Transformation Delivery Lead

Yerevan | Full time

About Us

The Information Systems Agency of Armenia (ISAA) is supporting the creation of the Armenian e-society. In leadership with the Government and the Central Bank of Armenia, our mission is to implement key standards for how public services and digital projects should be delivered. Our guiding standard is the “Digital Architecture of Armenia,” a Government-approved approach that places interoperability, security, and high-quality service delivery as its core pillars.

Our team consists of technology and policy-making specialists from various sectors, and we work transparently, engaging both the public and private sectors to help Armenia realize its goal of becoming a truly electronic society.

About You

As the Transformation Delivery Lead for the “12 Life Events” program, you will spearhead one of the Government’s most ambitious digital transformation initiatives—improving how citizens access services across major life events such as having a child, owning a car, or starting a business.

You are an experienced transformation leader with a strong background in consultancy, service redesign, or large-scale change delivery. You excel in complex, multi-stakeholder environments and are comfortable navigating both policy and technology domains. You combine strategic thinking with hands-on leadership, working closely with Ministries, technical teams, analysts, and service designers to deliver impactful, citizen-centric improvements.

You are deeply committed to modern, user-focused public service delivery; you are proactive, structured, and able to guide teams through ambiguity and fast-paced implementation. You bring strong coaching, communication, and problem-solving skills, and you care about building processes and services that are efficient, secure, and aligned with Armenia’s digitalization strategy.

Job responsibilities

• Lead the transformation initiative across 12 nationally significant life events, collaborating closely with Ministries, government bodies, and other stakeholders.
• Act as a coach and mentor to a team of change agents, supporting their work across discovery, design, and implementation.
• Develop and execute a strategic transformation roadmap, incorporating legal, operational, and technical dimensions.
• Oversee comprehensive discovery phases to understand citizen needs, pain points, and service gaps for each life event.
• Draft and maintain prioritized transformation roadmaps that outline required improvements and implementation timelines.
• Form and manage rapid-response technical teams responsible for delivering MVPs addressing critical issues.
• Oversee solution design and implementation, ensuring alignment with the RA Government’s digitalization strategy, standards, and interoperability principles.
• Establish regular reporting and escalation mechanisms to ensure transparency and timely issue resolution.
• Maintain strong and productive relationships with Ministries, agencies, and cross-sector partners.
• Communicate effectively with stakeholders to ensure alignment of expectations, priorities, and delivery outcomes.
• Facilitate change management practices to support the adoption of redesigned services and new technologies.
• Identify, assess, and mitigate risks to ensure successful implementation and sustainable transformation outcomes.

Required qualifications

• Proven experience in consultancy and managing large-scale transformation or service improvement projects.
• Extensive experience working in complex organizational or government environments.
• Strong understanding of public administration, public services, or citizen-service delivery.
• Knowledge of digital product design and agile methodologies is a strong plus.
• Excellent leadership capabilities with experience coaching and mentoring teams.
• Strong analytical and problem-solving skills, including strategic roadmap development.
• Proven ability to manage multiple projects simultaneously.
• Exceptional communication and stakeholder-engagement skills.
• In-depth knowledge of digital transformation strategies and frameworks.
• Familiarity with the RA Government’s digitalization strategy and digital standards is an advantage.
• Excellent written Armenian and strong spoken and written English.

Contact information

All interested candidates are requested to submit their CV to hr@isaa.am.

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