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Building a culture of thriving

By Charles Hammersla, Key Account Director, ISS Pacific and Sarah Peebles, P&C Director, ISS Pacific


Facilities management (FM) has always been a people-first, systems-driven business. But in 2025, FM leaders are navigating more complexity than ever: from hybrid work and tighter regulations, to cost scrutiny and growing expectations around wellbeing. For FM leaders, the challenge is not just to deliver results but to do so in a way that helps their people thrive.

For FM teams supporting diverse regions and complex clients such as banks, this balance between performance and wellbeing isn’t just operational, it’s cultural.

MyISS
Melbourne Airport Placemakers

Leaders in crisis management

At ISS, we’ve seen that when teams are clear on their priorities, equipped with the right tools, and connected to the impact of their work, they perform at their best. While these six focus areas may seem simple, implementing them can be complex when balancing customer and business expectations and requirements. 

This is the kind of work our frontline teams, known as Placemakers, do every day. Whether supporting airports, hospitals, schools or corporate spaces, they help create environments where people and businesses can thrive. This approach reflects our broader commitment to meaningful work, strong support, and a clear connection to purpose.

 

Charles Hammersla_ISS KAM_2

Bringing people along 

In Facilities Management, where people are at the heart of operations, these skills are indispensable. Charles has honed his leadership through empathy and active listening not only in his career but also as Chairman of the Board at Minus 18, a nonprofit organisation supporting LGBTQIA+ youth.

“As Chairman of the Board at Minus 18 and coach of a diverse group, I’ve learned that true leadership involves actively listening and leading with empathy. Your own opinion may not always be the best one in the group, but by building trust through empathetic leadership and genuinely listening to others, you can achieve significantly better outcomes,” he adds.

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Whether dealing with a pandemic, natural disaster or unexpected incidents, staying calm under pressure is key. When faced with serious issues such as safety concerns, injuries or cyclones, focusing on facts and making the best decisions with the available information allows an FM to step out of the shadows and emerge as a true leader.” 

Charles Hammersla, ISS Key Account Manager

Here are some practical ways FM teams can apply each area effectively.

Clarity – clear standards and priorities
  • Daily huddles: Start shifts with short stand-ups to confirm site priorities, safety risks and customer updates.
  • Visible dashboards: Use noticeboards or digital apps to help teams track KPIs, customer feedback and timelines, and see what good looks like.
  • Role alignment: Review tasks, responsibilities or scope creep to ensure people understand where they contribute and add value.

    At ISS, our Team Boards facilitate these activities and share best practices, helping our teams deliver the right support for our customers in this area.