Expert - Strategic Projects

About the role

The Expert – Strategic Projects will lead and oversee large‑scale, cross‑functional transformation programmes within the Digital & Technology division. Reporting to the Digital Strategy team, the role translates strategic priorities into actionable programmes that drive AI‑enabled service transformation, operating model implementation and service‑management maturity.

Key responsibilities

• Manage and oversee strategic projects and transformation programmes, ensuring alignment with the digital strategy, operating model and roadmap.
• Translate strategic objectives into detailed programme plans covering scope, milestones, workstreams, dependencies, risks and governance.
• Support the long‑term transformation of the service desk, including service catalogue development, incident management, request fulfilment, knowledge management, automation and reporting.
• Monitor delivery progress, provide status visibility and flag decisions required from senior leadership.
• Conduct analysis, benchmarking and stakeholder engagement to shape design and delivery of strategic initiatives.
• Maintain programme documentation, governance logs, action trackers, milestone plans and reporting materials.
• Collaborate with Digital & Technology teams to ensure alignment with investment governance, architecture direction and value‑realisation requirements.

Required profile

• Experience: at least 1 month in relevant digital transformation or programme management roles (as indicated by the posting).
• Qualifications: not specified (NA).

Required skills

• Service quality improvement
• AI‑enabled service transformation
• Knowledge Management
• Business case development
• Request fulfilment
• Service management maturity
• Program management
• Executive communication
• ITSM transformation
• Reporting
• Incident Management
• Automation