Service Delivery Implementation

Tender description

Summary of the work UK Export Finance is looking for a specialist with experience in setting up and implementing service delivery operating models, online support systems and teams for the new Operations Division. Specialist role Service manager Expected Contract Length 6 months, 2 weeks' notice for termination of contract Latest start date Monday 16 October 2017 Maximum Day Rate £600 (exclusive of VAT) Early Market Engagement Not applicable Who Speclialist Work With The specialist will report to the Head of UKEF Operations, and will work closely with the Operational Service Delivery Manager. They will also be required to work with project leads on the Digital Portal, Work Flow and Bank Delegation Projects. They will also work with key staff within the Business Group (BG), particularly the BG Senior Operations Manager, the Head of Short Term Business Underwriting and Head of Post Implementation Management. What Specialists Work On The specialist will be part of the Operational Service Delivery Team. The specialist will be responsible for defining the model and requirements for this team including defining and drafting the governance, process definitions, data and management information requirements and the roles required for the team. Implementation of a Salesforce Support module and the operating model will also be required to be undertaken. The specialist will support the Operations Service Delivery Manager in setting up the team and service. Skills & Experience • Experience of design of online digital service delivery operating models, most particularly in Financial Institutions or Government • Experience of implementation of online digital service delivery operating models, most particurlary in Financial Institutions or Government • Designing and implementing a customer support system • Experience of working on large/complex projects and programmes • Experience of interacting with stakeholders at different levels, including delivering written communications on detailed and complex subject matter • Strong interpersonal skills, with the ability to express issues clearly and succinctly in both oral and written communication, to confidently engage with stakeholders and colleagues • Strong organisational, planning and prioritisation skills, with ability to think strategically • Being commercially and politcally aware to consider and understand the wider impacts of all decisions and advice Nice to Haves • Knowledge and experiance of K2 workflow • Knowledge of Fidelity ACBS • Knowledge and experience of Salesforce Work Location UKEF Offices, 1 Horse Guards Road, London, SW1A 2HQ 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. Security Clearance The role will require Government Counter Terrorism Security Standard Clearance (known as CTC). UKEF would facilitate the process should this level or above not already be held by the successful supplier. Additional T&Cs This will fall outside of IR35 regulations as we are procuring a service No. of Specialists to Evaluate 3 Cultural Fit Criteria • Demonstrate ability to work in a fast-moving and ambitious Department • Be Digitial by Default • Be able to cope with a significant increase in transactions • Be able to demonstrate ability to continously improve customer service • Work closely with other functions within UKEF such as Information Technology (ITD); Change, Innovation & Delivery (CID); and Business Group (BG) Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers 1. Is there any movement in the budget for this role? No, the rate indicated is the maximum 2. Will you accept experience with similar products / services to K2 and Fidelity ACBS? We would prefer specific experience with the products / services we have indicated, however we would not discourage applications citing experience with similar products as long as they demonstrate similar skills and capabilities