Digital Transformation Manager

We are seeking an experienced Digital Transformation Project Manager to lead the end-to-end delivery of this programme, including:

• Requirements discovery and process mapping
• Implementation of a SaaS CRM platform
• Design and rollout of a complementary operational system
• Identification and adoption of AI-enabled improvements
• Ongoing leadership of future digital transformation initiatives

This role will work across business teams, leadership, and technology partners to ensure solutions align with operational needs and deliver measurable outcomes.

Key Responsibilities1. Discovery & Requirements Capture

• Lead stakeholder engagement to understand business workflows, service delivery processes, and operational requirements
• Facilitate interviews and workshops across multiple departments and teams
• Document current-state ("as-is") processes and identify improvement opportunities
• Produce high-quality requirements documentation, including user stories, functional specifications, and acceptance criteria

2. SaaS CRM & Systems Implementation

• Lead the selection, configuration, and deployment of a SaaS CRM platform (e.g., Salesforce, Microsoft Dynamics 365, HubSpot)
• Ensure the CRM supports engagement management, communications, reporting, and operational workflows
• Oversee implementation partners and vendors to ensure delivery against scope, timeline, and budget

3. Complementary System Design & Integration

• Define requirements and solution design for an additional complementary system to support end-to-end operations, such as:
• Case/workflow management
• Service delivery tracking
• Compliance and document management
• Scheduling or operational support tools
• Ensure seamless integration between CRM and complementary platforms
• Support data governance, interoperability, and platform scalability

4. AI & Digital Innovation Enablement

• Identify practical AI opportunities to improve operational efficiency and outcomes, such as:
• Automated triage and routing
• Predictive insights and risk analysis
• AI-assisted reporting and documentation
• Performance dashboards and decision support tools
• Develop an AI adoption roadmap aligned with ethical, operational, and compliance requirements

5. Project & Programme Leadership

• Own project governance, planning, risk management, and delivery reporting
• Manage timelines, budgets, resources, and stakeholder expectations
• Lead change management activities to ensure adoption across teams
• Coordinate training, user acceptance testing (UAT), and rollout planning
• Establish benefits tracking and continuous improvement post-implementation

6. Future Digital Transformation Projects

• Act as the organisation's lead for ongoing digital transformation initiatives beyond CRM
• Build and maintain a long-term digital delivery roadmap in partnership with senior leadership
• Support procurement, funding, and strategic technology decisions

Do you have experience in Requirements gathering?, * Proven experience delivering SaaS digital transformation projects (CRM and business systems)

• Strong background in requirements gathering, process mapping, and stakeholder engagement
• Experience managing third-party vendors and implementation partners
• Knowledge of GDPR, data security, and compliance requirements
• Strong project delivery capability (Agile, PRINCE2, PMP or equivalent)
• Excellent communication skills with both technical and non-technical teams

Desirable

• Experience in regulated or service-driven environments (public sector, housing, charity, healthcare, etc.)
• Familiarity with workflow/case management systems and outcome-based reporting
• Exposure to AI-enabled transformation or analytics platforms
• Understanding of system integration, data migration, and cloud technologies

Key Competencies

• Strategic thinker with hands-on delivery focus
• Strong facilitation and leadership presence
• Able to balance operational realities with technology innovation
• Comfortable working in complex, multi-stakeholder environments
• Passion for delivering meaningful change through digital solutions