Job Description

Service Transformation Lead. Champion smarter ways of working and help shape our future systems.
Location: High Wycombe (hybrid working)
Are you looking to join a growing, values-led organisation with a clear social purpose?
At SettleParadigm, we're proud to be the largest housing group in the region, managing over 27,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire.
Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger we've brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve
If you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we'd love to welcome you on our journey. Together, we're building a better future.
About the Role/team
We're looking for a collaborative and forward thinking Service Transformation Lead to support the successful rollout of our new Housing Management System (HMS) as part of the SettleParadigm transformation programme.
This is a full-time 12m FTC covering Parental/Maternity leave, based in our High Wycombe office, two days per week, with three days working from home.
You'll act as a change champion, helping teams improve ways of working, embed new processes, and ensure our systems reflect the needs of our customers and colleagues. You'll work closely with the Customer Directorate, Business Transformation team, and IT to create guides and facilitate user testing, training, and continuous improvement.
Key Responsibilities:

• Act as a subject matter expert and coordinator for HMS transition
• Support programme and project delivery within agreed timeframes
• Champion new ways of working and help embed them across teams
• Deliver training and coaching on new systems, processes, and practices
• Represent the Customer Directorate in transformation programmes
• Document and communicate business rules, policies, and procedures
• Lead and support user acceptance testing and feedback sessions
• Collaborate with analysts and project teams to validate requirements
• Provide input into user documentation and training materials
• Resolve issues related to project deliverables within your area of expertise
• Advocate for change and continuous improvement across the organisation
• Role model SettleParadigm values in all interactions

What We're Looking For
Must haves:

• Bachelor's degree in business studies or equivalent experience
• Excellent verbal and written communication skills
• Strong facilitation and negotiation skills
• Proficient in Microsoft Excel, Visio, and PowerPoint
• Willingness to learn process mapping and gap analysis
• Knowledge of key business functions and terminology
• Strong interpersonal skills and analytical mindset
• Ability to critically evaluate processes and support organisational change

Nice to haves:

• Experience working across enterprise-level programmes
• Deep knowledge of business process change and reengineering
• Experience developing functional and non-functional requirements
• Background in system design, implementation, and benefits management
• Experience supporting and managing change effectively

For added brilliance:

• A passion for improving services and making systems work better for people
• Confidence in challenging the status quo and driving innovation

Benefits
At SettleParadigm, we believe in creating an environment where our people feel valued, supported, and inspired to grow. Our comprehensive benefits and rewards package reflects this commitment.

• annual salary: 47,379 per annum
• 25 days holiday, increasing with service, plus Christmas closure and buy options
• Generous pension scheme - up to 9.5% employer contribution via salary sacrifice
• Family-friendly leave: Enhanced maternity, paternity, and adoption leave
• Health cash plan - claim up to 1,800 for everyday health costs (plus free kids' cover)
• Life cover and income protection
• Flexible working - hybrid options, modern offices, free parking & EV charging

And that's just the beginning! We're also thrilled to provide:

• 30+ qualified Mental Health First Aiders available to support
• Car leasing via salary sacrifice (for permanent colleagues subject to conditions)
• Funded training, qualifications & apprenticeships
• 3 paid volunteering days in the local communities
• Peer-recognition rewards platform
• Paid professional subscription (one per year)

Our Commitment
We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups.
Accessibility and Adjustments
We are committed to providing reasonable adjustments throughout our recruitment process and we'll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.
Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.
Please ensure you fully answer the questions on the application form.
Closing Date: 01/12/2025
We are a growing, values-driven organisation with a clear social purpose.
Our commitment is long-term: to our colleagues, residents, and communities. We want to be a place where people love to work, where everyone can belong, and where professionalism and passion shine through in everything we do. If you'd like to make a real difference to people's lives while developing your career in a supportive and inclusive environment, we'd love to hear from you!

Skills Required