This exciting new role involves shaping a strategic roadmap by co-creating with service owners and connecting with key internal and external stakeholders to shape the future of our business. You'll need to understand how we work now and how we want to work in the future, while maintaining a holistic view of the strategic direction and desired outcomes. You'll need to be resilient and comfortable with change. And have an outcome focused mindset with an ability to stay energised to bring our operational teams positively through phases of change to entirely new ways of working., This role is responsible for guiding the service area through transformation programme. This includes modernising service delivery, replacing ERP systems, onboarding new clients, and developing new service lines. The role acts as a bridge between service delivery teams and transformation initiatives, balancing daily service delivery needs with strategic transformation goals. Duties will include, but not limited to:

• Collaborating with service owner and key stakeholders to develop a strategic roadmap, aligning transformation goals with broader business objectives.
• Contribute to defining milestones, deliverables, and KPIs to measure transformation progress, and providing regular updates to senior leadership.
• Work closely with the Neo Programme to enhance the efficiency, scalability, and quality of service delivery.
• Acting as the primary liaison between service delivery teams and transformation teams, ensuring clear communication, continuity of service delivery and knowledge-sharing.
• Overseeing the development and implementation of service delivery solutions that support transformation milestones and cost-saving initiatives.
• Ensuring operational readiness for new ERPs and technologies and using data insights to guide transformation decisions.
• Facilitate the onboarding of new clients on to the service, alongside subject matter experts, project managers and the service owner.
• Work with Process Improvement Specialists and Service Designers to ensure that new and existing service lines are scalable, efficient, and aligned with customer needs.
• Act as an ambassador for organisational values within Operations, promoting an inclusive and customer-focused culture.
• Promote a continuous improvement approach, ensuring that quality standards are met through robust reviews and constructive feedback., We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition, we have a duty to make reasonable changes to our processes.
  
  A proven track record of operational service delivery in Customer Services, programme management, and transformation.
• Competent in budget management, forecasting, and resource allocation to support work packages.
• Knowledgeable of change management principles, including employee engagement strategies, change readiness assessments, and methods for addressing resistance.
• Strong stakeholder management capability, guiding cross-functional collaboration, and clearly communicating outcomes and goals.
• Proven ability to lead through empowerment, supporting resilience and adaptability.
• Proficiency in digital tools and data analysis, using insights to drive strategic improvements in services.
• Excellent people management experience, including coaching and mentoring
• Can demonstrate creativity and flexibility in managing change and solving complex challenges.
• Strong understanding of a customer centric approach to enhance the client experience.
• A track record of supporting change initiatives and driving successful outcomes
• Excellent relationship management and stakeholder engagement skills
• In-depth working knowledge of industry standards and best practices
• First class written and oral communication skills
• A mature sense of accountability for outcomes, UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore applicants must have eligibility to live and work in the UK at application stage., In return for your skills and experience, we offer flexible and hybrid working arrangements. Eligibility and the degree of home working will vary depending on the requirements of the role, further details will be discussed if an offer is made.
  
  Band F: £51,501 - £64,967
UKSBS is a public sector shared service centre providing high quality HR, Payroll, Finance, Procurement and IT services and expertise to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British people and the UK economy. Our people are the heart of our success. We are always looking for talented individuals to join our team and play a part in that success that's why we invest and grow our workforce. In return for your talent and contributions, we offer flexible and family friendly working arrangements, a generous benefits package, an inclusive working environment that values your contribution, and opportunities to develop your skills and career with us. Our aspiration is to become the leading UK public sector business service provider within five years, exploiting the potential of both Cloud-ERP and AI, and an empowered, innovative, and agile work-culture. We will ultimately partner as the trusted advisor to our clients for the advancement of the UK's economy and society. Working in the NEO Transformation Programme calls for thoughtful personal initiative and accountability. Open and emotionally intelligent collaboration with our delivery partners, continuous improvement, and the humility to serve and learn as we aspire to model the change we seek to bring about. We provide operational services (HR, Payroll, Finance, Procurement and Customer Support Services) on behalf of our clients to their circa 27,000 users., · A generous annual leave allowance · Flexible working and family friendly policies · Excellent defined benefit pension scheme · Cycle to work scheme · Season ticket loans · Employment Assistance Programme