Good business relationships, start with good personal relationships.
We like working with real people, who have real lives beyond work and who bring those values into their everyday. Good client services, starts with good people. And at Cloud we’re really proud of our Client Services team.
So, we’re delighted to introduce some of our colleagues below. Showing them as their ‘real selves’, describing in their own words, what they love about working with Cloud’s clients and the reasons behind why we are able to retain so many of our clients for long-standing relationships.
Katie Harvey – Group Operations Director
Since joining Cloud, I’ve worked closely with a wide range of hospitality and commercial clients, supporting them with end-to-end FM solutions that take the pressure off their day-to-day operations. The Cloud culture is what makes it — fast-paced, supportive, and genuinely focused on doing the right thing for both our people and our clients. It’s a place where initiative is encouraged, and no two days are the same.
I love being the calm in their storm — helping clients solve complex operational problems so they can focus on their own teams and customers. It’s rewarding to build trust, especially when clients see us as an extension of their business rather than just a supplier. The relationships we build are personal, long-lasting, and based on real delivery.
I’m proud of the moments where a client turns around and says, “We couldn’t have done that without you” — especially in critical times like openings, restructures, or peak trading periods. What makes Cloud different is the mix of smart people, smart tech, and a culture of ownership — we don’t just talk about freedom, we live it, and that empowers us to act quickly and with real care. The depth of our client relationships is built on trust, honesty, and a shared commitment to getting things done.
When I’m not working, most of my time is spent being a full-time chauffeur to my two kids — usually to and from football training or weekend matches! I love the energy that comes from being around sport and family life. When I do get a quiet moment, it’s all about music, a great film, and a bit of time to recharge.
Rab Marnell – Head of Operations
I first joined Cloud in 2013 as an engineering supervisor, very much hands-on and carrying out the maintenance across our clients’ sites. I was fortunate to grow with the business through its early expansion, before stepping away in 2020 to broaden my experience. Returning in 2023 and stepping into the Head of Operations role in May 2025, I’m focused on bringing together every element of service delivery — from task initiation to completion — for seamless, transparent operations. With a brilliant team, engaged supply chain partners, and the innovative Freedom platform keeping clients informed every step of the way, we’re delivering FM the way it should be.
Outside of work, I still play football — proudly the oldest player in my football team, competing in the Warriors Football Association – an SFA affiliated 3 division league dedicated to improving the physical and mental health of hundreds of players across Scotland. I’ve been part of this league since its inception in 2022.
Dan Goulbourne – Account Manager
My Cloud journey started in 2017 as a team leader of Cloud’s Helpdesk. Over the years I’ve progressed to a Senior Account Manager, overseeing the delivery of services to The Range, Tui, The White Company, TGI Fridays and many more. Knowing that I work for a company which is passionate about employees’ wellbeing and encourages self-growth and progression, I’m comfortable in saying this is my home from home, and I wouldn’t be who I am today without Cloud as my employer.
The clients keep us on our toes, no two days are the same. My goal is to keep them safe and compliant while maintaining budgets. Often there’s a curve ball and finding the solution while trying to do both of these, is challenge I relish.
Outside of work while trying to keep on top of the garden, finish the never ending list of household jobs and trying to be the world’s best dad, I’m all in for a lunch with friends, a round of golf and trying to enjoy being a Manchester United fan.
Louise Hewett – Account Manager
I’ve been at Cloud for nearly 10 years working across various clients, mainly for retail and commercial premises. Having a retail store manager background myself helps building that relationship with the clients as I can understand from their side having been there myself with issues in stores, such as not being able to secure at the end of the day and having to stay waiting for engineers or security guards. I find this helps to build the trust with the client as you understand their point of view and frustrations and they know that you are doing you best to resolve whatever issue they have.
I enjoy that every day is different and trying to fix things as quickly as possible for the clients so they can get back to what they do best for their own customers.
I’m proud of the relationships I’ve built with my current and previous clients, improving their compliance, resolving recurring issues and getting renewals of contracts to continue working with us.
It’s great working at Cloud because we have a team that are always helping and motivating each other as well as looking for new ways to do things rather than just settling for “this is how it’s always been done.
When I’m not working, I’m taxi for my daughter to various clubs/activities in the evenings! I also play netball twice a week and have two cheeky cats that keep me busy the rest of the time. In the past I’ve also looked after guide dogs that are completing their training, it’s really rewarding. They go to “dog school” during the day and get trained how to be a guide dog and then in the evenings and weekends you look after them at home, much like a pet dog just with a few specific rules on certain things, we’ve looked after 8 different guide dogs and I would definitely look to do this again in the future.
Dean Peters – Account Manager
I began life at Cloud as an engineer over 10 years ago and have worked in far too many roles to list them all here, what I can say is that I have enjoyed every position and the challenges each provided. I think credit goes to the people I have worked with along each stage of that journey and coupled with our inclusive culture at Cloud, are the main reasons I love working here.
We have a great working relationship with the client, established over time with a honest open approach to any problems. This approach really does make our day-to-day a pleasure and the understanding that we can work together to overcome all issues we encounter.
Watching my son play his chosen sport of ice hockey is the thing I most enjoy outside of work – this takes up a lot of our spare time travelling far and wide. With any remaining downtime, I enjoy the more usual things in life, spending time with family and friends, relaxing and socialising.
If you enjoyed reading about our Client Services colleagues, you may also be interested in reading more about our clients: https://www.cloudfmgroup.com/our-clients/