Business Transformation Manager

Job description

Job responsibilities

The purpose of this role is to lead and enhance customer account management across N3i, ensuring high levels of engagement, satisfaction, and service excellence. The postholder will drive change across N3i service lines, including IT Operations (Service Desk, Engineering, and Logistics), Infrastructure, Digital Optimisation and Training, RA (Smartcards), Information Governance, and Project Delivery. They will work within the N3i Business team and act as a strategic interface between the business and its customers, fostering strong relationships, understanding evolving needs, and translating these into actionable service improvements.

This role will be pivotal in:

• Working closely with Heads of Service across IT Operations, Infrastructure Services, Digital Delivery, Information Governance to drive change and enhance service delivery.

• Managing customer accounts with a proactive and responsive approach, ensuring that expectations are met and exceeded.
• Working closely with the Business team in identifying new business opportunities / customers.
• Driving engagement initiatives that promote transparency, collaboration, and trust between the organisation and its service users.
• Identifying and implementing service improvements through structured feedback, performance monitoring, and continuous improvement programmes aligned with ITIL and ISO standards
• Collaborating with internal teams to ensure that service delivery is consistent, efficient, and aligned with contractual obligations and customer expectations
• Acting as a technical representative between the customer and internal technical teams, ensuring clear communication of requirements, issues, and solutions to support effective service delivery.
• Championing customer-centric culture, ensuring that all communications, processes, and service models reflect the organisations commitment to quality and responsiveness.

The role requires a dynamic individual with excellent communication skills, strategic thinking, and a passion for delivering value through meaningful customer relationships and service innovation.

DUTIES AND RESPONSIBILITIES

Communication

• Act as the primary liaison between customers and internal teams, ensuring clear, timely, and professional communication.
• Translate technical information into accessible language for non-technical stakeholders.
• To lead the development and implementation of a Customer Strategy (and supporting Communication plan), in conjunction with the Chief Operating Officer
• Represent the N3i in meetings, service reviews, and engagement forums with customers and partners.
• Escalate and resolve service issues while maintaining a positive customer experience.

Analytical Tasks

• Analyse customer feedback, service performance data, and trends to identify areas for improvement.
• Analyse business and activity data to identify opportunities for enhancing customer service and optimising resource utilisation.
• Monitor and evaluate contractual KPIs, ensuring performance targets are met and reported accurately to support compliance and continuous improvement.
• Produce regular reports on account health, service metrics, and engagement outcomes.
• Undertake detailed analysis of performance data, including resource capacity, project delivery and overall service performance, make recommendation for areas of improvement and lead the delivery
• Use data to support decision-making and prioritisation of service enhancements.

Planning and Organisational Skills

• Support Directors in strategic planning activities, contributing insights and operational input to help shape business direction and respond to evolving organisational needs.
• Coordinate account management activities, ensuring timely follow-up and delivery of agreed actions.
• Plan and lead service improvement initiatives, aligning with organisational goals and customer needs.
• Maintain accurate records of customer interactions, service issues, and improvement plans.
• To plan, organise and prioritise own workload as appropriate.
• To support line manager in ensuring adequate level of staff cover within own work area.
• Work flexibly to meet the needs of the service.

Physical Skills

• Keyboard skills and experience of using a range of software are required with a high level of accuracy for maintaining/ coordinating key administrative functions
• Occasionally attend customer sites or events, requiring travel and in-person engagement.

Policy and Service Development Implementation

• Adhere to organisational policies in own work area.
• Contribute to the development and review of policies related to customer service, engagement, and account management.
• Ensure service delivery aligns with internal standards, contractual obligations, and regulatory requirements.
• Support the implementation of change management processes to embed service improvements

Responsibilities for Financial and Physical Resources

• Monitor budgets related to customer accounts or service improvement projects.
• Ensure efficient use of resources, including IT systems and physical assets, in line with organisational policies

Responsibilities for Human Resources

• Provide support and cover for other team members as and when required
• Support the onboarding and mentoring of new team members involved in customer engagement.
• Contribute to staff development by sharing knowledge and best practices in account management.
• Participate in performance reviews and identify training needs within the team

Responsibilities for Information Resources

• The post holder will be required to record accurately any other information as required for example completing & distributing action points from meetings.
• Maintain accurate and secure records of customer interactions, service agreements, and improvement plans.
• Use and update ITSM/CRM and service management systems to ensure data integrity and accessibility

Responsibilities for Research and Development

• Stay informed about industry trends, customer service innovations, and digital engagement tools.
• Pilot and evaluate new approaches to customer engagement and service delivery.
• Contribute to organisational learning by documenting lessons learned and sharing insights from customer interactions

Freedom to Act

• The post holder will manage and organise their own workload, use their own initiative and work within the organisations policies and procedures.
• The post holder will work without supervision.
• Able to work on own initiative, organising and prioritising own and other workloads to changing and often tight deadlines.
• Overall work is managed rather than supervised.

This job description is not meant to be exhaustive.It describes the main duties and responsibilities of the post. It may be subject to change in the light of developing organisational and service needs and wherever possible change will follow consultation with the post holder.

Person Specification

Qualifications

Essential

• Educated to Masters level or equivalent experience.
• Evidence of continuing professional development
• Evidence of continued profession development

Communication

Essential

• The post holder must be polite, courteous and have an excellent phone manner, showing excellent customer service skills. They will have the ability to maintain a professional, approachable, helpful, and friendly attitude at all times.
• Principles, methods, techniques, and tools for effective communication strategies
• Possess the ability to develop and maintain relationships with staff in other parts of the organisation and other associated organisations.
• Skills for nurturing key relationships and maintaining networks.
• Ability to forge and maintain good working relationships with external suppliers and internal service areas

Knowledge

Essential

• In-depth knowledge of planning, commissioning and performance management processes and cycles
• A good understanding of the partnership agenda between and across the ICS/ICB
• Experience of developing and implementing Service Level Agreements
• Proven track record of success in Business Account Management or related role

Desirable

• Good understanding of the NHS, including the political, strategic and operational environment in which it operates and the modernisation agenda.
• 2 years exposure to large corporate computing environments
• 2 years experience in managing and supporting IT services

Personal Attributes

Essential

• Ability to work under own initiative and prioritise own workload
• Commitment to continuing professional development
• Effective communication and interpersonal skills
• Effective organisational skills
• Effective customer service skills
• Excellent time management skills with the ability to re-prioritise

Personal Circumstances

Essential

• The need to be available during unsocial hours to contribute to the resolution of critical incidents and un-planned service interruptions
• Participate in the out of hours on call services
• Full driving license with daily access to a vehicle suitable for carrying equipment which is insured for use in conjunction with the policy holders business
• Requirement to work from the office as and when required
• Willing to travel extensively to and to be present where necessary throughout geographic areas of responsibility

Qualifications

Essential

• Educated to Masters level or equivalent experience.
• Evidence of continuing professional development
• Evidence of continued profession development

Experience

Essential

• Significant senior level experience in customer facing operational management role in a complex and diverse organisation
• Experience of working across organisations and with other agencies
• Experience of managing resources and budgets
• Experience of producing business cases and evaluating the benefits
• Demonstrable track record in delivering complex targets and objectives to tight deadlines
• Proven track record of leading and contributing to effective commissioning processes across organisational and sector boundaries
• Experience of developing and implementing national policy
• Track record of successful working in a complex and contentious environment in a way that maintains effective relationships
• Ability to facilitate large groups ensuring objectives are achieved with outcomes defined
• Development of complex and diverse Service Improvement and Development plans for customers

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

N3i Limited

Address

Aura Innovation Centre

Meadow Road

Hessle

HU13 0GD

Employer's website

https://www.n3i.co.uk/ (Opens in a new tab)