• Lead end‑to‑end delivery of the ASC contact centre redesign/transformation workstream.
• Develop delivery plans, manage milestones, and ensure all activities progress on time and to scope.
• Coordinate cross‑functional teams including service design, data/MI, digital, and operational leads.
• Identify risks, dependencies, and constraints, and establish clear mitigation plans.
• Facilitate workshops, stakeholder engagement sessions, and working groups.
• Provide clear, structured reporting to senior leadership and programme boards.
• Ensure user-centred design principles and best practice approaches underpin all redesign activity.
• Support change management activity, ensuring operational readiness for new processes, systems, and ways of working.

• Strong background as a Delivery Lead / Project Manager within transformation or service redesign settings.
• Direct experience delivering ASC contact centre transformation, customer access redesign, or similar adult social care operational improvement projects.
• Comfortable working in complex, multi‑stakeholder environments (e.g., councils, NHS, integrated care partnerships).
• Proven ability to manage delivery across digital, operational, and service design functions.
• Excellent communication, presentation, and stakeholder management skills.
• Experience working within Agile or hybrid delivery environments.

• Knowledge of adult social care legislation, pathways, and operating models.
• Experience with demand analysis, triage models, strength‑based approaches, or front‑door reforms.

What you need to do now

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