Project Manager - Customer Service Centre

Tender description

Summary of the work We require an experienced Project Manager to manage the implementation of a Customer Service Centre. This is a ‘Green Field’ project and requires a Project Manager with previous experience of creating a Contact Service or Service Centre. Specialist role Delivery manager Expected Contract Length 7 Months Latest start date 31/10/2016 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 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 Work Location London Working Arrangments 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 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 Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers 1. What is the exact location? London is very non-specific There are two main locations in London: Soho Square and Gresham St, however there are other NHS PS sites in London that the candidate may need to visit. 2. Please can you give us some guidance on the rate for this role There is no guidance on the rate for this role. 3. Hi, you say in different places that the work can take place remotely and then that you want the work to take place in London, with further details given in a previous answer. Can you please clarify exactly what working arrangements you expect to be in place? Where are the main stakeholders and contacts based? Our experience in this area is that some remote working time is fine but regular face-to-face contract throughout the project is essential, with peaks at key points. Is this your expectation or are you intending something different? The successful candidate will be based in London Soho Square and London Gresham where most of the senior stakeholders are based... There may be a requirement to visit other London sites. 4. With regards to the "Customer Service Centre" is this an upgrade of the existing centre or a completely new centre. In terms of training, what plans are you looking for them to develop, IE based around using the technology, or based on being staff within the centre and how to handle the calls for example This is a completely new centre. Training will need to cover all aspects of service provided by the staff, including the use of any technology and the handshake to any other resolving groups. 5. Has the principle incident logging system been chosen or is this something that will need to be chosen and sourced? What is the expected go live date? Is the physical location of the internal project team/ team specialists to be located in one central place or distributed across the clients sites? Is there scope for any fair and reasonable expenses ? As an interim measure, we are using a case management tool currently used by the IT Service desk. The appropriateness of this as a longer term solution will be assessed as part of the project. Expected go-live date is April 1st 2017. This may be the first phase of implementation.The internal project team will be based in central London and may involve travel between 2 central London sites. We do not expect expenses to be charged for travel between London sites. Travel to any regional sites outside London would be eligible for pre-agreed expenses.