Assistant Director - Transformation (Social Service Sector)

The Assistant Director, Transformation leads organization-wide transformation initiatives that improve service effectiveness, operational efficiency and client experience. Reporting to the Director, Strategy & Growth, the role has a strong focus on rethinking service delivery through digital means while ensuring that services remain accessible and inclusive for clients who may face barriers to digital adoption. The portfolio also includes non-digital aspects that enable digital service delivery, including service redesign, process improvement, operating model changes and new ways of working. Working closely with the Director, Strategy & Growth, leadership, service leaders and corporate service functions, the Assistant Director identifies high-value digital transformation opportunities and leads initiatives from discovery and business case development through experimentation, implementation, adoption and benefits realization. The role applies user-centered, agile and data-informed approaches to translate organizational and client needs into scalable solutions. The Assistant Director, Transformation develops the internal capabilities required to sustain new ways of working. The role champions responsible experimentation, digital confidence and continuous improvement, ensuring that transformation strengthens outcomes for clients and employees without leaving digitally less-confi dent users behind. This is a high-visibility role with frequent opportunities to engage and present to the Chief Executive Officer and leadership team. The Assistant Director must understand strategic intent, exercise sound judgement and translate broad direction into coherent priorities, practical action plans and measurable outcomes. The role offers an opportunity for a transformation practitioner to step into a wider organizational remit and make a significant contribution to Montfort Care’s service and organizational outcomes. Organization Strategy Alignment and Transformation Planning • Partner with leadership, service leaders, employees and clients to defi ne the future of social service delivery and identify the operating models, capabilities and transformation priorities required to realize it. • Define measurable outcomes and benefits for transformation initiatives, including improvements in client experience, service effectiveness, employee productivity, adoption, accessibility, efficiency and cost, and establish mechanisms to track benefits from baseline through implementation and scale-up. • Lead research, horizon scanning and analysis of client needs, sector developments, emerging technologies and new service delivery models. Translate findings into clear opportunity statements and evidence-based recommendations for leadership consideration. • Work with leadership to shape and prioritize a portfolio of digital and non-digital transformation initiatives based on strategic relevance, client and employee value, feasibility, inclusion, risk, resource requirements and expected benefits. • Facilitating annual/ multi-year strategic planning cycles. Lead secretariat function to organize annual work plan; this includes pre-retreat planning, conduct of retreats, and organizing of cascade briefs to middle managers and front liners. Transformation Project Management • Map out and track transformation project progress against strategic objectives to ensure alignment of transformation projects to broader organizational goals. • Establish governance structure for identified transformation projects based on organization priorities; e.g. project organization, project charter, timelines, resources, and accountability. • Engage stakeholders to build understanding of transformation objectives and drive ownership of transformation objectives by service pillars. • Diagnose broad or ambiguous symptoms, frame clear problem statements and identify root causes through data analysis, user research and process mapping. Conceptualize and implement fit-for-purpose responses, which may include service redesign, digital solutions, process improvement, operating model or organization structure changes, capability development, and leadership or culture interventions. • Coach and guide Transformation team and Service Pillar Heads on transformation frameworks, methodologies, change management approaches and best practices. Support leadership in resolving organization-wide structural, operational, or cultural barriers to transformation success. • Together with Service Pillar Heads, Transformation team, Communications team, drive change management strategies to enable success of transformation projects. • Track and manage transformation project progress and risks to ensure timely delivery of transformation milestones. • Design and deliver a tiered digital capability programme that can be scaled across more than 400 employees, covering foundational digital literacy, role-specific skills and advanced capabilities for digital champions. Develop playbooks, communities of practice, coaching and practical learning interventions that build a digital-first culture while supporting employees with different levels of confidence and readiness. Experimentation and scaling • Lead research, experimentation and pilots for new ways of delivering services. Define hypotheses and success measures, test solutions with employees and clients, evaluate evidence and risks, and recommend whether initiatives should be stopped, refined or scaled. Vendor Management • Build and manage partnerships with technology providers, social service agencies, public-sector bodies, research institutions and other ecosystem partners or vendors to co-develop and deliver transformation initiatives. Establish clear outcomes, governance, responsibilities and performance measures for joint projects. • Manage and track KPIs of vendors to ensure service delivered meet our contractual needs. Funding Management • Research relevant grants and funding opportunities, and develop use cases…