Relationship Manager

Tender description

Summary of the work Relationship Manager for Restoration & Renewal Programme Digital Service. One CV submission only per provider. Specialist role Service manager Expected Contract Length 12 months Latest start date Monday 2 December 2019 Maximum Day Rate £850pd Who Speclialist Work With The Relationship Manager will be working within the Service Management Office, a service management team, also comprising an SMO Lead, a Project Manager, a Business Analyst, a Service Management Officer, a Finance & Asset Officer, an Accreditation Lead, a Service Transition Manager and a Service Insight Analyst. The role will also regularly interact with service providers and other members of the Data & Digital team. What Specialists Work On The role is to manage the service portfolio to ensure customer satisfaction to the highest level, to maintain customer relationships, engage in supplier management and help develop and oversee a service integrator framework. This includes all aspects of the relationship management between all parties and developing the processes, activities and monitoring requirements to ensure customer success. The role is expected to continually review, challenge and modify these aspects to make the discipline mature and well-run. The Relationship Manager will be part of a service management team and will be expected to contribute and cover for other roles within it. Skills & Experience • 5+ years experience of ITIL practices • 5+ years experience of service portfolio management • 5+ years experience of consulting in service implementation and continual service improvement • Deep understanding of ITIL practices • Previous in-depth experience of customer and stakeholder relationship management • Previous in-depth experience of supplier management • Previous in-depth experience of service integration and management • Previous in-depth experience of performing CSI on own practices • Experience of deputising in other service management roles Nice to Haves • ITIL qualified (version and level required) • Experience of other ITIL practices • SIAM qualified Work Location 7 Millbank & the Parliamentary Estate Working Arrangments Typically, onsite 5 days a week; some remote working is possible when appropriate. Security Clearance The specialist will have to undergo Parliamentary security clearance; other clearances do not expedite this. The only exception is if the specialist already has a Parliamentary pass. Additional T&Cs Parliament's Mandatory Terms for External Contract Agreements (available upon request) No. of Specialists to Evaluate 3 Cultural Fit Criteria • No-blame culture and encourage people to learn from mistakes. • Supportive of and mentor to colleagues with less experience. • Challenge the process and champion their discipline. • Working as a team within a programme structure and with suppliers. • Active Stakeholder Management. • Can explain technical aspects to non-technical people. Assessment Method Interview Evaluation Weighting Technical competence 35% Cultural fit 15% Price 50% Questions from Suppliers 1. Is this role expected to be inside ir35? As a DOS4 supplier, you have already stated that you work outside of IR35 under the framework agreement. We currently believe that this role would fall outside of IR35 but an ESI assessment has yet to be performed. Should the outcome of such an assessment not be in line with supplier expectations then there is no obligation on the part of the supplier to accept the role if it is offered to them. 2. Can the Authority confirm if they are working with an incumbent supplier ? There is no incumbent supplier for this role. 3. Is it SC clearance required or is it a special clearance for the Parliament? Parliament performs its own security clearance. 4. Is the advertised day rate inclusive of VAT The day rate is exclusive of VAT. 5. What are the criterias for the Security Clearance required for this role? Parliamentary Security Clearance is required. This follows from BPSS clearance (https://www.gov.uk/government/publications/government-baseline-personnel-security-standard) which is conducted by the bidder.