Job description:

DWP Transformation Head Job DescriptionJob Summary The Transformation Head role is a critical role in our organization. This is an ideal opportunity for someone who is motivated by an opportunity to participate in an organization s transformation growth of systems, infrastructure and end user support model. We are looking for an individual who has the technical skills and intellectual capability to lead through this change and has the drive and desire to grow with a business. Critical for success is the ability to oversee the tools, technology, process and people transformation, while keeping customer and user experience at it s core. Essential Duties and Responsibilities Lead the design of automation model by utilising end-point tooling data, implementing best practices, optimising business processes, creating new operating model and training end-users to bring the culture change Implement global workplace transformation solution by using a mix of analytical solution and problem management process to proactively monitor and initiate problem resolutions Implement AV (Audio/Video) Operating Model across the globae by using innovative solutions, AR/VR capability to enable smart hand and offshore/nearshore/onshore support model, leading to increase in incident resolution, improving FCR, reducing MTTR Focus on Shift Left, self help and self heal, proactive and predictive resolutions with use of tools and technology Operationalise a self-healing/self-servicing digital solution using RPA that assists employees to resolve most of the system and application issues without assistance from the IT support team Setup a council to drive adoption of automation, remotisation, and standardization Mentoring Team as per project needs on Technical tools, Operational Processes & Procedures. Identifying improvement areas & implementing measures to maximize customer satisfaction levels. Defining new process and procedure for operations. Strong Process knowledge ITIL V-3, along with experience in certification of IT & Security certifications like ISO 20 / 27 K Certifications etc. 3rd Party Vendor Management & Contract Negotiation Skills & Experience. Ensure and develop relationship with customers, stakeholders with high satisfaction level Liaison between business leaders and senior management to drive program/ projects budget at strategic levelSkills and Abilities The Transformation Head profile will be a senior profile who will need to manage IT transformations end to end. Ability to interact with CIO / Infrastructure director Understanding of ITIL framework Preferably 10+ years plus of Industry experience Atleast 8+ years of EUC experience Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system.Education / Expertise Degree in Computer Science, Engineering or Information Technology or equivalent. Minimum of 10 years of IT EUC experience Demonstrated success with unit-based application planning and development, project management and policy development. Excellent analytical, planning, project management, problem-solving, negotiation and organizational skills. Excellent knowledge of product life cycle, tools, processes and operations planning. Excellent customer service capabilities and attitude. Must be able to travel as needed, sometimes as much as 10%

• To drive defined technical initiatives and ensure agreed quality compliances are adhered to during implementation and Operations phase
• To effectively identify new projects and manage existing service improvement projects through proactive monitoring of project progress and systematic maintenance of project plans
• To facilitate demand for resources in project an