Open Age
Head of Service Transformation and Digital
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Head of Service Transformation and Digital
Location: London – hybrid working, with at least three days per week at an Open Age centre (W10, SW3, SW1V)
Salary: £50,000–£55,000 per annum, depending on experience
Contract: Permanent, full-time; applications for 0.8 FTE considered
Lead meaningful change for older people
Open Age is seeking an experienced transformation leader to improve our services, strengthen our digital capabilities and increase our impact for older people across London.
This is primarily a service transformation and change leadership role, supported by strong digital knowledge. You will help colleagues embrace new ways of working and ensure our services, systems and data support our five-year growth strategy.
We need someone who combines strategic thinking with practical delivery: a collaborative people person who can build support for change and turn ambitious plans into measurable results.
What Open Age offers
- 26 days’ annual leave, plus bank holidays (plus 3 days over Christmas at management discretion)
- Hybrid working, with at least three days per week at an Open Age centre
- Pension contributions, including a 3% employer contribution
- Training and development opportunities
- Employee Assistance Programme and death in service benefits
- Cycle to Work Scheme
- An inclusive and welcoming working environment
The role
Reporting to the Chief Executive Officer, this pivotal role will work closely with the Senior Head of Service Delivery and wider Senior Management Team.
You will lead transformation and digital projects, including the continued development of our website, CRM and impact-reporting systems. You will also help shape strategic partnerships to increase Open Age’s social impact.
Your responsibilities will include:
- Developing and delivering Open Age’s transformation and digital strategy
- Reviewing and redesigning service delivery around the needs of older people
- Introducing new approaches that improve reach, quality, efficiency and impact
- Leading the implementation and improvement of our website, CRM, reporting systems and digital tools in partnership with our digital agency
- Helping colleagues adopt new systems and ways of working
- Using data, insight and feedback to improve services and demonstrate impact
- Developing business cases and managing projects, budgets, risks, milestones and outcomes
- Supporting the development of strategic partnerships to increase social impact
- Identifying funding opportunities for service and digital initiatives
- Monitoring emerging technology, service innovation and sector best practice
- Overseeing outsourced IT support, cyber-security controls and information governance
- Line managing the Digital Systems Officer
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About you
You will have substantial experience of leading service or organisational transformation and a record of delivering measurable improvements.
You will understand that successful transformation is as much about people as processes and technology. You will be comfortable working across teams, listening to different perspectives and building confidence in change.
You will need:
- At least five years’ experience leading organisational change, service transformation or digital improvement programmes
- Evidence of taking complex change projects from planning through to implementation
- Practical experience of implementing or developing CRM, case-management, data or reporting systems to improve user experience, reach or impact
- Experience improving services through user-centred design, process improvement or change-management approaches
- Strong project and programme management skills
- Excellent communication, collaboration and influencing abilities
- Strong analytical and problem-solving skills
- Good understanding of GDPR, information governance and cyber-security risks
- The resourcefulness to deliver change within a purpose-led organisation with limited resources
- The ability to work from an Open Age centre at least three days per week
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Experience in the charity, community, public, health, housing or social-care sectors would be beneficial but is not essential.
A relevant project management, digital transformation, service design or change-management qualification would be advantageous. Knowledge of digital fundraising and supporter journeys, or experience overseeing IT and cyber security, would also be beneficial.
This is a broad service-transformation leadership role rather than a standalone IT or digital marketing position. You must be able to demonstrate responsibility for organisational change, service improvement and successful implementation.
Please note that Open Age is unable to offer visa sponsorship for this role. Applicants must already have the right to work in the UK for the duration of their employment.
The successful applicant will be required to undergo an enhanced DBS check.
Closing date: 5pm, Sunday 4th October (we reserve the right to close this application early if we have received suitable applications).
Other organisations may call this role Head of Transformation, Head of Service Improvement, Head of Digital Transformation, Service Transformation Lead, Digital Transformation Lead, Head of Service Innovation, or Change and Transformation Manager.
Webrecruit and Open Age are equal opportunities employers. We value diversity and are committed to providing equal employment opportunities for all employees and applicants. We believe that the more inclusive our working environments are, the better our work will be.
If you are an experienced transformation leader looking to improve services for older people, we would love to hear from you.
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This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.
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