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

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

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

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

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