Delivery Lead | Zendesk, Digital Delivery, Process Redesign | Publicly Funded Advice Service Mid-Transformation
- Salary: £75,000
- Location: Hybrid, Kings Cross 1-2 days a week plus home working
- Contract length: 12-month fixed-term contract
- Other critical requirements: Right to work in the UK required, DBS check required
I’m working with a small but well-backed public service organisation that gives free, impartial advice to people navigating complex property issues. They are around 50 people overall, with a compact digital team that includes service design, research, data and content in-house, and they are in the middle of a wider digital transformation under a relatively new CEO.
It’s the sort of environment where people know each other, decisions don’t disappear into layers of committee, and you’re trusted to get on with the job without being micromanaged. For this role, you’ll report into the digital transformation lead and step into a business-critical programme that already has momentum behind it.
The immediate focus is a Zendesk implementation that is already in flight and in design phase, so you won’t be landing in chaos. A lot of the groundwork has been done, there’s a capable delivery partner in place, and the brief is clear: make sure the rollout lands properly, embeds new ways of working, and gives the organisation a much better way to handle public enquiries at scale. From there, you’ll move into broader digital delivery maternity cover, leading a wider mix of projects across the organisation.
What They're Looking For
- Digital delivery
- Zendesk implementation
- CRM transformation
- Business process mapping
- Process redesign
- Stakeholder management
- Supplier management
- Board-level communication
- Change and adoption
- Agile delivery
You’ll suit this if you’re confident enough to hold a view, practical enough to get into the detail, and flexible enough to work without loads of internal layers around you. They want someone modern in their approach, not an old-school project manager who sticks rigidly to process for the sake of it.
What You'll Work With
- Zendesk
- External delivery partner
- Cross-department workflows
- Service design
- Data and reporting
- Website-linked user journeys
- Minor systems integrations
- Governance and project reporting
This is less about wrangling a huge, messy enterprise estate and more about leading a relatively clean implementation well. The technical side matters, but the harder part is bringing people with you and helping the organisation shift how it works after doing things a certain way for a long time.
Nice to Haves
- Public sector experience
- ALB or not-for-profit experience
- BPMN
- Government procurement exposure
- AI roadmap delivery
- Chatbot delivery
- Agency background
- Multi-project environment experience
They are especially open to people who’ve worked in smaller organisations, digital agencies, or mixed environments where you’ve had to adapt quickly and own outcomes without handing everything off to separate teams.
Why Join / Projects
The Zendesk rollout is the biggest transformation programme in the business right now, with senior backing and a lot of visibility, so you’ll have real ownership from the start. It’s also a sensible implementation rather than a bloated rescue mission: one legacy setup being replaced, a few integrations, a decent partner already engaged, and a clear business case.
Beyond that, there’s more to come. The roadmap is likely to include new digital products on the website, broader delivery ownership across concurrent initiatives, and more AI-related work, including chatbot development. There’s budget to get things done, a team that values work-life balance, and a culture that seems to care a lot about being open, thoughtful and easy to work with.
The Package
- 35-hour working week
- Hybrid working, typically 1-2 days a week in Kings Cross
- 27 days annual leave plus bank holidays
- 10% non-contributory pension
- One professional subscription paid
- Training and development support
If this sounds like your kind of role, apply and let's find you your next project!
Delivery Lead | Zendesk, Digital Delivery, Process Redesign | Publicly Funded Advice Service Mid-Transformation