Spotlight on Scott Tickner – Bringing Innovation to Life at City & Essex

At City & Essex, our people aren’t just at the heart of our cleaning services; they are also the driving force behind the innovations that are helping our customers gain more insight, maintain operational visibility and achieve their sustainability goals. One of the key people making this happen is Scott Tickner, our Business Systems Manager.

Overseeing technology with purpose
As Business Systems Manager, Scott is responsible for overseeing the company’s technology systems to ensure they effectively support our business goals. “A typical day involves managing and maintaining our software applications, troubleshooting any issues, and ensuring all systems run smoothly for users across the business”, he explains. He also oversees database systems to ensure data is accurate, consistent, and secure.

A core part of Scott’s role is collaborating across departments. “I work closely with teams to understand their needs and implement technology solutions that enhance efficiency and productivity”, he says. “I’m also involved in developing and maintaining technology policies and procedures to support operational best practices.”

Delivering real-world impact for customers
Scott’s work doesn’t just keep internal operations running, it has a direct impact on customers. “By maintaining accurate and secure data and ensuring our applications meet the needs of each department, I help streamline internal processes and improve decision-making”, he explains. “This enables teams across City & Essex to perform their roles effectively, which in turn allows us to deliver timely, consistent, and high-quality service to our customers.”

Behind the scenes, driving solutions
Most people might not realise how much behind-the-scenes coordination and problem-solving go into his role. “It’s not just about fixing technical issues, it’s about understanding how different parts of the business operate and finding the right technology solutions to support their goals”, Scott says. “A big part of my job involves anticipating potential challenges, improving processes, and making sure our systems can scale as the company grows.”

Scott plays a hands-on role in bringing innovations to life on-site, ensuring that tools like Think Green, Clearview, and ConnEx are implemented effectively and continue to provide real value for customers. He monitors performance, resolves issues in real time, and works closely with teams to ensure systems integrate seamlessly with client operations.

What makes the role rewarding
“The most rewarding part of my role is seeing the positive impact that well-implemented technology can have on the business and our people”, says Scott. “Whether it’s solving a complex issue, improving a process, or introducing a new system that makes someone’s job easier, it’s incredibly satisfying to know that my work is helping others be more efficient and effective. Collaborating across departments and being part of solutions that directly contribute to the company’s success makes the job truly fulfilling.”

One recent project he’s particularly proud of involved implementing a new software solution that significantly improved workflow management for one department. The project included identifying the right platform, coordinating with vendors, customising the system, and training staff. “It not only reduced manual tasks and errors, but also improved reporting and visibility for managers”, Scott says. “Seeing how quickly the team adapted and how much more efficient their processes became was a great reminder of how impactful the right technology can be.”

More than just tech
Scott also brings a unique, people-focused perspective to his work: he’s a trained sports massage therapist. “It’s something quite different from my day-to-day role in tech, but I’ve always been interested in how the body works and the benefits of physical recovery”, he says. “It’s a great way to balance the technical side of my work with something more hands-on and people-focused, and it definitely keeps me learning in new ways.”