Head of Operational Excellence, Workplace Services

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Job description

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The Workplace Services team is responsible for creating and managing an exceptional workplace experience for over 25,000 Deloitte employees in the UK. They provide a wide range of services and support, enabling colleagues to work effectively and efficiently in a sustainable, safe, and secure environment. As a people-led, environmentally friendly, and data-driven function, Workplace Services leverages advanced analytics and modern technologies to deliver innovative workplace solutions.

Workplace Services manages Deloitte's occupied UK office space, overseeing supply chain performance, workplace compliance (including sustainability), programme and project management, and operational excellence through data-driven insights. They collaborate with Internal Real Estate, which is responsible for unoccupied spaces.

The Operational Excellence department comprises of Digital, User Experience, and Change & Engagement departments working together to drive continuous process improvement and innovation within Workplace Services across the firm. By leveraging data analytics, technology solutions, and change management expertise. Operational Excellence identifies bottlenecks, automates tasks, improves efficiency, and enhances the overall workplace experience.

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other , foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most .

Connect to your opportunity

The Head of Operational Excellence is responsible for leading and managing a high-performing Operational Excellence team including the Digital, User Experience and Change & Engagement. This role is responsible for setting the strategic direction and overseeing the design and facilitation of key workplace initiatives /projects, collaborating closely with Workplace Operations, Real Estate and the business firm wide. This role requires a strong focus on IFM (Integrated Facilities Management) solutioning, data analysis, process improvement, and stakeholder engagement (including managing communications channels), as well as a deep understanding of workplace trends and best practices. This role also drives innovation in automation and technology adoption to improve operational efficiency and enhance the workplace experience, fostering a culture of collaboration, innovation, and data-driven decision-making.

Success in this role will be reflected in the successful design and implementation of innovative workplace initiatives that demonstrate improve operational efficiency, enhances the workplace experience (evidenced by increased customer satisfaction scores). This will be further evidenced by a strong culture of continuous improvement and high team performance within Workplace Services, driven by the adoption of best practices and the effective leverage of technology and automation.

Responsibilities:

Leadership:

• Leadership role is accountable for the design for the firms IFM operational solutions and delivery platforms.
• Key Workplace Services senior lead working closely with Real Estate and IT teams when designing other office / workplace design and operations solutions.
• Leads and manages the department, including the Digital and Change & Engagement leads, fostering a collaborative and high-performing environment focused on driving operational excellence.
• Provides strategic direction and mentorship to the team, ensuring alignment with overall Workplace Services goals and objectives.
• Champions a culture of innovation, continuous improvement, and data-driven decision-making within the team and across Workplace Services.

Operational Excellence Strategy & Implementation:

• Develops and leads the strategy for operational excellence within Workplace Services, acting as a catalyst for innovation and continuous improvement.
• Develops and leads the strategy for our Smart Building initiatives, identifying and evaluating emerging technologies and trends to create a future-ready workplace.
• Oversees the design and facilitation of key initiatives, ensuring alignment with overall Workplace Services goals and collaborating with Workplace Operations on implementation and delivery.
• Defines and monitors Key Performance Indicators (KPIs) to measure the effectiveness of operational excellence initiatives.
• Drives continuous improvement by designing and facilitating best operational practices and collaborating with the Performance Lead on implementation.
• Leverages data and analytics to identify opportunities for optimisation and efficiency improvements.
• Manages the Head of Digital to leverage technology and innovation in enhancing workplace services.
• Develops forecasting models to predict future workplace costs and resource needs.

Business Change:

• Oversees the effectiveness of the change request process, identifying bottlenecks and areas for improvement across the firm.
• Oversees pilot programs to evaluate new technologies, workplace concepts, and service delivery models.

Service Excellence & Innovation:

• Leads experience-focused programmes and pilots, conducting research, spearheading innovative solutions, and developing business cases to secure funding and support.
• Promotes a culture of workplace excellence within Workplace Services.
• Identifies and implements innovative solutions to enhance workplace delivery.

Stakeholder Engagement & Communication:

• Manages client relationships and proactively and reactively delivers communications.
• Develops and maintains strong stakeholder relationships across Workplace Services and the wider business, ensuring buy-in and support for operational excellence initiatives through effective communication.
• Provides regular updates and reports on the progress of operational excellence initiatives.
• Oversees communication channels to the wider business.

Connect to your skills and professional experience

• Subject matter expert in IFM operations and 'best practice'.
• Proven ability to design, develop, and facilitate high-performing teams, increasing productivity and engagement.
• Experience leading and influencing cross-functional teams without direct authority.
• Demonstrated ability to develop and secure funding for strategic initiatives.
• Experience using data analysis and insights to inform strategic decisions and influence outcomes.
• Experience managing project governance and delivery within agreed frameworks, demonstrating a delivery-focused approach, driving quality and process improvements, and creating efficiencies across multi-functional services.
• Strategic and commercially minded, with a proven ability to demonstrate value and drive innovation.
• Strong commercial negotiation and influencing skills.
• Commitment to continuous improvement by staying up to date on market developments and industry standards.
• Knowledge of and experience with Workplace Services.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Personal Qualities / Attributes

• Strong leadership, interpersonal, and communication skills, including excellent presentation abilities.
• Results-oriented and proactive, with a drive to achieve high performance and initiate improvements.
• Collaborative approach, adept at building and maintaining strong stakeholder relationships.

Connect to your business - Enabling Functions

Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact. Come join us.

Central business services

We deliver world-class business support services for our people, our clients and our firm. From HR services, technology and digital support and pensions to facilities management, and more - together we are a true enabler for better business.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues

"The amount of investment in me in terms of training and development has been incredible - it has undoubtedly helped me to progress my career." - Jim, Enabling Functions

Our hybrid working policy

You'll be based in London with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level.

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers

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