Head of Workplace Operations, Workplace Services

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job description

Connect to your Industry

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 Workplace Operations team is responsible for ensuring that Workplace Services consistently meets and exceeds Integrated Facilities Management (IFM) operational expectations. The team measures customer satisfaction identifying continuous service improvement opportunities (from a supplier performance perspective) and works with partners to implement changes. They also manage the "Measure What Matters" programme and oversee the relationship with the Vendor Management team, ensuring supplier accountability and Deloitte service levels.

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 Workplace Operations is a senior leadership role, accountable for operational delivery and owns overall performance outcomes across the Deloitte estate. This role focuses on operational delivery, continuous performance improvement and leading the operational team. This role manages the annual operational budget of c.£30 million for Workplace Services and is accountable for overall performance outcomes, including developing and maintaining strategic relationships with key stakeholders.

Success in this role will be demonstrated by consistent achievement of Operational Delivery, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), reflecting improved service delivery, strong supplier relationships, cost-effective Integrated Facilities Management (IFM), and effective management of the budget.

Responsibilities

Operational Delivery:

• Defines, leaders and oversees the operational strategy for improving the workplace experience by reviewing and simplifying end-to-end processes.
• Accountable for managing the IFM services partners and tactical supply chain.
• Works closely with the key strategic supply chain partner(s) to explore latest technologies and initiatives and ensures value for money in the service delivery model
• Account for delivering and managing the operational budget for IFM services across the Deloitte portfolio.
• Owns the "Measure What Matters" programme, driving improvements in Workplace Services.
• Manages the relationship with the Vendor Management team, ensuring SLAs are met, contractual compliance, and Deloitte service levels from the supply chain.
• Supports Workplace Services Director by owning the operational and performance management programme, ensuring operational functions meet SLAs and KPIs.

Budget Management:

• Manages the supply chain budget (c.£30 million annual operational budget), analysing spending patterns, forecasting needs, and developing and tracking budgets.

Performance Management:

• Delivers the performance management strategy for the operational model, including category management, and ensures value and contractual compliance by leveraging new technologies and market changes.
• Chairs supplier performance review meetings and leads the performance team in developing and implementing continuous improvement programmes (focused on supplier performance).
• Oversees performance data analysis to monitor supplier performance, identify trends, areas of concern, and root causes.
• Supports the development of supplier improvement plans, remedies poor performance, mitigates risks, and resolves issues, ensuring value and contractual compliance by leveraging new technologies and market changes.
• Support operational excellence initiatives for the function working closely with the Operational Excellence teams.

Compliance:

• Accountable for supplier compliance and contractual obligations.

Stakeholder Engagement:

• Develops and maintains strong stakeholder relationships, leading and implementing engagement plans.

Connect to your skills and professional experience

• Proven experience in IFM operations, commercial and stakeholder management, including building and managing strategic relationships at senior levels, driving supplier results within agreed frameworks, and managing outsourced relationships (including SLA implementation).
• Demonstrated ability to analyse data to influence outcomes and drive decisions, with experience in supplier relationship and commercial management processes (including commercial performance management and supplier risk management).
• Strategic and commercially minded, with a proven track record of creating efficiencies, delivering business value, and managing large budgets across multi-functional services.
• Strong commercial negotiation and financial planning skills (forecasting, budgeting, and financial management).
• Excellent communication and leadership skills, with a proven ability to motivate and develop team members.
• Proficient 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

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

WPFULL SLICSS