Blog:
Life in Service Delivery with Tom Hodgkins

Tom joined the business over nine years ago as an apprentice straight out of school. Since then he has progressed through roles in information control and project management to where he is today, leading a team, overseeing delivery and helping clients get the most from their asset data.

From Apprentice to Senior Project Manager

Tom’s journey into the industry was not part of a long term plan. It was something he “stumbled into”. What started as a first step after A Levels quickly turned into a career.

Since then, Tom has progressed through multiple roles and gained hands-on experience across the full lifecycle of information management. That breadth of experience now guides his approach to leading complex projects and supporting his team.

No two days are the same

If you ask Tom what a typical day looks like, the answer is simple. There isn’t one.

Shifting deadlines, changing client priorities and unexpected challenges are all part of the job. Careful planning is essential, but the ability to adapt quickly is just as important.

“You might come in with a plan for the week, and then something changes. A handover date moves or an issue comes up and you need to jump on it straight away.”

This variety defines Service Delivery. Tom works across a range of projects, each with different requirements, processes and stakeholders. Flexibility is therefore a key part of the role.

Managing complexity across different projects

One of the biggest challenges for Tom is balancing competing priorities across multiple projects.

This constant balancing act is a core skill in Service Delivery. It is about understanding what matters most, when it matters and how to keep everything moving forward.

It is also where connected and reliable data becomes critical. Improving visibility and consistency in asset information helps teams make better decisions, avoid delays and maintain alignment across projects. These principles sit at the heart of Asset Intelligence.

Embracing challenges

For Tom, the most rewarding part of the role is not when everything goes perfectly. It’s when it doesn’t.

Working with complex projects and demanding clients means there is always something to solve. Whether it is refining processes, overcoming delivery challenges or helping teams navigate change, problem solving is a vital part of the job.

Delivering better outcomes with Asset Intelligence

Over the past decade, Tom has seen a clear shift in the industry.

“Clients are asking for more information, and their requirements are becoming increasingly complex. There’s definitely a heightened focus on information management now.”

However, more data does not always lead to better outcomes. Tom highlights that it is common for teams to ask for more information than they will ever use. It is not about quantity. It is about quality.

This is a key principle behind Asset Intelligence. It focuses on capturing the right information, in the right way, so it can be used effectively throughout the asset lifecycle.

Rather than overwhelming teams with unnecessary data, the focus is on creating structured and meaningful information that supports real decision-making during project delivery and into operation.

Looking ahead

While the importance of asset information is growing, Tom believes there is still progress to be made when it comes to resourcing and prioritisation.

“Information management is recognised as important, but the teams delivering it are often under-resourced.”

He also highlights the need for clearer ownership and better understanding across project teams. Those responsible for delivering asset information need the right expertise and support.

Ultimately the goal is a more joined up approach where information is valued not just at handover, but as a long term asset that enables better operation and stronger outcomes.

Life beyond the day job

Outside of work, Tom is a dedicated West Ham fan. He follows the team home and away and even celebrated their UEFA Conference League victory in Prague, marking the occasion with a questionable tattoo.

When he is not at a match, you will find him playing tennis or padel or enjoying some well-earned downtime after a busy week.

A valued team member

Tom’s story is a great example of how careers in Service Delivery can evolve. Combining technical expertise, problem solving and people skills allows him to deliver real value for clients.

In April, Tom was awarded Glider’s monthly Values Spotlight award for demonstrating reliability. He has consistently gone above and beyond to deliver positive outcomes for customers and is known for his calm approach under pressure. One client praised his ability to turn a difficult situation into a positive experience, which reflects his professionalism and commitment.

Inspired by Tom’s journey? We are currently hiring new team members to join our growing Service Delivery team. Explore our latest opportunities on our Careers page.