Delivery Lead

ALOIS UK; England; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A public sector consultancy is looking for an Interim Delivery Lead to oversee customer journey redesign, website overhaul, and AI service pilots. The successful candidate will lead key initiatives focusing on inclusivity and accessibility while ensuring strong stakeholder engagement across various teams. Proven experience in public-sector programme leadership and agile methodologies is essential. This hybrid role offers a unique opportunity to drive meaningful change in digital service delivery.

Qualifications

• Experience leading multi-stream public-sector change programmes.
• Strong background in service design and digital platforms.
• Ability to win buy-in and collaborate across diverse teams.

Responsibilities

• Lead the planning and delivery across multiple interdependent workstreams.
• Champion accessibility and inclusion within service design.
• Manage AI test-and-learn cycles ensuring human oversight.

Skills

Delivery Leadership

Agile Planning

Stakeholder Management

Service Design Expertise

AI Literacy

Job description

Job Title:

Interim Delivery Lead — Customer Journeys, Website & AI

Duration:

6 Months

Location:

Hybrid (on-site in Haywards Heath + remote working)

Programme Context:

The role sits within the Customer Journey Programme and focuses on three key areas:

1. Customer Journey Redesign: Redesigning priority customer journeys to ensure they are inclusive, including those with limited digital literacy, while embedding self-service functionality.
2. Website Redesign: Completing the website overhaul on the LocalGov Drupal platform, establishing robust content standards and accessibility compliance (WCAG).
3. AI Service Pilots: Running pragmatic AI pilots aimed at improving service delivery, developing digital capacity, and ensuring strong governance and human oversight throughout the process.
4. The Digital Strategy stresses productivity, transparency, accessibility, and skills development over technology, ensuring that the right service design is the core driver of success.

Key Responsibilities:

• Delivery Orchestration: Lead the planning and delivery across multiple interdependent workstreams (Customer Journeys, Website Redesign, AI Pilots), managing scope, critical path, RAID (risks, assumptions, issues, and dependencies), sprint ceremonies, and quality gates.
• Service Design Leadership: Champion accessibility, inclusion, and measurable outcomes within service design. Ensure user research and content standards (WCAG) are integrated into all stages of delivery. Lead the design of digital customer journeys that cater to residents with limited digital access or skills.
• AI Pilots Governance: Lead AI test-and-learn cycles (discovery, alpha, beta), ensuring human oversight, ethical transparency, and compliance with data protection (DPIA) and equality impact assessments (EqIA). Develop simple transparency statements for each AI pilot.
• Stakeholder Engagement & Confidence: Establish clear communication with key stakeholders, including senior officers, frontline teams, members, suppliers, and partners. Build trust, facilitate collaboration, and ensure timely escalation of issues. Ensure that all assisted digital pathways are co-designed with services like Customer Service and Communities.
• Benefits & Reporting: Define key success metrics (e.g., customer effort, resolution times, accessibility conformance, channel shift) and report progress regularly to boards and senior management. Ensure the documentation of lessons learned and the creation of reusable resources for sustaining change post-contract.

Outcomes Expected in 6 Months:

• Customer Journey Programme: Ensure the programme is on track, with clear plans, RAID logs, and sprint cadences across workstreams. Achieve measurable reductions in failure demand and repeat contacts.
• Website Redesign: Meet website milestones for the LocalGov Drupal platform, progressing content and accessibility design according to governance standards. Establish strong collaboration with the supplier community.
• AI Pilots: Ensure the completion of discovery and alpha/beta sprints, with transparency and governance frameworks in place, including human-in-the-loop controls and clear benefits tracking for each pilot (Housing Options, Enquiries, Transparency & Performance).
• Stakeholder Confidence: Foster strong collaboration across services (Environmental Services, Customer Services, Comms, Finance, Legal, Procurement) and build a well-documented escalation and decision-making process.
• Sustainable Standards: Develop lightweight playbooks for service design, delivery governance, and benefits tracking that will be sustained by the teams after the contract ends.

Skills & Experience:

Must Have:

• Proven Delivery Leadership: Experience leading multi-stream public-sector change programmes, ideally in local government, with a strong background in service design, digital platforms (CMS/CRM/forms/integration), and supplier management.
• Modern Delivery Skills: Proficiency in agile planning, sprint leadership, risk management (RAID), and benefits realisation. Capable of making clear decisions and simplifying complex challenges.
• Stakeholder Management: Proven ability to win buy-in and collaborate effectively across diverse teams, including Services, Finance, Legal, Procurement, and external suppliers.
• Service Design Expertise: Experience with accessibility (WCAG), content design, user research, and open standards. Understanding that success in delivery depends on the quality of design and the skills deployed, rather than just the tools used.
• AI Literacy: Confidence in managing AI pilots with a focus on ethics, transparency, and human oversight, with the ability to evidence outcomes without overhyping the technology.

Nice to Have:

• Experience with LocalGov Drupal and content operations at scale.
• Familiarity with CRM/Salesforce, eForms, and system integrations in a local government context.
• Experience in Waste & Environmental Services customer journeys, such as resident portals/apps or high volume frontline services.
• Knowledge of public-sector information governance, DPIA/EqIA, and transparency & performance reporting.

Day-to-Day Scope (Indicative):

• Sprint planning and stand-ups across customer journey, website, and AI streams.
• Issue and risk triage, and unblocking dependencies across teams (e.g., Legal, Procurement, Comms).
• Content and accessibility governance for website migration and supplier coordination.
• AI pilot management (discovery → alpha → beta), ensuring human oversight and publishing transparency statements.
• Benefits tracking and reporting to Programme Board and Senior Management Team (SMT).
• Clear escalation narratives and decision logs to ensure swift action and resolution of issues.

Candidate Profile:

• Outcome-Obsessed: Focused on delivering results and building strong, internal relationships.
• Plain-English Communicator: Able to simplify complex issues into clear, actionable plans and communicate progress in an easy-to-understand manner.
• Standards-Driven: Prioritises the creation of reusable patterns and methodologies over "heroic" efforts.
• Public-Service Motivated: Understands the statutory pressures in public sector service delivery.