Senior Manager, Head of Contract Performance, 12 Month FTC/Secondment

Connect to your Industry

Central Business Services (CBS) was created in December 2020 as Deloitte UK's internal, enterprise-wide shared services organisation. The vision for CBS is to drive customer-centric and efficient delivery of business services to our firm, enabled by end-to-end ownership of key processes and the application of consistent technology. CBS is expected to grow and scope of services as it enables delivery of the Deloitte ambition.

The Workplace Services team, part of the wider Central Business Services function, are responsible for managing the workplace environment and support the travel requirements that enable over 20,0000 Deloitte people in the UK to do business with their clients. By creating the right spaces and infrastructure they ensure Deloitte colleagues can work how, where and when it suits them in a sustainable, safe, and secure way.

They are a people led, environmentally friendly and data driven function. Their wide range of services and support includes coffee bars to cleaning, floor management to front of house client services, grounds maintenance to gyms, security to sustainable environments, hotel and airline reservations to hospitality, and energy to engineering.

They use advanced analytics, with a focus on service excellence, accountability, and an ambition to evolve (by using modern technologies, by supporting new ways of working and by ensuring scalability), all inform their position as advisors to their customers and clients on leading workplace solutions that make an impact that matters.

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, that covers audit, risk advisory, and consulting services across tax, legal, business, technology and corporate finance, 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 Contract Performance team identify requirements for, lead and manage all Deloitte Workplace Services contracts and relationships with our service partners, ensuring that the services that they provide are delivered to the required standard.

The Head of Contract Performance will lead the contract management function and they will have accountability for ensuring Deloitte suppliers meet all their contractual requirements and maintain the high level of service expected to the business. They will also lead our performance team who are responsible for ensuring the services are exceeding the expectations of our customers and clients using our offices. The performance team will measure customer satisfaction through stakeholder engagement and identify continuous service improvement opportunities and work with our preferred partners to implement change.

The role will report to the Director of Workplace Experience

Key responsibilities include:

• Developing and leading the strategy for our contract performance team
• Developing and implementing national and category contract management strategy
• Supporting the Head of Operations in leading and managing all service partner relationships and ensuring that the operational functions they provide meet the Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) agreed in contractual arrangements
• Ensuring we get best value and contractual benefits are realised – taking advantage of new and emerging technologies and market changes to stay relevant and drive innovation and opportunities to get better value from the contract
• Leading our performance team to develop our continuous service improvement program aimed to improve the services delivered by our contracts and the experience of our customers and clients
• Oversee and define the strategy for improving the experience in our offices by reviewing end to end processes and simplifying where possible
• Overseeing the development of our customer satisfaction program, measuring what matters
• Developing strong stakeholder relationships. Lead, agree and maintain plans to drive relationships forward
• Leading on contract negotiation – defining Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) within contracts
• Lead and develop supplier improvement plans and remedy poor performance, mitigate risks and resolve issues
• Work with the Head of Operations and Finance Team to monitor and track financial performance of supplier delivery against business and/or contractual requirements
• Work with the procurement team to lead on supplier reviews and contract negotiations
• Lead stakeholders and procurement to develop category plans
• Day to day line management of the Contract Managers and Performance team providing leadership support and guiding their performance and development in their role

Connect to your skills and professional experience

You are people led, someone who leads a team by supporting and guiding them to succeed on their own path while achieving your wider objectives and ambitions. You demonstrate excellent interpersonal skills through stakeholder management internally within the function as well the wider business, at all levels. You are also a driver, someone who takes the initiative and brings people on the journey with you. We will give you the opportunity to make decisions, make a difference and deliver an excellent experience for our people, customers, and clients.

It is essential that you have:

• Experience of strong commercial and stakeholder management and a consistent record of building strong commercial relationships at all levels
• Ability to review, analyse and interpret data provided from Analytics and Performance Teams and in using the data to influence outcomes and drive decisions
• Ability to drive the delivery of supplier results within agreed frameworks and parameters
• Experience and knowledge of supplier relationships and commercial management processes and frameworks including commercial performance management, knowledge of supplier risk management techniques and tools
• A strategic and commercial mind-set. The post holder must be able to demonstrate a proven record in creating efficiencies across multi–functional services and demonstrate where they have brought value to the business
• Experience of managing complex outsourced relationships. The post holder will need to demonstrate experience in managing third party suppliers and implementation of service level agreements
• Strong commercial negotiation skills
• Demonstrable interest in continuous improvement by keeping abreast of market developments and industry standards
• Understanding of financial planning, forecasting, and managing budgets
• Excellent communication skills both written and verbal
• Demonstrable leadership qualities and ability to motivate and develop those within the team

Connect to your business - Enabling Functions

Collaboration is central to everything we do at Deloitte. Bringing your individual skills and experience, and sharing your specialist knowledge, is how you'll make a far-reaching impact. Come join us.

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

“Collaboration is central to everything we do at Deloitte. Bringing your individual skills and experience, and sharing your specialist knowledge, is how you will make a far-reaching impact. “

-Jhon, Enabling Functions

Our hybrid working policy

You'll be based in one of our location with hybrid working. Our hybrid model enables our people to collaborate, connect and innovate in both a virtual and physical capacity. As well as remote working, you'll attend your local office, virtual collaboration spaces and client sites, depending on the requirements of the role.

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.

Connect to your return to work opportunity

Are you looking to return to the workplace after an extended career break?

For this role we can offer coaching and support designed for returners to refresh your knowledge and skills, and help your transition back into the workplace after a career break of two years or more. If this is relevant for you, just let your recruiter know when you make your application.

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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