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DWP Transformation Lead Role
3 months ago
The Transformation Lead role plays a vital position within our organization. This is a great opportunity for someone who is excited about contributing to the growth and enhancement of our systems, infrastructure, and end user support model. We are seeking an individual with the necessary technical skills and intellectual capacity to lead this transformation, along with the ambition to evolve with the business. A key factor for success in this role is the ability to oversee the transformation of tools, technology, processes, and people, all while prioritizing customer and user experience.
Tasks- Lead the design of an automation model utilizing end-point tooling data, best practices, and new operating models, while training end-users to embrace cultural change.
- Implement a global workplace transformation solution by leveraging analytical solutions and proactive problem resolution processes.
- Develop optimized delivery models to improve incident resolution, enhance FCR, reduce MTTR, implement Shift Left strategies, and enhance self-service options.
- Emphasize Shift Left, self-help, proactive and predictive resolutions using tools and technology, with Systrack as a key tool.
- Establish a self-healing/self-servicing digital solution through RPA, empowering employees to address system and application issues independently.
- Create a council to drive the adoption of automation, remotisation, and standardization.
- Demonstrate understanding of IT Service Desk operations, enrich Chatbots, reduce incidents, implement automation tools, and drive value realization discussions.
- Coordinate technical escalations related to deployed products, collaborating closely with Architects and SMEs.
- Show awareness and basic understanding of Gen AI to enhance operational excellence in End User operations.
- The Transformation Lead must be a senior professional capable of overseeing IT transformations from start to finish.
- Proficiency in working with Systrack tool.
- Ability to engage with CIOs and Infrastructure directors.
- Preferably 8+ years of industry experience.
- Minimum of 6+ years of End User Computing experience.
- Demonstrate strong leadership, interpersonal, customer relationship skills, and the drive to navigate challenges within and outside the system.
- Hold a degree in Computer Science, Engineering, Information Technology, or equivalent.
- Minimum of 8 years of IT End User Computing experience.
- Proven success in application planning, project management, and policy development.
- Possess excellent analytical, planning, problem-solving, negotiation, and organizational skills.
- Exhibit exemplary customer service capabilities and mindset.
- Must be willing to travel occasionally, up to 10% of the time.
