Head of Service Transformation

2 days ago

London, United Kingdom British Red Cross Full time

**Head of Service Transformation - Digital (Interim)**

**Location: UK Flexible, working from home or Hybrid**

**Hours per week: Full-time 35hrs per week**

**Contract type: Fixed term contract 12 months (Maternity cover)**

**Salary: £70,000 to £75,000 per annum pro rata (depending on experience) (plus inner London weighting, if applicable)**

**About the role**

The role will design, develop and lead the Transformation function within Digital, Data and Technology (DDaT) to ensure that we continue to modernise the British Red Cross. The post holder will fulfil a leadership role in the Delivery function and be responsible for driving transformational change. The post holder will be responsible for transforming what the British Red Cross delivers by using service design and agile working to deliver service transformation. This could be for service users, volunteers, staff or supporters.

**What you will be doing**

You will be working with senior stakeholders across the organisation (including the operating model design team) to build the case for change, to create and enable service transformation. You will be putting users at the heart of our operations and making decisions based on user insight. Alongside this, you will be developing and embedding a centre of excellence for service design and a broader community of practice across the organisation.

**Meet the Team**

***
The service transformation team works with 3 main areas: migration and displacement, disasters and emergencies and Employee Experience. We’re also working across the organisation on changing our ways of working, with a focus on product management and agile delivery methods.

Our team is small but what we can accomplish is significant. We’re united by a shared passion for user-centred design, making things better for people who use Red Cross services and for the volunteers and staff delivering them.

**Key Responsibilities of the role include**:

- Develop and embed the centre of excellence for service design, and broader community of practice across the organisation.
- Maximise opportunities and deliver outcomes through enabling the team to deliver service transformation projects, utilising a service design approach
- Provide and enable internal consultancy, including less intensive support to existing projects or product teams
- Ensure delivery of end-to-end business change, including redesign of processes and technology enablement
- Build and lead a lean, agile team that scales to meet the needs of the transformation projects
- Develop and lead the transformation function
- Work with colleagues across the organisation to upskill in all areas of transformation and modern ways of working
- Overcome any resistance to transforming a service and effectively explain the benefits and expected outcomes

**- Service design methodology and approach, including broader user centred design thinking
- Agile project delivery methods
- Highly developed communication skills managing relationships and people with impact, navigating through ambiguity, and creating clarity of purpose
- Able to work in situations of ambiguity and change
- Substantial experience of successfully delivering large scale service transformation programmes utilising a service design approach, & product transformation programmes, including those with a technology dimension
- Experience of line managing, including in a matrix management environment (often with large, dispersed teams), reporting to multiple sponsors
- Managing multiple senior stakeholder relationships, negotiating solutions to complex problems and influencing suppliers and users to ensure effective delivery of project aims

**We offer a wide range of staff benefits, these include:

- 36 days holiday (including Bank Holidays)
- Option to buy an extra 5 days annual leave
- Up to 6% contributory pension
- Flexible working policy
- Discounts from a range of online and high street retailers

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