Deloitte UK / 2025–present
Running technology services for 30,000 people.
Redesigning IT support, asset management, and technology platforms to deliver frictionless, zero downtime technology solutions to enable our practitioners to support our clients.
- people supported
- 30,000
- person organisation
- 140+
- annual spend
- £50m
Why this mattered to me
This is customer-focused operations at scale. The starting point is always about supporting the person trying to get their work done: do they have the tools and support they need, when they need it, where they need it, and at a time that is convenient? That is what the service has to be built around.
The challenge
Our people need to be able to support their clients without technology getting in the way. The ambition is frictionless service and zero downtime. My job has been setting the vision and inspiring the team to move us towards that while continuing to manage day-to-day service delivery.
My role
Director – User Technology & Experience. I lead a 140+ person organisation and manage £50m annual spend, working with business-line COOs and the UK CIO and other heads of function.
What I did
- Redesigned the operating model and expanded virtual delivery, maintaining service quality as the organisation became smaller.
- Introduced laptop lockers for out-of-hours replacement and a Virtual Tech Bar for remote specialist support (completed proof of concept).
- Built a three-year roadmap around process redesign, automation and increased ServiceNow adoption. A hardware catalogue and delivery-partner integration are in progress.
What changed
- £1.5m+ in annual savings through operating-model redesign, process improvements, and changes in our technology platforms.
- 20% reduction in headcount while maintaining service quality.
- Remit expanded from Customer Experience and Support to the design, build and maintenance of the full end-user technology estate.