Delivery Lead – ASC Contact Centre Redesign / TransformationContract Type: Interim- 3-6 months
Location: Birmingham- mainly remote working with some on-site requirements as needed
Rate: £500-£550 per day
About the OpportunityOur client is embarking on a significant Adult Social Care (ASC) Contact Centre redesign and transformation programme. They are seeking experienced Delivery Leads who have a proven track record of steeringplex service redesign projects within localernment, health, or social care environments.This is a high‑impact role that will shape how residents access and experience ASC services, and will involve working closely with operational leaders, transformation teams, technology partners, and frontline services.
Key Responsibilities
1. Lead end‑to‑end delivery of the ASC contact centre redesign/transformation workstream.
2. Develop delivery plans, manage milestones, and ensure all activities progress on time and to scope.
3. Coordinate cross‑functional teams including service design, data/MI, digital, and operational leads.
4. Identify risks, dependencies, and constraints, and establish clear mitigation plans.
5. Facilitate workshops, stakeholder engagement sessions, and working groups.
6. Provide clear, structured reporting to senior leadership and programme boards.
7. Ensure user-centred design principles and best practice approaches underpin all redesign activity.
8. Support change management activity, ensuring operational readiness for new processes, systems, and ways of working.
Experience Required
9. Strong background as a Delivery Lead / Project Manager within transformation or service redesign settings.
10. Direct experience delivering ASC contact centre transformation, customer access redesign, or similar adult social care operational improvement projects.
11. Proven ability to manage delivery across digital, operational, and service design functions.
12. Excellentmunication, presentation, and stakeholder management skills.
13. Experience working within Agile or hybrid delivery environments.
Desirable
14. Knowledge of adult social care legislation, pathways, and operating models.
15. Experience with demand analysis, triage models, strength‑based approaches, or front‑door reforms.
If you have the experience to lead transformational change within ASC contact centres and can hit the ground running, please apply now!