Head of Performance and Service Delivery, Workplace Services Performance Team,London/National
Your opportunity
The Workplace Performance team assess the performance and measure the outputs of activities delivered by Workplace Services.
Performance includes Workplace Performance, Compliance and Environment aspects, combining independent Performance, Quality and Experience measurements under one umbrella, with a focus on continuous improvement, forward thinking and contract auditing based on intelligence and data, resulting in informed Best Advice and Added Value to the wider Workplace Service function.
They provide this information back to the Contract Management and Workplace Programme teams to ensure continuous improvement. As independent monitors of workplace functional performance they ensure a focus on how Workplace Services engages and advises the firm to create a better experience in Deloitte work places.
The performance team are also responsible for supporting service delivery by being the day to day contact for our preferred partners following the improvement opportunities identified by the team
Your role
The Head of Performance will be accountable to develop strategy, delivery and manage all aspects of the Workplace Services Performance programme.
Working with the wider senior management team, they will be responsible for conveying their own insights and experience in support of the evolution of Workplace Services. Key activities include, but are not limited to; developing improvement initiatives to ensure continuous best in class delivery and actively promoting workplace services to the wider business, providing governance and oversight of projects, the role is pivotal to integration across silos and acts as an SME function ensuring service excellence of Workplace delivery. It is expected the role of Head of Performance will evolve over time as we embed the new structure for Workplace Services.
The Head of Performance will develop influential relationships and set up and own an engagement programme and oversee the rollout of said programme. The engagement programme will include but not be limited to a Performance team wide relationship matrix with all internal and external stakeholders in order to understand and manage processes, experiences and overarching performance to the highest level.
The Head of Performance will be responsible for all areas of service delivery, advising our preferred Partners on where there is opportunity to improve and acting as a day to day point of contact for all contracts.
The role will report to the Director of Digital Workplace.
Responsibilities
• Developing and implementing national performance strategy and relevant governance.
• Management of all aspects of the national Performance delivery. Ensuring statutory, contractual and environmental compliance of Workplace Services functions.
• Independent monitoring and evaluating the standards and compliance of our service partners, contractors and suppliers, including measurement, audits, ISO and client feedback. Feeding back to Contract Management and Workplace Programme where services are surpassing expectations or improvement is required based on agreed SLA’s and KPI’s.
• Developing performance standards, procedures, governance, benchmarking and reporting:
o monthly performance management review
o identification of patterns and recurring issues for resolution via Contract Management team
o provision of MI on building performance e.g. issues, actions, solutions and timescales
o Work with the Workplace Analytics team to build interactive dashboards and identify trends in data
• Verifying compliance with ISO accreditations. Ensuring that ISO accreditations, risk, compliance and H&S audits are receiving the correct scores and results, thus keeping Deloitte compliant and safe. To contribute to the winning / retaining of any ISO accreditations.
• Focusing on continuous improvement, forward thinking and contract auditing based on intelligence and data, resulting in informed best advice and added value to the wider WS function.
• Setting up and owning a national engagement programme with senior stakeholders and PICs providing performance information and insights (including engagement updates, PIC Packs, MI data & insights, escalation and strategic conversations) on how the overall Workplace Services support model can be improved and new services developed.
• Managing the service partner audit process and analysing data, then providing advice and guidance to the Contract Management team on contract changes and improvements and recommendations on SLAs and KPIs.
• Taking advantage of new and emerging technologies and market changes to support business requirements, stay relevant and drive innovation.
• Identify new ICS service offerings, which would be of interest to the clients.
• Day to day line management of the Workplace Performance team providing leadership support and guiding their performance and development in their role.
• Own the change and communication programme and strategy for Workplace Services.
Your work, your choice
At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. Please speak to your recruiter about the working pattern that works best for you.
(For a full Job Description, visit Deloitte careers website)
Fill in below which area you are searching in for a similar function and don't forget your e-mail address!
