Digital and Innovation Manager (ESP26.047)

Foreign, Commonwealth & Development Office; Málaga; Presencial; EUR 65.000; Jornada completa

Descripción de la vacante

A governmental department in Málaga seeks a Digital Transformation Lead to drive technology adoption for the Global Consular Service Centre. This role involves modernising digital infrastructure, leading innovative projects, and integrating data analytics for improved service delivery. Key responsibilities include overseeing digital roadmap initiatives, championing a culture of innovation, and supporting operational resilience through advanced technology. Strong leadership in project management and communication skills are essential. This is a full-time, permanent position offering a competitive salary.

Servicios

Professional learning and development opportunities

Salary in the Spanish Social Security Scheme

Formación

• Proven experience leading digital transformation initiatives.
• Minimum 2 years of managing technology projects.
• Experience in service centre operations with tech-enabled processes.

Responsabilidades

• Drive technology adoption and innovation in GCSC.
• Lead initiatives to modernise GCSC's digital infrastructure.
• Evaluate impact of tech pilots on service quality.

Conocimientos

Full professional proficiency in English

Project management skills

Interpersonal skills

Data analysis skills

Ability to communicate complex technical concepts

Educación

Degree in a relevant field

Herramientas

Data dashboards

AI tools

Automation software

Descripción del empleo

The British Government is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow. The FCDO operates an agile workforce and to facilitate this, you may be required to undertake other duties from time to time, as we may reasonably require. Job Category Foreign, Commonwealth and Development Office (Consular Roles) Job Subcategory Consular Job Description (Roles and Responsibilities)

Who are we?

Main purpose of job

You will drive technology adoption and innovation to enhance the Global Consular Service Centre’s (GCSC) efficiency and customer experience, ensuring alignment with FCDO’s strategic objectives and digital transformation agenda. You will work within the GCSC leadership team and collaborate closely with operational managers, IT specialists, and policy colleagues to identify, implement, and optimise digital solutions that improve service delivery and resilience.

This role will involve:

• Leading initiatives that modernise GCSC’s digital infrastructure and workflows, including Orbit (consular casework management system);
• Scoping and delivering innovative projects that leverage technology to streamline processes and improve customer outcomes;
• Acting as a key liaison between GCSC and FCDO’s Digital and Technology teams to ensure alignment with organisational priorities and standards;
• Championing a culture of innovation and continuous improvement, encouraging staff to adopt new tools and ways of working;
• Having a general responsibility for the supervision and oversight of the GCSC;
• The job holder will contribute to major programmes such as GCSC's digital roadmap, automation pilots, and data-driven service enhancements. They will also support strategic projects that underpin FCDO’s 2030 vision for a modern, agile, and customer-focused consular service.

Roles and responsibilities:

1. Digital Strategy and Roadmap Delivery (30%):

• Oversee GCSC's digital roadmap, including AI tools, Orbit enhancements, and automation projects;
• Drive implementation of new technologies that improve efficiency and customer experience;
• Ensure digital initiatives align with FCDO standards and security protocol.

2. Innovation and Tech Pilots (25%):

• Lead pilots for emerging tech solutions (e.g., AI-driven chat, workflow automation) and evaluate impact on service quality and productivity;
• Collaborate with FCDO Digital & Data teams to integrate GCSC innovation into wider departmental frameworks;
• Identify opportunities for digital innovation through horizon scanning and stakeholder engagement.

3. Data Analytics and Insight Generation (20%):

• Analyse operational and customer data to identify trends, predict demand, and inform strategic decisions;
• Develop dashboards and reporting tools to provide actionable insights for managers and leadership;
• Promote data literacy and confidence across GCSC staff to enable evidence-based decision-making.

4. Operational Oversight with Digital Focus (15%):

• Provide oversight and guidance to support the smooth and efficient running of the GCSC operation, ensuring tech-enabled processes are embedded;
• Monitor performance metrics and digital adoption rates, addressing barriers to implementation;
• Facilitate feedback loops with staff and stakeholders to refine digital workflows and service delivery.

5. Capability Building and Digital Culture (10%):

• Champion training and development aligned with FCDO 2030’s Professional Capability pillar, with a focus on digital skills;
• Design and deliver sessions to build confidence in using new tools and technologies;
• Foster a culture of innovation and continuous learning across GCSC.

Main Deliverables:

• Successful delivery of GCSC's digital roadmap and tech pilots;
• Increased automation and AI integration to improve efficiency and customer experience;
• Embedded data-driven decision-making and digital confidence across GCSC;
• Enhanced operational resilience through innovative solutions.

Don't miss out on this fantastic opportunity!

Essential qualifications, skills and experience

Our Ideal Candidate shows:

• Full professional proficiency in English (written and spoken, minimum of C1 level for CEFR framework*);
• Proven experience leading digital transformation initiatives in a service delivery environment (e.g., automation, AI tools, workflow enhancements);
• At least 2 years Strong project management skills, including scoping, planning, and delivering innovative technology projects;
• Experience in supervising or overseeing service centre operations, ensuring tech-enabled processes are embedded;
• Proficiency in analysing operational and customer data to inform strategic decisions;
• Experience developing dashboards and reporting tools for actionable insights;
• Excellent interpersonal skills, with a track record of collaborating across operational, IT, and policy teams;
• Demonstrated ability to champion a culture of innovation and continuous learning;
• Experience designing and delivering training sessions to build digital confidence and skills;
• Strong written and verbal communication skills, including the ability to deliver briefings, presentations, and reports to senior management;
• Ability to communicate complex technical concepts to non-technical audiences.

Desirable qualifications, skills and experience

Nice to have:

• Experience supporting or leading digital aspects of crisis management or operational resilience;
• Previous experience working within consular services or a similar public-facing environment (CCC, ETD Centre, CSPT, PFS);
• Experience managing teams or projects across multiple locations, including virtual or remote working environments;
• Formal training/certification in Agile project management;
• Experience contributing to policy development or representing an organisation in external forums or stakeholder meetings;
• Familiarity with FCDO digital platforms (e.g., Orbit) and emerging technologies relevant to consular services.

Required behaviours

Changing and Improving, Communicating and Influencing, Delivering at Pace, Managing a Quality Service

Application deadline 15 February 2026 Grade Higher Executive Officer (HEO) Type of Position Full-time, Permanent Working hours per week 37.5 Region Europe, Eastern Europe & Central Asia Country/Territory Spain Location (City) Malaga Type of Post British Consulate Number of vacancies 1 Salary Currency EUR Salary 64,497.61 (Gross) Type of Salary yearly Start Date 6 April 2026

Other benefits and conditions of employment

Please be advised that Consular positions at the FCDO entail dealing with crisis and casework in situations that may involve death, detention, rape, assault, post-mortems, prison visits and highly distressed customers. Candidates should therefore have a high level of resilience to trauma.

This is a full-time, permanent contract at HEO grade level, based in Malaga.

The successful candidate is subject to a confirmation of a background check, security clearance and the successful completion of a probationary period.

The successful candidate will be enrolled in the Spanish Social Security Scheme and will therefore not be entitled to any gratuity from the Embassy based on gross annual salary.

The Embassy is a Diplomatic Mission with tax exempt status and does not collect taxes for other States. Employees are fully responsible for payment of income tax at the legally required rate. Staff recruited locally by the British Embassy in Spain are subject to terms and conditions of service according to local Spanish employment law.

Visa/work permit requirements: Candidates must currently hold the independent right to live and work in Spain and be prepared to ensure that right remains throughout the scope of the contract.

Working patterns: Normal working hours are 37.5 per week. Availability to work unsociable hours, including night times, weekends, and public holidays. After completion of training, there will be a requirement to work from home for some unsociable hours shifts. The majority of shifts will be daytime and therefore this is primarily an office-based role.

Learning & Development: We offer time and financial support for the successful candidate to take advantage of professional learning and development opportunities inside and outside of the organisation. All new hires undertake a workplace induction and there are a number of mandatory e‑learning courses that must be completed in order to pass probation.

Foster leadership development among subordinate managers to build a resilient and high-performing GCSC management team.