People of DFAT: Sam Kitchin's unique perspective on diplomatic facilities management

Few people have Sam Kitchin's unique perspective on the DFAT account. As Regional Operations Lead for North & South Asia, he brings the experience of having managed both cutting-edge corporate offices for global technology companies and Australia's most important diplomatic facilities across the region. His journey from Hub-level operations to regional leadership highlights what makes diplomatic facilities management distinctive.

"The key difference between corporate accounts and DFAT lies fundamentally in scope," Sam explains. His experience managing facilities for major technology clients highlighted this contrast starkly. With corporate clients, he managed exclusively leased office spaces – impressive, cutting-edge environments closely aligned with each organisation's brand. However, technical responsibilities remained narrow since landlords managed essential services and MEP systems.

"DFAT represents a different paradigm – we represent the landlord," Sam notes. "We're accountable for overall asset performance across the full property lifecycle: plan, build, maintain." This includes executing capital works programs, maintaining assets for current and future needs, and managing essential services including water, power, and redundancy systems.

Yet this isn't purely technical work. "Given the spaces' representational nature, we must ensure they remain attractive and suitable for high-level diplomatic purposes whilst delivering technical expertise with care and attention to detail. It's the best of both worlds – comprehensive asset management combined with the refined service delivery and presentation standards these important diplomatic environments require."

Several factors drew Sam back to DFAT after his corporate experience. "The narrow scope of my previous accounts was less appealing than the technical challenge DFAT offers," he reflects. "On any given day we might be replacing a high voltage transformer, helping design a mechanical refresh worth tens of millions, working with our client to select appropriate timber flooring, or providing fit-out advice to the agencies within our buildings. The day-to-day diversity is genuinely engaging."

Equally important was the maturity of the relationship. "DFAT treats us as an extension of their team, with our people embedded throughout their global organisation. Our team is incredibly committed and delivers excellent work, but what sets DFAT apart is the client recognises and values this commitment. It’s hard-earned, but they trust us – our judgement, our recommendations, and our ability to deliver."

This attitude to outsourcing is rare, Sam observes. "Such a mature approach makes coming to work each day truly rewarding."

Sam's progression from a tradesman to account management, to subregional management to regional leadership has shaped his management philosophy. "My path from frontline to leadership has given me direct insight into the daily challenges our team faces," he explains. "This experience helps me quickly read situations, spot potential issues early, recognise when someone is under pressure, and know whether to offer encouragement or more direct guidance."

This background has informed a servant leadership approach. "Our team, like the broader DFAT network, consists of high-performing professionals who need genuine support rather than micromanagement. I focus on removing barriers, listening to concerns, and connecting frontline operations with client objectives and JLL's support functions. When team members feel supported and valued, they perform at their best."

Managing diplomatic facilities across diverse Asian countries requires understanding unique circumstances. "Every Post presents different situations – properties differ, Post leaders bring distinct management styles, and our teams navigate diverse languages and cultures," Sam observes. "The missions themselves vary significantly, ranging from business-focused diplomacy to heavy consular operations, additional agency support, or substantial military presence."

The human aspect proves particularly important. "We recognise that travelling diplomats have different needs. Some arrive with families needing settlement support, while others come unaccompanied and may face isolation or cultural adjustment challenges – sometimes they simply need a local colleague to share a beer with and explain how things work. This requires us to be responsive and flexible, tailoring our approach to each individual situation."

Facilities management in diplomatic settings has transformed during Sam's career. "Previously, we recommended projects based on visual inspections and experienced observations. Now we integrate comprehensive data from many sources, including asset registers, condition reports, sustainability assessments, accessibility audits, and compliance reviews to develop long-term strategic plans spanning decades."

His corporate experience taught valuable lessons about communication adaptability. Different clients demand varying approaches. Some requiring analytical rigour and data-driven conclusions, others preferring narrative-driven presentations. "DFAT has taught me to blend both approaches whilst prioritising direct communication. They value straight talk – no euphemisms, no corporate speak. If there's a problem, call it what it is, but come prepared with a solution backed by both narrative and solid data."

These diverse experiences broadened Sam's understanding of JLL's Southeast Asian operations and strengthened connections across business support functions. "This perspective helped me better align operational needs with organisational strategy, showing how interconnected our business functions are in delivering client outcomes."

For Sam, the combination of corporate experience and diplomatic expertise creates a unique perspective that enhances both leadership effectiveness and client service. "Every mission is different; our role is to support the mission."