines AI and the Internet of Things (IoT) to enable more responsive, data-led operations. Sensors and analytics platforms help facility teams identify cleaning needs in real time, prioritise tasks, and deploy resources more efficiently. These insights flow through apps, dashboards, and smart consoles — enhancing service quality, improving hygiene and freeing up teams to focus on the areas of greatest impact.
Sinead Grogan
Senior Operations Manager, ABM Ireland
Discussing how the facilities management sector maintains operational excellence through its people.
How are evolving client needs changing the facilities management industry?
Facilities management is no longer just about maintaining buildings. It’s about enhancing experiences, driving sustainability and embracing technology. That shift is opening up exciting, purpose-led career paths for a new generation of talent.
How does your company’s operational culture contribute to client satisfaction?
At ABM, our operational success starts with our people. We’ve built high-performing, inclusive teams — representing 56 nationalities — rooted in shared values and a strong sense of purpose. We know that a thriving internal culture directly impacts client outcomes. When people feel valued, supported and heard, they deliver their best work. Programmes like ‘Step Up’ are central to that — offering structured growth opportunities that empower our teams to lead with confidence, take ownership, and consistently exceed expectations.
