Delivery Lead, Adult Social Care, Contact Centre, Birmingham, Interim, £500-£550 per day, Hybrid Working
Delivery Lead – ASC Contact Centre Redesign / Transformation
Contract Type: Interim- 3-6 months
Location: Birmingham- mainly remote working with some on-site requirements as needed
Rate: £500-£550 per day
About the Opportunity
Our 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 steering complex service redesign projects within local government, 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
Lead end‑to‑end delivery of the ASC contact centre redesign/transformation workstream.
Develop delivery plans, manage milestones, and ensure all activities progress on time and to scope.
Coordinate cross‑functional teams including service design, data/MI, digital, and operational leads.
Identify risks, dependencies, and constraints, and establish clear mitigation plans.
Facilitate workshops, stakeholder engagement sessions, and working groups.
Provide clear, structured reporting to senior leadership and programme boards.
Ensure user-centred design principles and best practice approaches underpin all redesign activity.
Support change management activity, ensuring operational readiness for new processes, systems, and ways of working.
Experience Required
Strong background as a Delivery Lead / Project Manager within transformation or service redesign settings.
Direct experience delivering ASC contact centre transformation, customer access redesign, or similar adult social care operational improvement projects.
Comfortable working in complex, multi‑stakeholder environments (e.g., councils, NHS, integrated care partnerships).
Proven ability to manage delivery across digital, operational, and service design functions.
Excellent communication, presentation, and stakeholder management skills.
Experience working within Agile or hybrid delivery environments.
Desirable
Knowledge of adult social care legislation, pathways, and operating models.
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!
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
- Katie O'Toole
