Interim DLO Transformation Director

United Kingdom
c £700/day (dependent on experience) + expenses
01 Feb 2019
15 Feb 2019
Consultant, COO, Senior Management
Contract Type
Contract / Interim


Our client, a housing association, is about to embark on an operations transformation programme and is looking for an interim to review, make recommendations, design and deliver their DLO offering with a view to delivering an excellent customer experience and best utilisation of new mobile workforce technology.


The brief is to review the whole DLO enterprise, including (but not limited to); ambition and purpose, the structure, ways of working and behaviours that reflect a focus on customer experience, end to end processes, KPIs / metrics, planning and scheduling, technology, service levels, customer interaction and communications.

The purpose and primary focus of this transition programme is to define a compelling customer offering, to design the model and set-up a business unit to deliver that offering.

Candidate sought

The candidate will have:

  • A proven track record of change leadership, including; reviewing current business operations, providing recommendations for future state and delivering the chosen outcome through directing cross-functional teams
  • Housing association DLO experience is essential, be it directly or through 3rd party activities
  • Previously run large team c. 200+ employees
  • Background in service delivery in a commercial, customer-centric business, in a private B2B support services organisation
  • A modern approach to customer experience
  • Experience of using technology to drive efficient work force field operations
  • Ideally a relevant professional qualification with a recognised project management qualification or evidence of employing good project methodology and governance


  • Strong leadership skills with the ability to take people on the journey
  • Decisive and action orientated, with the ability to work at pace
  • Excellent communications skills, both oral and written
  • Demonstrable passion, energy and enthusiasm to make a real difference to the DLO
  • Be able to clearly show a difference in style and delivery from the 'same old' DLO model 

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