Job Title: Head of Digital Service Strategy and Excellence

Job Description:

Employment: Full-Time

We are seeking a dynamic and results-driven leader to head our Digital Service Strategy and Excellence efforts, ensuring top-tier digital experiences for our users. In this role, you will drive continuous improvement initiatives, leverage data for informed decision-making, and cultivate a culture of digital excellence within the organization.

As the Head of Digital Service Strategy and Excellence, you will be responsible for crafting and executing a comprehensive digital service strategy aligned with the organization’s overarching goals. You will manage a team of skilled professionals and lead digital transformation efforts that elevate user satisfaction and optimize service delivery processes.

Key Responsibilities:

• Develop and execute a forward-thinking digital service excellence strategy that aligns with the organization’s vision and objectives.

• Lead and mentor a team of digital service professionals, fostering a collaborative and high-performing culture.

• Oversee the implementation and refinement of IT Service Management (ITSM) frameworks to ensure effective and efficient service delivery.

• Drive initiatives to enhance customer experience (CX) by analyzing data and feedback to continuously improve user satisfaction.

• Leverage data analytics to identify trends, measure performance, and inform strategic decisions around digital service delivery.

• Champion process optimization efforts to streamline workflows and improve the overall efficiency of digital service channels.

• Collaborate closely with cross-functional teams and stakeholders to ensure an integrated and cohesive approach to digital service delivery.

What We Offer:

• An exciting opportunity to shape the future of digital service delivery within a prestigious government entity.

• Competitive salary package and benefits.

Required Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, or a related field.

• Minimum of 10 years of progressive experience in digital service management, digital transformation, or related disciplines.

• Proven expertise in developing and implementing digital transformation strategies.

• In-depth knowledge of IT Service Management (ITSM) principles and best practices.

• Strong track record of enhancing customer experience (CX) in a digital context.

• Expertise in data analytics and the ability to translate insights into actionable strategies.