Hlengiwe Koza

Hlengiwe Koza is the chief operations officer of Total Serve Facilities Management, a company operating within the built environment sector, specialising in facilities management (FM). Their services cover everything from cleaning and hygiene to land- scaping, horticulture, and to heating, ventilation, and air conditioning maintenance.

Hlengiwe’s path to the built environment was not a straightforward one as she initially did not set out to work in property or facilities management. “I found myself in this industry more by chance than by choice,” she says. “I was never particularly interested in buildings, but I became fascinated by the property sector as a whole and how we utilise the spaces around us.”

Unsurprisingly, Hlengiwe’s educational background is diverse, which she credits as a factor in her ability to adapt and learn. After attending school in Pinetown and Crawford La Lucia, she pursued higher education at the University of KwaZulu-Natal before obtaining her BBA from IMM Graduate School. “I haven’t stopped learning since then,” she notes, listing additional qualifications such as becoming a safety officer, a certification in pest control, and credentials in facilities, construction, and project management.

Total Serve’s services go beyond standard maintenance, reflecting the growing needs of the FM industry, especially post-Covid. Hlengiwe observes, “The pandemic has made us more people-centred and aware of how important it is not only to maintain buildings but also to ensure they are safe and healthy environments for the people who use them. We are changing the focal points by adding a soft element to the spaces we manage. A cleaner, better environment enables people to think better and function more effectively.”

The journey has not been without its challenges, especially given that facilities management is a male- dominated field. “Being a woman in this field means you often have to work twice as hard just to be taken seriously,” she says. “When you walk into a room, you must know your story inside out. It’s not enough just to be present — you have to be ten steps ahead of the person next to you.”

Changing perceptions has been a significant part of her journey. “It’s about proving that we can deliver high- quality work that speaks for itself. But we also have to quantify our results and ensure that we are continually educating ourselves to stay ahead in the industry.”

Every day is different—you could be dealing with an engineer one day and something entirely different the next. I continuously push myself to learn more, especially when I come across something I don’t understand,” she says. “It’s frustrating not to understand something, and that frustration drives me to seek knowledge.”

Hlengiwe’s pursuit of continuous education aligns with her vision of expanding their services into construction and project management. “We’re shifting our focus as we want to be involved in the construction side of things and understand what that entails.”

“The built environment sector is very technical and often does not incorporate softer elements into its thinking. It’s usually very structured, with architects and engineers designing things purely for functionality,” she explains. “But are we considering how these spaces will be used, and how they can serve their purpose long-term; these are questions we need to ask.”

A Partnership
Hlengiwe does not run Total Serve alone, the CEO and founder of the company is Thandeka Mngomezulu. “It’s not a solo journey; it’s a working relationship,” Hlengiwe says. “Thandeka is an accountant by profession, which complements my less structured, more artistic approach. Together, we bring balance to the business.”

The relationship is built on mutual support and a shared vision. “We often talk about the importance of women supporting each other in business,” Hlengiwe shares. “It’s not always about competition. We’ve shown that women can build something significant together.” She credits Mngomezulu and other women mentors for shaping her career. “I’ve been shaped by many remarkable women who have taught me valuable lessons in business and life.”

The growth of Total Serve over the past 11 years is a significant milestone. “Being under 35 and leading a business of this magnitude is no small feat. We don’t always stop to appreciate how far we’ve come,” she says. Hlengiwe emphasises that her Total Serve’s success is not just about financial growth but also about the lives it has touched. “The silent prayers of those we have helped keep us going,” she says.“

“We’ve touched many lives through our projects and our foundation, Ink Foundation,” she says. The foundation focuses on social impact initiatives and giving back to the community. “Some people ask for nothing in return, and that makes it all the more meaningful. Knowing that someone is grateful for you because you’ve made a difference in their life is a blessing.”

Tackling Challenges
Hlengiwe’s advice to young women entering the industry is to avoid self-imposed limitations. “Don’t limit yourself or your thinking. Often, we carry the weight of the world on our shoulders and forget to prioritise ourselves,” she says. “I spent a lot of time trying to prove myself to the world. Now, I affirm myself instead of seeking validation from others.” She stresses the importance of switching off external noise and focusing on self-affirmation. “Tell yourself you’re enough. Give yourself the thankyou’s, the recognition, and the yeses that you seek from the world.”

Despite her busy schedule, Hlengiwe prioritises rest. “My life is quite structured. If I’m not at work, I’m at home resting and sleeping,” she says. “Sleep is something we don’t give ourselves enough credit for, but it’s essential for maintaining balance.”

For Hlengiwe, the future is about pushing boundaries and setting new goals. “I don’t think small. I’m always looking at how we can compete with the giants in the industry,” she says. “Life is ever evolving, and so am I.”