Transformation Lead

About the Job
The Transformation Lead will be responsible for driving a comprehensive transformation program aimed at optimizing the operation of digital services. This role involves analyzing the current operational setup and implementing strategic improvements across processes, tools, and personnel to enhance service delivery, efficiency, and scalability. Strong leadership skills and a deep understanding of digital services, combined with the ability to collaborate across departments, are essential for delivering measurable improvements.

Key Responsibilities

• Lead the design, development, and implementation of a digital services transformation program, focusing on optimizing operational efficiency, scalability, and service quality.
• Develop a clear transformation roadmap that aligns with organizational objectives, setting short-term and long-term goals for continuous improvement.
• Oversee program governance, ensuring milestones are met, risks are managed, and stakeholders are informed of progress.
• Analyze existing operational processes to identify inefficiencies, bottlenecks, and areas for improvement in service delivery.
• Redesign and streamline processes to enhance service reliability, reduce operational costs, and improve turnaround times for digital service delivery.
• Implement best practices for service management, employing ITIL, Lean, and Agile methodologies.
• Evaluate current tools and technologies in digital services operations, identifying gaps and opportunities for enhancement.
• Work closely with IT and operations teams to implement advanced monitoring, automation, and workflow tools.
• Collaborate with vendors and technology partners to optimize tools and platforms in alignment with transformation goals.
• Lead cultural and organizational change, ensuring employee engagement and readiness for new processes and tools.
• Assess current skill sets of operational teams, identifying training, upskilling, or recruitment needs to support the transformation program.
• Foster a culture of continuous improvement by promoting innovation, collaboration, and accountability.
• Act as the main contact for transformation initiatives, ensuring open communication and transparency with senior management.
• Lead transformation steering committees and cross-functional workshops to gather input, share progress, and address challenges.
• Develop and implement KPIs and performance metrics to monitor the effectiveness of the transformation program.
• Provide regular updates to senior leadership on program status, achievements, concerns, and next steps.
• Implement feedback loops to ensure lessons learned are integrated into future projects.
• Drive change management strategy, preparing and supporting the workforce through transitions.
• Facilitate knowledge transfer through training and workshops on new processes and tools.
• Ensure that changes comply with internal governance frameworks, regulatory requirements, and industry standards.
• Encourage innovation by exploring emerging technologies and methodologies to optimize operations.
• Stay updated on industry trends and transformation best practices to inform operational improvements.
• Conduct daily, weekly, and monthly reporting.

Qualifications

• Bachelor’s degree in computer science, IT, or related field; Master’s degree or relevant technology certifications are a plus.
• Certifications in transformation, project management, or operational excellence (e.g., PMP, Lean Six Sigma) are highly desirable.
• Good experience with ITIL standards and Service Management processes.
• Strong analytical skills with a focus on data-driven decision-making.
• Excellent collaboration, communication, and stakeholder management abilities.
• Ability to work in a high-pressure environment with a focus on delivering measurable results.

Experience

• 8+ years of experience in operation and digital service management, with at least 2 years in a transformation leadership role.