Delivery Manager - CRM Workstream

Tender description

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. Where the Work Takes Place UK Export Finance Offices, 1 Horse Guards Road, SW1A 2HQ and possibly at other government department locations in Whitehall and other London-based organisations. Early Market Engagement Not applicable Working Arrangements 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. 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. 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 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 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 Assessment Method Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers Budget range between £550 - £700 (for the exceptional candidate)