*Position Title – Service Transformation Consultant*

*Location – Edmonton, AB*

*Experience : 8+ Years*

_*Roles, Responsibilities and Qualifications*_

_*Role Description*_

A Service Transformation Consultant is an expert in navigating digital change. They provide guidance on the delivery of results enabled by digital investments. This work may include specific project support as well as building capacity to consistently deliver results. A Service Transformation Consultant works to improve the results of teams.

A Service Transformation Consultant will support activities in areas such as organizational design and culture, policy innovation, capability assessment and development, design-led change management, plans, standards, roadmaps, outcomes, metrics, and strategy. They will also contribute as needed to specific projects and initiatives.

Each Service Transformation Consultant may have a different speciality and abilities, but all have fluency with technology, UX, service design, agile methods, and working in enterprise settings with cross-functional teams. A Service Transformation Consultant articulates the value of modern digital approaches for UX, employee experience, red tape reduction, cost savings, efficiency, and effectiveness.

_*Responsibilities*_

a) Provides subject matter expertise in digital delivery and corresponding organizational transformation.

b) Creates and presents compelling frameworks, models, reports, presentations, and briefings for program areas and senior executives.

c) Applies (or creates) best and emerging practices and principles to frame and clarify, as appropriate.

d) Works with quantitative and qualitative data to inform decisions.

e) Advises and coaches leadership teams on change to enable transformation, including areas such as their organizational structure, governance, capacity building, policy, infrastructure, or culture.

f) Advises and coaches product and service teams throughout their project lifecycles, from initial concept and approvals to production and continuous delivery.

g) Assesses capability, capacity, and culture and develops and delivers initiatives to grow these in and across projects.

h) Helps frame (or reframe) understanding of challenges and opportunities using internal discovery, field research, desk research, and adaptive practices.

i) Facilitates strategic conversations to develop shared understanding, generate options and make decisions to align diverse stakeholder interests and goals.

j) Articulates and documents the business case for digital investments and value of digital innovation in the public sector.

k) Facilitates the collaborative development of clear, actionable vision, roadmaps, plans, and strategy.

l) Translates big picture thinking into daily activity and vice versa.

m) Facilitates tradeoffs among competing priorities, identifies opportunity costs, and helps teams negotiate the strongest outcomes for effort invested.

n) Helps teams manage a portfolio of products and services to drive clear outcomes for users, stakeholders, staff, and the GoA.

o) Connects individual investments to larger portfolio outcomes.

p) Leads the development of benchmarks, metrics, and key performance indicators grounded in core outcomes.

q) Conducts and coaches benchmarking and continuous improvement measurement and reporting.

r) Participates directly in specific projects in field research, workshops, reporting, design, architecture, development, prototyping, and other needs as required.

s) Assesses success of projects and initiatives upon implementation, addressing any residual issues and building on lessons learned.

t) Other responsibilities as required or requested.

_*Qualifications*_

a) Experience with, at least one, of the following digital delivery disciplines:

i. Service design;

ii. Agile software development;

iii. DevOps; or

iv. Organizational change and digital enablement.

b) Experience with the various elements and practices of digital delivery through cross-functional collaborative work.

c) Experience coaching, mentoring, training, assessing capability and capacity in individuals, teams, and organizations.

d) Experience facilitating strategic conversations, workshops, or co-design sessions.

e) Experience working with both quantitative and qualitative methods, data, and insights to focus on shared value.

f) Experience developing baseline and ongoing outcomes, key results, metrics, and other indicators.

g) Experience with complex systems and their implications for digital innovation through working with the Cynefin framework or similar models.

h) Experience aligning the full stack of digital innovation from 1) user and business needs to 2) product and service capabilities to 3) organizational change, including elements such as:

3.1. service innovation, production, and implementation;

3.2. new roles and responsibilities;

3.3. staff skills, capability, and capacity;

3.4. organizational structure and teams;

3.5. budgets, funding, capex and opex accounting;

3.6. infrastructure, security, and compliance;

3.7. operations, governance, policies, and procedures; and

3.8. other elements of the complete service architecture.

i) Experience working with a dedicated public sector digital office, such as the Government Digital Service, the Ontario Digital Service, the Canadian Digital Service, the Digital Experience Division, 18F, the US Digital Service, the British Columbia Government Digital Experience, etc.

*About Mphasis*

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise.

Job Type: Full-time

Schedule:
* 8 hour shift
* Monday to Friday%286084% %%sales%%

posted 30+ days ago