Head of Digital Assurance

Head of Digital Assurance required to join a Government Department on a permanent basis with a salary of GBP61,000– GBP70,000 available.

Purpose of Role

Responsible for the operational delivery of current and future digital and telephony channels to the organisations retail customers through their outsourced service provider and the oversight and assurance of those arrangements.

To work with key stakeholders within the organisation, across government and the broader marketplace to determine trends and future requirements for digital and telephony delivery and drive continuous process improvement initiatives.

To help define a strategic future–state digital and telephony operational specification and service requirements for the retender of our out–sourced contract to a multi–source model and drive a successful transition of these channels to the new operating model. This will include the relationship with both existing and new partners, ensuring operational performance is maintained throughout the transition states.

Essential qualifications and experience

*Substantial experience at a senior level within a fast–changing Digital and Telephony Channel operational delivery environment with an excellent understanding of how the service delivery relates to retail customer requirements and experience.
*Strategic leadership and high–level relationship management capability.
*Experience of successful delivery of large–scale customer facing Digital and Telephony Channel operational services.
*Experience of working cross business on a variety of topics and issues relating to Digital and Telephony Channel operational delivery.

Essential technical knowledge and skills

*Track record of achieving targets, motivating teams, building cross business relationships, understanding operational delivery and customer behaviour that impacts the operational model and delivery capability, delivering added value and meeting PIs
*Substantial people management experience of bringing people together, motivating and delivering results through line managing site–based staff and indirectly strong relationship building and development skills
*ability to influence negotiate, provide feedback and to challenge existing ways of working, gain commitment and operational acceptance to implement change within the business.
*Demonstrable self–management practices and planning skills to maintain control of progress and achievement.
*Ability to see the bigger picture to understand the operational model in the organisation business context. Use information and sound judgement to assess risk, viability and impact of actions in providing creative and sustainable solutions.
*Ability to represent in writing and verbally the business at senior level internally and with external stakeholders on digital operational issues, capacity and capability.

Desirable qualifications, experience and technical knowledge and skills

*Experience of broader operational service delivery such as back–office administration and servicing.
*Experience of managing service delivery through out–sourced third–party suppliers or third party partners would be a major advantage.

Badenoch + Clark acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Badenoch + Clark UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Badenoch + Clark. Our Candidate Privacy Information Statement explains how we will use your information – please copy and paste the following link in to your browser: https://(url removed)/en–gb/candidate–privacy