Insights
In autumn 2024, Macro formed a dedicated mobilisation team. We caught up with Head of Mobilisation Saul Chacksfield, Associate Director – Mobilisation Helen Ballard and Mobilisation - Assistant Manager Tara McHugh to learn more about their team and how they work.
Helen: I joined Macro in November 2019 after working as the Group Racking Manager for Travis Perkins for 8 years. I joined Macro as a Facilities Manager for the Northern Region of the City Plumbing Suppliers account (plumbing & heating division of Travis Perkins). Shortly before COVID-19 hit the UK, I stepped into the Account Lead role, leading the team through an unprecedented period. I continued in the role until September 2023, when I moved to work for Operations Director Stacey Smith as a Portfolio Lead overseeing operations for six clients. After a year in that role, I took on my current position as Associate Director – Mobilisation.
Saul: I spent five years heading up the quality function for Macro earning a promotion from Senior Manager to Associate Director. In autumn 2024, I progressed to Head of Mobilisation. I also played a key role in managing the MBO process, the transition post-MBO brought a sense of liberation, allowing for a fresh start and dynamic working environment.
Tara: I started my journey with Macro in an operational role on the Standard Chartered Bank account in Dublin in 2018. My role covered FM and reception responsibilities, and I collaborated with the UK and European team on a weekly basis. I had fantastic managers and colleagues who encouraged my growth, eventually leading me to apply for the Mobilisation Coordinator role when it became available in 2021. Since joining the team, I’ve helped introduce new processes and ideas and progressed to my current role of Mobilisation Assistant Manager. While capacity has been a challenge sometimes I now feel the team is well-equipped to make a real impact.
Helen: Simply put, we mobilise new accounts globally. Our role is to take what the bid team has presented to the client and ensure its successful delivery to the operations team.
Saul: We transition contracts from bid wins to operations, ensuring they are set up for success. Typically, this process takes around three months.
Tara: Our job is to ensure bid wins successfully transition to operations whilst meeting the clients’ requirements and expectations. Every mobilisation is different, as each client has unique challenges. I enjoy solving these challenges, which makes the role incredibly engaging and rewarding.
Helen: We work with various departments, including HR, Finance, IT, Supply Chain, Commercial and Legal teams. Our closest daily interactions are with the Supply Chain and Commercial teams. IT also plays a significant role, if our CAFM system is in scope. Naturally Health & Safety underpins everything we do, so we work closely with them as well.
Tara: As Helen noted we collaborate with teams from across the business but engaging operations early in the mobilisation process is essential. Our goal is to set up contracts for success from day one.
Helen: Macro identified the need for a dedicated team rather than a single role. Now, with a team of three, we ensure continuity from the bid stage to day-one handover, staying on for a stabilisation period to facilitate a seamless transition. The workstream leads understand the mobilisation activities within their functions, and the mobilisation team manages the programme of mobilisation tasks to ensure a smooth transition.
Saul: Mobilisation requires dedicated resources. Operations teams are fully committed to their existing accounts, so without specialists, mobilisation becomes a challenge. Our team ensures everything is in place from day one.
Saul: A successful mobilisation strengthens client relationships by delivering on promises. Often, clients operate under pressure with tight timelines, which can be further compressed due to delays in respect to key dependencies, such as getting the contract signed. So, if we can overcome these challenges and deliver on the client’s expectations, then it leaves us in a great position to have the everlasting impact we are aspiring to achieve.
Helen: We liaise with internal departments to ensure every element of service delivery is in place. Our job involves extensive due diligence, verifying bid details against real-world requirements.
Saul: (Laughs) You always start with a plan, but things change quickly. Problem-solving is a major part of the role. Right now, we’re managing six ongoing mobilisations while conducting due diligence on two more, highlighting the demand for our expertise. No two days are ever the same!
Tara: No two days are the same, a lot depends on the stage of the mobilisation you’re working on. Early on, it’s about setting up documentation, arranging meetings, and knowledge-sharing. We ensure teams receive the right information at the right time without overload. Communication is constant between the mobilisation team, our Macro colleagues and our clients. Also, being proficient in Excel helps!
Helen: We’re refining our processes by structuring work packages and streamlining our mobilisation tracker to enhance efficiency and demonstrate realistic timelines.
Saul: The outlook is positive. Our workload depends on what we’ve successfully secured, and some of our projects extend into 2026. We’re preparing for our biggest global contract and expanding into the U.S. market. Both Helen and I, despite our experience in mobilisations, are new to our roles, so we have a list of improvements we want to implement during any downtime.
Tara: It’s shaping up to be a year of growth, development, and streamlining. With three team members, we’re making a significant impact, and the pipeline of work is strong.
Tara: The change has been a refresh and growing to a team of three has been a game-changer. Helen and Saul bring invaluable expertise, enhancing our mobilisation efforts. Capacity was sometimes a challenge, but now, even though we’re still busy, we’re truly making an impact. I feel incredibly positive about our progress.
Tara: I feel I have picked up a lot of on-the-job skills since I joined Macro and have always felt very supported and encouraged to build my skill set and develop further with external learning. I completed the Agile Project Management Foundation Certificate in 2022 and recently earned a Professional Diploma in Project Management. Macro has supported my development from day one, and I’ve gained invaluable real-life experience over the last few years and look forward to learning further from Saul and Helen. My next goal is obtaining the Project Management Professional (PMP) accreditation.
Helen: We’ve made immediate improvements, by refining templates to improve efficiency. Larger business-wide lessons are being pitched to the Executive Management Team, and having the commercial team embedded in mobilisation has been particularly impactful.
