Delivery Manager - CRM Workstream

Tender description

Summary of the work To explore integration with external data sources for referrals, leads and intelligence, to internal systems for building the customer record and profile; feed our data analytics capability to inform business decisions and leading improvement of the configuration and integration of existing tools to increase usability and adoption. Specialist role Delivery manager Expected Contract Length Twelve (12) months with possibility of extension. Two (2) weeks' notice for termination of contract Latest start date Monday 9 October 2017 Maximum Day Rate Between £550 - £700 (for the exceptional candidate) Early Market Engagement Not applicable Who Speclialist Work With The specialist will primarily support the CRM Senior Responsible Owner to ensure that the CRM workstream delivers its business objectives and benefits. We have a small existing team working on our current implementation of Salesforce which includes a Salesforce developer, business analyst and product owners. As we transition into an Agile delivery team, it may expand to include designers, testers, user researcher, content manager, service manager, enterprise architect, change manager, process manager. Other key stakeholders include COO, Digital Director, Head of PMO, Executive Sponsor, Head of Communications, Export Finance Advisors, Exporters, Suppliers, business representative and subject matter experts. What Specialists Work On The delivery of one stream of UKEF’s Digital Transformation Programme – Customer Relationship Management (CRM). This will include reviewing and enhancing our current Salesforce implementation, the onboarding of new features, establishing UKEF’s CRM strategy and road map, liaison with the broader Department for International Trade (DIT) CRM implementation, etc. The Delivery Manager (DM) will be expected to work with the business at a higher level as well as getting into the detail to make things happen, and break down barriers for the delivery team. In addition, the DM will play a part in UKEF’s overall transition into Agile delivery. Skills & Experience • Experience working with / has a strong understanding of Salesforce and its capabilities with several successful implementations (references required) in comparable organisations (Financial Institutions) • Proven experience of delivering CRM strategies, practices and technologies used to manage and analyse customer interactions and data throughout the customer lifecycle • Proven experience in supporting the business solution to improve relationships with customers, resulting in customer retention and driving sales growth • Proven experience of delivering projects and products using appropriate agile project management methodology, with understanding of user-centred design practices for CRM, service and/or software development and learning and iterating frequently • Proven experience in leading the collaborative, dynamic planning process - prioritising the work that needs to be done against the capacity and capability of multidisciplinary teams • Demonstrable evidence of ensuring products are built to an appropriate level of quality for the phase (Discovery/Alpha/Beta/Live) • Strong negotiation skills and the ability to influence external partners, stakeholders and customers to secure mutually beneficial outcomes • Highly articulate and credible at a senior level, consistently delivering accurate reporting as to the current state of play with regard to the delivery of your stream/service • To play a part in UKEF’s overall transition into Agile delivery. Nice to Haves • Active participant in the Delivery Manager community, sharing and re-applying skills and knowledge and bringing in best practice • A high degree of market awareness, with demonstrable experience of innovative approaches to procuring services and of managing relationships with suppliers. • Experience working with other government departments on projects; utilising cross-government resources/guidance • Experience of managing expectations and reporting to a wide range of internal departmental and cross-government stakeholders including those at a senior level • General understanding of IT Infrastructure Management and Business & IT Support Work Location UK Export Finance Offices, 1 Horse Guards Road, SW1A 2HQ and possibly at other government department locations in Whitehall and other London-based organisations. Working Arrangments A typical working day is 9am-5pm (however working outside of these hours may be required due to business/project need). The role is based in London, but there may be travel involved to other regions of the country. Travel within London will not be covered but travel expenses outside of London would be covered. Security Clearance This role will require Government Counter Terrorism Security Standard clearance (CTC). If the successful applicant does not currently hold this level, UKEF will sponsor the clearance process. Additional T&Cs The successful supplier will be expected to adhere to UKEF’s Data Security Policy. UKEF reserve the right to seek clarification on proposals prior to the appointment. UKEF expect the successful supplier to be in a position to sign the service agreement as soon as possible, but no later than ten working days from notification of appointment. UKEF reserves the right to terminate the contract and will give two (2) weeks' notice of termination No. of Specialists to Evaluate 5 Cultural Fit Criteria • We work in a department which is at an early stage of transition from waterfall to Agile • A challenge for the DM will be communicating progress and securing buy-in for the transition of the CRM workstream from waterfall to Agile • A Digital Programme Board (DPB) governs the workstream the Delivery Manager will be leading • We aim to provide teams with the empowerment they need to deliver the best products and outcomes. • Working product in the hands of users early and often. • Measure progress by what value you deliver. • Keep focus on quality, making sure the whole team is aware of any debt taken on; everyone is responsible for quality. • A no-blame culture and encourage people to learn from their mistakes. • Managing personal workload within a matrix management environment to deliver to multiple projects within required timescales Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers 1. Can you confirm the IR35 assessment result please? The resulting contract will be for the provision of a service, for which the contractor will provide a specialist to fulfil the service, therefore this falls outside of IR35 regulations 2. Please can you advise if this role falls inside IR35 or outside? See answer to Q1 3. Please could you advise IR35 status of the role? See answer to Q1 4. Can you please confirm if this role falls inside or outside of IR35? See answer to Q1 5. Can the Authority confirm the IR35 status of this role, will it be inside our outside the legislation? See answer to Q1 6. What is the lead time for feedback once the application is submitted? Following closure of submissions, shortlisting will take place in the following week (w/c 25 September). Suppliers unsuccessful at shortlisting will be notified in this week. Interviews for shortlisted suppliers will take place w/c 2 October. Suppliers who are not successful at shortlisting stage will not be provided detailed feedback. Those who progress to interview will be provided detailed feedback should they then not be successful. 7. Will this role be within IR35? See answer to Q1 8. Any chances of change in start date as the latest date mentioned is 9th October 2017? Yes, the start date is negotiable but ideally we would like someone to start as soon as possible. 9. What are the other expenses which will be paid? If expected to travel outside of London, travel expenses would be agreed in advance. 10. Is occasional remote working allowed? Yes, but to be agreed with the Line Manager. 11. Is there any travel involved in this role and will the travel expenses be paid? There may be some travel involved but this would likely be in and around London. Any expenses would be agreed in advance of any travel outside of London. 12. Is the rate inclusive or exclusive of VAT? The rates indicated are exclusive of VAT. 13. Would you consider work permit holders (e.g. Tier 2 General Visa) and EU passport holders for this role? In order to be considered for the role all applicants must be eligible to work in the UK. We will only accept individuals who are working utilising a visa, if their visa is in date and does not require sponsorship. UKEF HR would expect the visa holder to have a minimum of 12 months duration on their working visa. 14. How soon can we expect feedback after submitting the application? See answer to Q6 15. Will this role fall within or outside IR35 scope? See answer to Q1 16. Could you please clarify whether this role is inside or outside of IR35? See answer to Q1 17. Is there an existing supplier or is this a new role? New Role 18. Is this assignment considered to be outside the Intermediaries Legislation? See answer to Q1