Delivery Manager - CRM Workstream

Tender description

Who Speclialist Work With The specialist will primarily support the CRM Senior Responsible Owner (SRO) to ensure that the CRM workstream delivers its business objectives and benefits. There is a small existing team working on the current implementation of Salesforce which includes a Salesforce developer, business analyst and product owners. As UKEF transitions 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 the current Salesforce implementation, the onboarding of new features, establishing UKEF’s CRM strategy and road map, liaison with the broader 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 UKEF Offices, 1 Horse Guards Road, London, SW1A 2HQ and possibly at other government department locations in Whitehall and other London-based organisations. Early Market Engagement None 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 UKEF Offices, 1 Horse Guards Road, London, 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. UKEF will arrange for clearance should the successful applicant not already have it. Additional T&Cs The successful supplier will be expected to adhere to UKEF’s Data Security Policy (provided upon request). UKEF reserve the right to seek clarification on applications 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 (10) working days from notification of appointment. UKEF reserves the right to terminate the contract and will give two (2) weeks' notice of termination. This role is deemed to be out of scope of IR35 Skills & Experience Proven experience of delivering projects and products using appropriate agile project management methodology, with an understanding of user-centred design practices for customer relationship management 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 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 and 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 Nice to Haves Experience working with other government departments on projects; utilising cross-government resources and guidance No. of Specialists to Evaluate 5 Cultural Fit Criteria Be transparent and collaborative when making decisions. Take responsibility for their work and measure progress by what you deliver. Share knowledge and experience with other team members. Get a working product in the hands of users early and often. Assessment Method Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers Budget range £550 - £650