Eileen Mullan

Background

About Eileen Mullan

With over 10 years of experience in the field of Estates and Facilities Management, I am passionate about delivering high quality services that meet the needs and expectations of staff and students across the University of Edinburgh. I have a strong background in CAFM systems, performance metrics, operational excellence, and stakeholder management, and look to identify and implement service improvement initiatives that enhance efficiency, effectiveness, and satisfaction. I enjoy working with a diverse and collaborative team of professionals, and I value innovation, learning, and feedback. As the Service Improvement Manager, I am the senior point of contact for the operation of the Estates Helpdesk service, ensuring that all operational, technical, and emergency response matters are resolved in a timely and professional manner. I also provide business expertise and influence IT systems or business improvement projects that align with the service delivery needs of Estates Operations based on criticality and risk. Additionally, I support and advise operational managers in the continuous improvement of service standards through the effective reporting and benchmarking of performance indicators. In my previous role as the Helpdesk Manager, I led, managed, and developed a team of front line Helpdesk Technicians, overseeing the provision and allocation of work orders and service requests, and driving proactive customer care. Through my skills and experience, I aim to contribute to the University's vision of creating an inspiring, sustainable, and world-class estate.