Services Strategy Implementation Lead

Salary: £36,000 - 60,000 per year

Requirements:

• Experience leading service improvement, transformation or implementation activity.
• Extensive experience in strategic implementation delivery within central government.
• Ability to design practical plans that improve customer experience, performance and route-to-market delivery.
• Commercial experience within strategic implementation.
• Strong cross-functional delivery, risk and dependency management experience.
• Effective stakeholder engagement, influencing and communication skills.
• Experience using evidence and user feedback to improve services and support operational adoption.
• Commercial, procurement or customer-support service experience.
• Experience of contracts, catalogues, frameworks or other route-to-market channels.
• Experience developing service standards, KPIs or user-support models.

Responsibilities:

• Plan and lead our services strategy implementation across commercial, user-support and programme workstreams.
• Coordinate our route-to-market activity at contract, catalogue and service level.
• Develop user-focused service designs, standards, measures and continuous-improvement plans.
• Manage risks, dependencies, benefits and stakeholder expectations.
• Lead transition, readiness, guidance and user-support activity through to operational adoption.
• Produce an integrated implementation plan covering contracts, catalogues and service channels.
• Improve service performance and user experience, informed by evidence and feedback.
• Actively manage and report delivery risks, dependencies and benefits.
• Establish clear service ownership, readiness and handover arrangements for business-as-usual operation.

Technologies:

• Support
• Security

More:

We are working on behalf of the Ministry of Defence (MOD), a central government department with a mission to protect our country and provide the ultimate guarantee of its security and independence, while helping to protect its values and interests abroad. This is a Service Strategy Implementation Lead contract role running until the end of March 2027, offered inside IR35 and worked on a hybrid basis with 2 days a week in our Bristol office. The role can only be worked within the UK, and active SC clearance is an essential requirement.

last updated 37 week of 2026