Managing Director
JULIE GORDON
Julie Gordon founded St James Facilities Services in 2014 with a clear vision: to challenge the ‘one size fits all’ approach of traditional front-of-house services. She set out to build a people-first business where service is intuitive, personal and reflective of each building’s unique identity.
Under Julie’s leadership, St James has grown significantly across London, becoming a trusted provider of premium front-of-house, concierge and reception services within some of the capital’s most prestigious workplaces. Her expertise lies in building strong client partnerships, future-proofing service delivery and maintaining excellence within fast-paced, high-profile environments. With a background in operational leadership and a degree in HR, she brings a balanced focus on both people and performance.
Julie’s leadership style is collaborative, pragmatic and relationship-driven. She is passionate about creating a culture where colleagues feel valued, supported and empowered to deliver exceptional service every day – a philosophy that sits at the heart of St James.
Outside of work, Julie enjoys cycling, fitness and spending time with her family. She has a keen interest in current affairs, values great conversation and believes a sense of humour is essential in both business and life.
Sandrine Lee is an experienced operations leader with over 15 years’ experience delivering front-of-house and workplace services across London. Prior to joining St James, she held a senior role overseeing EMEA operations for a global investment bank, bringing a strong foundation in high-performance, corporate environments.
As Operations Director, Sandrine leads service delivery across the portfolio, ensuring consistency, quality and a tailored approach for every client. She works closely with on-site teams and managing agents to maintain high standards, strong relationships and seamless day-to-day operations.
Sandrine is particularly passionate about people. She focuses on developing confident, well-supported teams through structured training, clear leadership and a culture that values progression and accountability. Her approach ensures colleagues feel empowered to deliver service that is both professional and personal.
Known for her calm, hands-on leadership style, Sandrine plays a key role in maintaining the high standards and service culture that define St James.
Operation & Support Services Director
SANDRINE LEE
Account Director
KAREN FLETCHER
Karen Fletcher is an experienced Key Account Manager with a strong background in front-of-house operations and client relationship management. She has worked across a range of high-profile commercial buildings in London, supporting premium workplace environments and managing agent partnerships.
At St James, Karen is responsible for maintaining strong client relationships and ensuring service delivery remains consistent, responsive and aligned to each building’s needs. She takes a proactive, solutions-focused approach, working closely with on-site teams to support performance, engagement and day-to-day operations.
Karen is known for her attention to detail and hands-on style. She works collaboratively with clients and colleagues to ensure services are well managed, teams feel supported and occupiers receive a professional, welcoming experience at all times.
Caroline Osorio is a Key Account Manager with a strong background in front-of-house service delivery and client relationship management across London’s commercial workplace sector. She brings a people-focused, detail-driven approach to managing premium environments and supporting high-performing teams.
At St James, Caroline works closely with clients and on-site colleagues to ensure services are delivered seamlessly, consistently and in line with each building’s expectations. She is proactive and organised, with a natural ability to build trust, respond to challenges and maintain a calm, professional presence within fast-paced environments.
Caroline is passionate about creating positive workplace experiences – supporting teams to deliver service that is warm, attentive and aligned to the culture of each occupier community. Her collaborative approach and strong communication style ensure both clients and colleagues feel supported at every stage of the service journey.
Account Director
Caroline Osorio
Resource and Support Team Manager
Grace Matthews
Grace Matthews leads the St James Cover Support Team, ensuring consistent, reliable service delivery across the portfolio. With a strong background in operations, compliance and team leadership, she is responsible for managing staffing, absence cover and workforce planning.
Grace plays a key role in maintaining service continuity, deploying fully trained, directly employed colleagues across sites to ensure standards are never compromised. Her structured, hands-on approach reduces reliance on agency staff and ensures every team member is aligned to St James standards from day one.
Febe Pritchard brings extensive experience from the hospitality sector, both in the UK and internationally, including supporting the opening and repositioning of luxury hotels and resorts for five-star brands. Her background also spans recruitment, market research and coaching, giving her a well-rounded and people-focused approach to service delivery.
At St James, Febe partners closely with clients and on-site teams to ensure services are delivered to a consistently high standard. She provides strategic support, guidance and hands-on leadership, helping teams perform with confidence while maintaining a polished, guest-focused experience.
Febe is passionate about creating inclusive, supportive workplace cultures. She champions equality, diversity and development, ensuring colleagues feel valued and empowered to deliver their best every day.
Key Account Manager
FEBE PRITCHARD
Finance Manager
CHARLENE MAXWELL
Charlene Maxwell is an experienced Finance Manager with over 20 years’ experience across financial reporting, systems and operational support. With a strong background in management accounting and business performance, she plays a key role in ensuring financial accuracy, compliance and insight across the St James portfolio.
Detail-oriented and highly collaborative, Charlene supports senior leadership with clear, reliable reporting and works closely with operational teams to ensure the business continues to scale in a controlled and sustainable way.
Want to be part of our team?
We’re always looking for exceptional people to join our growing family.