Project Manager - Customer Service Centre

Tender description

Who Speclialist Work With The PM will be required to manage a team of specialists in order to deliver the project and consists of : Business Analyst Service Management Consultant Business change and training lead Technical consultant – case tool The PM will also be required to work with: Head of Customer Strategy Customer Strategy team CIO Corporate PMO Head of Architecture Head of IT Security Head of Business Solutions Head of BI/BI specialist Head Service Operations Internal IT teams External Suppliers What Specialists Work On The Project Manager will be required to manage the people, process and technology changes required to deliver a new Customer Service Centre. Responsibilities include: - Identify and managing business owners and stakeholders - Obtaining the functional / non functional requirements from the Business to define and build a Customer Service Centre - Manage the creation of all process, documentation, management information and training materials - Manage the purchasing as required of systems and or services - Implementation of all technology requirements Where the Work Takes Place London Early Market Engagement Working Arrangements The PM will be required to manage a team of specialists in order to deliver the project and consists of : Business Analyst Service Management Consultant Business change and training lead Technical consultant – case tool The PM will also be required to work with: Head of Customer Strategy Customer Strategy team CIO Corporate PMO Head of Architecture Head of IT Security Head of Business Solutions Head of BI/BI specialist Head Service Operations Internal IT teams External Suppliers Work Location London Security Clearance Additional T&Cs Skills & Experience 10 years work experience as a Project Manager Experienced in building a Customer Service Centre or Service Centre Experienced in implementing telephony systems Experienced in implementing Case Management/CRM and or Service Management Systems Experienced in creating a service delivery function including process, procedures, detailed workflows Experience of SLA, OLA creation and embedding into an organisation Nice to Haves Demonstrable track record in delivering technological environments. Highly analytical in problem solving with the ability to apply original and innovative thinking Extensive experience in producing strategy papers, business cases and getting senior management approval Excellent verbal and written communication skills to be able to present to a target audience Service transition for customers as services are added or removed Must be detail orientated/articulate with strong time management and organizational skills Implement a functional PMO approach to manage project risk Formal Project Management accreditation No. of Specialists to Evaluate 3 Cultural Fit Criteria Able to work on their own and under supervision as required Able to effectively communicate with C-Level and Heads of department customers. Works in a collaborative & open manner to develop the organisations internal teams Assessment Method Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers Budget range