Rahima Bhatti

Our Team – Meet Gemma, A Lead Service Delivery Manager

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Meet Gemma: A Lead Service Delivery Manager

What is your current role? 

I am a Lead Service Delivery Manager and look after our valued partner Plymouth City Council, as well as our esteemed customers CATERed and Plymouth Active Leisure. I also manage two of our other Service Delivery Managers who share the same passion as mine in delivering great customer service.

 

Why did you choose to join Delt?

I joined Delt 7 years ago, and I really liked the Delt story and the fact that it works to keep jobs in the South West. What also caught my eye was its mission of ‘helping customers do amazing things,’ so I was intrigued to learn more.

 

How has your journey at Delt progressed?

I joined Delt in a completely different role to the role I am in now.

Customer Service has always been a passion of mine, and I always knew I wanted to work closely with our customers, ensuring we are providing the best possible service. And when things do go wrong (because they do!) making sure we work as quickly as possible to put them right.

 

What advice would you give someone starting their career in your team?

That every day you learn something new! This role can sometimes be frustrating because we can’t ‘fix’ things (we’ve got a lovely team of experts for that!), we can just ensure the customer is updated and understand the impact when things go wrong and provide reassurance that we are working quickly.

 

What has been a standout highlight of your career here?

This is a really tough question for me because I am my harshest critic. I think just getting appreciation from customers when things have gone well is always a highlight.

I was also part of the Delt Anniversary video, which was quite an accomplishment for me because I am really not a fan of public speaking, let alone on video!

 

How would you describe Delt’s team culture, and how does it impact your job satisfaction?

I really love the team we have at Delt now. I feel that we are working collectively to do a good job and that the team understand that in the role of an SDM, we are the voice of the customer and can act as a shield to the teams and so it’s important we are updated so we can communicate effectively.

This makes my job so much easier because it’s crucial in providing the best customer service.

 

What do you enjoy outside of work?

In my spare time I am a singer and sing in pubs around Plymouth at weekends. I also have an 8 year old son called Beau, who I love the bones of!

 

Has someone inspired you in a special way?

I would have to say my parents. They’ve been married for 50 years, we are incredibly close and I’d be lost without them!

 

Gemma Prowse, Lead Service Delivery Manager

NEWS – Delt Shared Services Certified as the Sixth Most Loved Workplace in the UK for 2024

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Delt Shared Services Certified as the Sixth Most Loved Workplace in the UK for 2024

5th November 2024, Plymouth, UK 

A Plymouth-based company has beat off a host of national competitors to become one of the most loved workplaces in the UK.

Delt Shared Services, a Devon-based shared service provider co-owned by Plymouth City Council and NHS Devon, has made number 6 in the UK Most Loved Workplaces list – coming ahead of major companies such as drinks manufacturer Jägermeister UK, Kraft Heinz and Hilton Grand Vacations.

The award recognises companies with outstanding employee satisfaction and is backed by research from the Best Practice Institute (BPI).

It highlights Delt’s dedication to encouraging a supportive and inclusive workplace.

Giles Letheren, CEO at Delt said: “I’m absolutely delighted that we have been accredited as a Most Loved Workplace. It’s especially important as it recognises companies for creating emotionally connected workplaces.”

“The team at Delt is truly exceptional, and our people are our most valuable assets. Our commitment to collaboration, teamwork, opportunities for advancement, and a culture of understanding and respect are some of the reasons why we have earned this recognition.

“We believe that creating a workplace where everyone can thrive empowers us to collaborate effectively and deliver exceptional results for our customers. This is essential to fulfilling our aim of helping people do amazing things.”

Jane White, Chief People and Culture Officer added: “We are extremely pleased to be recognised by the prestigious Newsweek as #6 on their list of Top 100 Most Loved Workplaces. Delt works hard to ensure that our culture is employee-centric, and this award is a recognition of the hard work we’ve put into gathering employee feedback and taking actionable steps that benefit our employees.”

The Love of Workplace Index™ survey, used by Newsweek to determine rankings, evaluated employee sentiments across various aspects of workplace satisfaction. Employees rated their experience on elements such as respect, collaboration, support, and sense of belonging within their workplace.

The assessment focused on companies’ performance in various areas defined by the Spark Model, as outlined by BPI, including Systemic Collaboration, Positive Vision of the Future, Alignment of Values, Respect, and Killer Achievement. The analysis examined employee sentiments regarding engagement, workplace positivity, and commitment to the organisation’s success, ultimately determining the Top 100 Most Loved Workplaces.

“I started Most Loved Workplaces out of inspiration from my community of people who consciously place love for their employees at the center of their business model,” said Louis Carter, the founder, and CEO of BPI and a social/organizational psychologist, thought leader, entrepreneur, and author. Carter’s book, “In Great Company: How to Spark Peak Performance by Creating an Emotionally Connected Workplace,” identifies the specific areas needed to become a highly respected, reputable organisation where people love to work with each other – a Most Loved Workplace.

Delt Shared Services has gone from just two customers in 2015 to more than 250 today across 400 locations, helping it to return £5 million to its public sector owners for investment in public services. It plays a crucial role in supporting many of the area’s critical services, including NHS trusts, local government, blue light services, and educational institutions.

It was the brainchild of Plymouth City Council and NHS Devon, who wanted an organisation that would deliver essential back-office functions such as IT, HR and payroll while keeping high-tech roles in the local area. And it worked.

To date, Delt’s efforts have made a significant impact creating an annual socio-economic gain of nearly £20M in the region.

Last year Delt surprised everyone by coming 9th in the same awards, published annually by Newsweek.

For the full Newsweek list of 2023’s Most Loved Workplaces, please visit: UK’s Most Loved Workplaces 2024 – Newsweek Rankings

To find out more about Delt, watch their latest promotional video: Delt Shared Services 10th Anniversary 2024 – YouTube

NEWS – Delt Shared Services Expands Commitment to Community: Joining Care Leavers Covenant to Empower Young People Leaving Care

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Delt Shared Services Expands Commitment to Community: Joining Care Leavers Covenant to Empower Young People Leaving Care

31st October 2024, Plymouth, UK 

Delt Shared Services, a leading IT and business support provider jointly owned by Plymouth City Council and NHS Devon, has recently joined the Care Leaver Covenant, furthering its commitment to support young people leaving care in Plymouth and surrounding areas.

According to statistics from 2023, 38% of care leavers aged 19, 20, and 21 were not in employment, education, or training, compared to just 13% of their peers in the general population*

To address this gap, Delt is leveraging its expertise in IT, and business services to provide tailored employment opportunities, mentorship, and skills training for care leavers—empowering them to build independent futures while reinforcing its commitment to social impact and community support.

The Care Leaver Covenant, a national initiative supporting young people aged 16-25 as they transition to independent living, connects businesses and organisations with care leavers through dedicated support packages. By joining this Covenant with Plymouth City Council, Delt is enhancing its social impact by providing practical support aligned with its strengths in IT and business services.

“As a signatory of the Care Leaver Covenant, Delt offers care leavers access to current vacancies, personalised application assistance, direct access to hiring managers, guaranteed interviews, and constructive feedback,” said Lindsey Daw, Learning and Organisational Development Specialist. “Our partnership with the Covenant reflects our belief that everyone deserves the opportunity to succeed. We’re committed to empowering young people leaving care in our local community through hands-on experience and career development.”

In addition to employment opportunities, care leavers will have access to voluntary placements in IT, estates maintenance, and human resources, gaining practical skills under the guidance of dedicated mentors. Delt also provides financial sponsorships to support qualifications and skills development, equipping care leavers with the tools they need to succeed.

Councillor Jemima Laing, Deputy Leader of the Council and Cabinet Member for Children’s Social Care said: “I am thrilled to hear that Delt have joined us in signing the Care Leaver Covenant, signing the Covenant means that they can support a care leaver in their next step in life, by providing guidance, and job opportunities.”

“We know that leaving care can be both an exciting journey and a daunting time. I want to say thank you to Delt for doing this and I hope it encourages more Plymouth businesses to sign up to offer opportunities to support our city’s care experienced young people.”

Giles Letheren, CEO, affirmed, “At Delt, we believe in nurturing talent from all backgrounds and providing equal access to opportunities. We look forward to making a meaningful difference through this partnership and encouraging others in the business community to do the same.”

Delt Shared Services is dedicated to creating an inclusive environment that supports the growth and success of care leavers.

 

Interested candidates 

To view and apply for current vacancies, visit Delt Services Current Vacancies or reach out via email at Recruitment@deltservices.co.uk for more information.

You can also learn more about Delt Shared Services’ involvement with the Care Leaver Covenant and explore available opportunities through the Care Leaver Covenant website: Delt Shared Services | Employment Vacancies, Voluntary Work Experience, Sponsorship for Qualifications – Care Leaver Covenant (mycovenant.org.uk)

*Source: Labour Force Survey, year ending 31 March 2023, via GOV.UK Education Statistics. Percentage of young people aged 19 to 21 in England who are Not in Education, Employment, or Training (NEET).

NEWS – Plymouth-based business celebrates 10 years of growth into a Westcountry success story

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Plymouth-based business celebrates 10 years of growth into a Westcountry success story

24th October 2024, Plymouth, UK  

A pioneering Westcountry business is celebrating a decade of helping people to do amazing things. 

Plymouth-based Delt Shared Services has gone from just two customers to more than 250 today, helping it to return millions of pounds to its public sector owners for investment in public services. 

Delt was the brainchild of Plymouth City Council and NHS Devon, who wanted an organisation that would deliver essential back-office functions such as IT, HR and payroll while keeping high-tech roles in the local area. 

And it worked. Today Delt is a Westcountry business success story, providing services across 400 locations and contributing millions of pounds in social value every year to the South West as a whole. 

Giles Letheren, Delt’s Chief Executive said the birthday celebrations were an opportunity to show how the organisation was making a real difference. 

“Delt’s success isn’t just about numbers, it’s about a community approach, where jobs, social value, and public investment are kept locally. The fact that we are here in 2024 and are talking about the millions we are giving back to our public sector backers is testament both to the foresight they had to set us up – and to our staff, the vast majority of whom live locally.” 

Giles Letheren

Chief Executive Officer

Delt’s success story extends beyond financial performance. As a living wage employer and a supporter of the Armed Services Covenant, Delt is committed to social responsibility.  

The company also leads in environmental sustainability, with plans for a net-zero data centre and green electricity powering its operations.  

Straight from the off Delt bucked the national trend by delivering both cost savings and service quality improvements, something other similar businesses were failing to do. 

Over the past decade, Delt has returned over £5 million in dividends to its shareholders – funds directly reinvested into local NHS services, schools, and services for the elderly. 

This is on top of the £20 million that it contributes annually in social value to the South West through well-paid high-tech or specialist roles – jobs that could have disappeared from Plymouth if Delt did not exist. 

Giles said that what set Delt apart was its unique blend of private sector efficiency with public sector values.  

“We’ve shown that it’s not about cutting corners – it’s about working smarter and delivering more,” he said.

“Our people are at the heart of our success, and we continuously invest in their skills to ensure they can offer the best to our customers.”

With a decade of growth behind it and the continued support of key shareholders, Delt is poised to build on its success. “We’re committed to helping more organisations in the South West and beyond achieve better service outcomes through shared services. 

“And the more profits we make, the more people in Plymouth and the wider Devon area benefit.”

David Northey, Plymouth City Council Director of Finance, said: “When we first established Delt, with NHS Devon, we wanted it to become a company that could provide us with high quality services – enabling us to continue our work to make Plymouth a great place to live, work and visit. From our front-line services to our back-office engine room, the services that Delt provide help us 24/7 to deliver over 300 services. Since its launch, Delt has continued to grow and thrive and I look forward to seeing how the company develops further over the next ten years. Thank you to all colleagues at Delt for all their support. Happy Birthday!”  

Malcolm Senior, NHS Devon’s Director of Digital Transformation, said: “We would like to wish Delt and its staff a very happy birthday. We have enjoyed working with the Team at Delt and happy to see that it’s reached this significant milestone.”  

10 years of helping people do amazing things, take a look at our story…

Our Team – Meet Lewis, Our IT Security Specialist

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Meet Lewis: One of our IT Security Specialists

What is your current role and what do you enjoy most about it? 

My current role at Delt is IT Security Specialist. I started this role in late August last year after spending a little over a year on the Delt service desk. My typical day-to-day can be quite varied, from running monthly reports for customers, then assisting with phishing emails to getting involved in new project proposals. I find best thing about my role is that no matter how much you think you know, there is always something new to learn—no day is ever the same!

 

Why did you apply for your role at Delt?

I applied for the role as I had always had an interest in cyber security. My main interests are threat hunting and vulnerability management, which are mainly red team activities. Having a varied role allows me to focus on both sides of cyber security.

 

What has been the highlight of your career with Delt so far?

There have been several highlights for me at Delt. The biggest one, which still feels slightly surreal, is that just over two years ago, I wasn’t even working in IT.

Now, I am in the role I am most interested in, continuing to learn and develop my technical skills and knowledge.

 

What does your journey at Delt look like, how have you progressed and how have we helped you?

Well, this one is a good story. I first applied for a job at Delt in February 2022 but was unsuccessful. I re-applied when a new listing came out at the end of March, while I was also interviewing for other positions. I started at Delt in April 2022, where I assisted with one of our customers. I spent a lot of time trying to work on cyber related tickets that were being passed to the service desk and worked on automating processes to improve productivity. I also won a Delt factor award for this activity.

In August, several cybersecurity team members were exploring new opportunities, so I applied for the role, seeking both interview experience and, fortunately, I was accepted and also obtained the additional qualifications I needed to have under my belt.

 

What advice would you give to someone new joining your team at the start of their career?

With Delt, I have found that you get out what you put in. If you are here to do your hours, get your paycheck and leave then you will never move up within Delt.

But, if you put in 1 percent more effort every day, you will get noticed and additional doors will open for you to better your career and get you where you want to go.

 

What do you enjoy doing outside of work?

I spend my weekends out at sea on my paddleboard and taking my motorbike for a spin around the coast. I have two loving cats, Raymond and Leonard, and I’m an avid fan of Star Wars and James Bond films.

 

Lewis Hayes, IT Security Specialist

Our Team – Meet Sam, Our Marketing and Communications Manager

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Meet Sam: Our Marketing and Communications Manager

What is your current role and what do you enjoy most about it? 

I am the Marketing & Communications Manager at Delt, working closely with our talented Marketing & Communications Assistant, Rahima, to oversee all aspects of company communications. I thrive in Delt’s dynamic and constantly evolving environment, where I collaborate with a fantastic team to provide communication expertise not only to our employees but also to our valued partners and customers.

 

Why did you apply for your role at Delt?

I was seeking a new challenge after spending my entire career in various roles within the private sector. I was intrigued by the public sector and saw the role at Delt as the perfect opportunity to gain that experience. Delt stood out as a unique organisation.

Additionally, I wanted to join a larger company again, and from the very beginning, Delt offered the flexibility and support I needed as a new mother while managing a successful career. Being part of a bigger company has also allowed me to enjoy the social aspects of work. As a social person, I appreciate the collaborative and supportive nature of our business, and I value the opportunity to form friendships with colleagues.

Joining Delt has been the best decision for both myself and my family.

 

What has been the highlight of your career with Delt so far?

One of the highlights of my career at Delt has been successfully integrating myself within the business and becoming a trusted member of the team. Over the last year, the Marketing and Communications department has established itself as a key resource for various teams across the company. Colleagues regularly come to us for support and guidance on a wide range of projects, from strategic campaigns to internal communications. This trust and reliance on our expertise reflect the strong relationships we’ve built and the positive impact we’ve made.

Being a part of this collaborative environment and knowing that our contributions are valued by other departments has been incredibly rewarding.

 

How would you describe the team culture at Delt, and how does it contribute to your job satisfaction?

The team culture at Delt is collaborative, supportive, and inclusive. At Delt, we emphasise open communication and teamwork, which creates a positive work environment where everyone feels valued. The culture contributes to my job satisfaction by providing a sense of belonging and the opportunity to work with diverse, talented individuals who are committed to shared goals.

The encouragement and mutual respect among team members inspire creativity and drive, making my role both fulfilling and enjoyable.

 

What do you enjoy doing outside of work?

When I’m not at work, I enjoy exploring new places and parks with my fiancé and our toddler. I’m also busy organising our wedding and planning family holidays to create precious memories.

 

Samantha Langridge, Marketing and Communications Manager

Aaron Hartley – Staff Nominated Non-Executive Director

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Aaron Hartley – Staff Nominated Non-Executive Director

Aaron is the Print & Mail Services Manager at Delt. He transferred from Plymouth City Council with his team in 2018.

Before starting a job in the print industry, Aaron graduated from Exeter University with a degree in English Literature and began working for Plymouth City Council as a temp. Initially, he worked in HR as a PA, where his duties included audio typing. He then moved through many different jobs including Environmental Health, The Care Leavers Service, various Social Services roles, Street Services and Finance before finding his feet in the Print and Mail sector.

Born in Kent to a Services family, Aaron lived in Gibraltar and moved to Plymouth in 1984. He has been an adopted Janner ever since, with hiatus periods of living in Sweden and Bristol in between, he has always boomeranged back to Plymouth.

In his free time, he likes to attend live music events with his youngest daughter, loves reading, discovering new restaurants and has been a season ticket holder at Plymouth Argyle since 1986.

Our Team – Meet Stuart, Head of Payroll and Pensions

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Meet Stuart: Our Head of Payroll and Pensions

What is your current role and what do you enjoy most about it?

My role at Delt is Head of Payroll Services, I joined in 2018 having worked in Local Government.  I started working in payroll many years ago after falling into the profession by chance and have had many roles since.  I can’t imagine doing anything else.

I enjoy the fast paced and ever evolving nature of my work with Delt, it allows me to work with a great group of people to deliver services to our partners and customers.

What do you do on a typical day?

Every day is different.  Some days can involve routine tasks linked to our customers payroll processing such as payments and returns.  Other days can involve checking our performance meets Service Level Agreements and talking to our customers about our services.

Payroll and Pension is an ever-changing world and needs constant monitoring of development and changes to ensure that any changes in our processes or systems are planned and communicated to our stakeholders.

What has been the highlight of your career with Delt so far?

Having work for the company for many years there have been lots of changes and challenges, I enjoy the sense of empowerment to make decision about running my service for the benefit of customers and colleagues.

A few significant highlights would be the introduction of salary sacrifice schemes for pension savings and implementing a facility to earned wages before their normal pay day for our employees.

The biggest highlights have been the ability to add new customers, the scope to invest in my colleagues and see them growing in their roles.

What do you like to do outside of work?

Outside of work I enjoy keeping fit either at the Gym or cycling on my new Electric Bike that I’ve just bought through our Cycle to Work scheme.  I enjoy travelling with my wife (now our two children are adults and do make occasional withdraws from the Bank of Mum and Dad), we are big fans of Greece and Italy, the climate, the people and especially the food.

Stuart Hingston, Head of Payroll and Pensions

Our Team – Meet Chris, Service Desk Team Leader

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Meet Chris: Our Service Desk Team Leader

What is your current role and what do you enjoy most about it? 

I’m a Service Desk Team Leader with Delt. What I enjoy most is about the role is supporting the team in their efforts to support our customers.

 

Why did you apply for your role at Delt?

I am a software developer at the core but became disenfranchised with IT in general so left the industry. My partner was working for Delt at the time and Delts core values and reputation were appealing.

 

What does your journey with Delt look like?

I joined Delt in 2021 as an IT Technician. Before this I was a software developer (.NET Framework, C#, C++, Pascal – Now I’m showing my age). In January 2023 I became one of the Senior IT Technicians and carried out the Delt Aspiring Leaders program.

Through this course, I developed the skills necessary to continue my journey and in September 2023 I became one of the Service Desk Team Leaders. In my current role, I support a team of passionate IT Technicians as we support our customers.

 

What advice would you give to someone new joining your team at the start of their career?

We only know what we know, so ask questions and be receptive to feedback.

 

What has been the highlight of your career with Delt so far?

Seeing my colleagues develop and grow with the guidance and support we provide.

 

How would you describe the team culture at Delt, and how does it contribute to your job satisfaction?

The culture at Delt is one of support and doing better. We don’t find blame in failure, instead look for opportunities to succeed.

 

What do you enjoy doing outside of work?

Outside of work, I enjoy playing tabletop/board/video games, spending time with my partner and our cat, spending time with friends, travelling and turning coffee into code.

 

Chris Bickell-Glazier, Service Desk Team Leader

NEWS – Innovative GP Cloud Platform Takes Home Prestigious Virtual Care Award at 2024 HSJ Awards

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Innovative GP Cloud Platform Takes Home Prestigious Virtual Care Award at 2024 HSJ Awards

26th March 2024, Plymouth, Devon

Devon-based shared services provider, Delt, is excited to announce that its GP in the Cloud (GPitC) platform, developed with partners NHS Devon, Integy, and NASGP (National Association of Sessional GPs), has been officially named as the “Gold” winner in the ‘Virtual Care Project of the Year’ category at the HSJ Partnership Awards 2024, in recognition of an outstanding dedication to improving healthcare and effective collaboration with the NHS.

The same team also won a Silver Award in the very competitive ‘Best Healthcare Provider Partnership with the NHS’ award. The gala ceremony, held at Evolution London in Battersea Park on Thursday 21st March 2024, saw the project team praised for their innovative approach to revolutionising virtual care services.

In presenting GP in the Cloud the Virtual Care Award, judges praised the project team for “working together to set up and deliver a service that enables safe, effective virtual care.”

“It (GP in the Cloud) involved patients in the care plan, equipping them to contribute to their own recovery, and has potential to scale up to meet future care demands.”

The GPitC platform emerged as a response to the GP shortage in Devon, addressing a pivotal challenge in digital primary care innovation. During the Covid-19 pandemic, online consultations transformed GP services, but limitations persisted due to system constraints. To overcome this, Delt collaborated with NHS Devon, cloud computing experts Integy, and the National Association of Sessional GPs (NASGP) to create ‘GP in the Cloud’. This technology enables GPs from anywhere in the UK to conduct consultations remotely, enhancing patient access and practice flexibility.

Thirty-four Devon practices participated in the pilot project, successfully embedding GP in the Cloud. By the end of 2022, it became the standard model across the Devon ICB footprint, delivering thousands of additional clinical hours and cost savings.

Recognising its success, NHS England sought Devon ICB’s blueprint for regional and national rollout, positioning GP in the Cloud for future nationwide availability.

Commenting on the recent win, Dr John McCormick, Chief Clinical Information Officer for Devon ICB, said: “This award is wonderful recognition for a project that brings tangible benefits to GP practices and patients, and a tribute to the organisations that delivered it. Each of the partners involved in GP in the Cloud brings a specialism. It is the combination of these specialisms that resulted in the success of this project. It is an outstanding example of true partnership working and what can be achieved.”

Delt CEO, Giles Letheren, added: “We are incredibly proud of our team and partners for delivering a groundbreaking solution that directly benefits NHS Devon and patients alike. Our joint win highlights the transformative impact of collaboration and technology in driving efficiency and accessibility within primary care settings. To have co-designed and implemented GP in the Cloud, a remote access platform that enables locum GPs to access a patient’s full medical record safely, securely and from any location, without the need to be issued a dedicated laptop, is good, but the bigger victory is in working together. The project itself was made feasible solely due to the willingness of NHS Devon to collaborate effectively with multiple partners. While the win for Virtual Care Project of the year reflects the utility and impact of our platform, we are perhaps even prouder of our silver award for Best Partnership.”

As Delt and their partners celebrate this achievement, they remain dedicated to advancing healthcare service excellence and look forward to continuing their journey of innovation in partnership with the NHS and healthcare providers across the UK.

The winners were selected following a rigorous two-stage judging process ahead of the HSJ Partnership Awards 2024 awards ceremony. The full list of Winners and those Highly Commended for the 2024 HSJ Partnership Awards can be found at https://partnership.hsj.co.uk/winners-2024