Head of Business Support Transformation

Salary: £70,000 - 70,000 per year

Requirements:

• Experience in business transformation, operational change, organisational change, continuous improvement, or project/programme management, ideally within a professional services environment
• Demonstrable experience of personally leading meaningful change rather than only supporting it
• Experience taking complex transformation or operational improvement projects from initial diagnosis through to implementation and embedding
• Strong project management capability
• Excellent stakeholder management and influencing skills
• Confidence working with senior stakeholders, challenging established thinking, and navigating resistance to change
• Experience of process mapping, organisational or structural review, technology-enabled change, service improvement, or capability development
• An interest in how technology, automation, and AI can improve support services
• Commercially minded, pragmatic, and comfortable with ambiguity
• Ability to diagnose issues, develop credible solutions, and see them through

Responsibilities:

• Develop and deliver a clear transformation roadmap for business support
• Review organisational and team structures, roles, responsibilities, and ways of working
• Lead multiple operational change and improvement projects from concept through to implementation
• Map existing processes and identify inefficiencies, duplication, bottlenecks, and opportunities for standardisation
• Review systems and workflows and identify opportunities to improve productivity through technology, automation, and AI
• Assess leadership and capability across the function and identify opportunities for development and upskilling
• Work with internal stakeholders to develop training, career development, and capability frameworks
• Establish meaningful KPIs, service standards, and management information to demonstrate performance and impact
• Build strong relationships with senior stakeholders and influence individuals with differing priorities and established ways of working
• Create engagement around change, communicate the rationale behind transformation, and ensure new ways of working become embedded
• Work closely with the COO and wider leadership team to ensure transformation activity supports broader strategic and commercial objectives

Technologies:

• AI
• Embedded
• Support

More:

We are working with a leading professional services organisation to appoint a newly created Head of Business Support Transformation. This is a high-profile opportunity with senior-level sponsorship and the mandate to reshape how business support is structured and delivered across the organisation. The role reports directly to the Chief Operating Officer and offers significant autonomy to lead a portfolio of change projects influencing people, processes, technology, and capability. The position can be based in Glasgow or Edinburgh, with hybrid working available, and regular visibility across both locations is required. We offer an excellent benefits package and the opportunity to join at a point where there is appetite for genuine change and the chance to shape the operating model for the future.

last updated 39 week of 2026