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Programme Manager - Customer Experience

  • Job reference: 49931
  • Location: Swindon
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Change Management
  • Salary: £50000 - £70000 per annum + + Pension,Bonus,Health Care Cover

Position:Programme Manager - Customer Experience

Location: Swindon

Salary: £50k-£70k

Start Date: ASAP

I am currently recruiting for a Programme Manager to be based in Swindon on a permanent basis.

The Programme Manager will join my client on an exciting journey to improve the way they deliver and embedd sustainable change. The Programme Manager will take ownership of the programme or complex group of projects delivering technology enabled change, from initiation through to completion of handover to Business as Usual.

As the Programme Manager you will be leading delivery teams, supported by business leads and SMEs as well as being accountable for all aspects of programme delivery to agreed time, cost and quality outputs.

For this role the Programme Manager you will be delivering on behalf of the Customer Experience Portfolio Lead. Successfully delivering from end to end IT / digital elements of the Digital Programmes to support business IT enabled change.

To be successful you will have the following skills and experience:

  • Our ideal candidate will have a passion for transformation and change, and the delivery of a first-class customer experience, gained from business improvement experience in a complex Customer Centred Business.
  • It is highly desirable for this role that your experience will include delivering and understanding transformative Contact Centre technology.
  • We are looking for a significantly experienced Programme Manager, preferably educated to degree level, BSc or equivalent and with an understanding, practice and qualification of recognised change techniques and methodologies e.g. PRINCE2, MSP, Lean, Kaizen, Six Sigma (Black Belt) etc.
  • A thought leader in enabling the business through digital technologies and can use traditional or agile delivery methodologies to bring these to realisation for the business. Championing change and interpreting business needs into successful business and technology implementations to enable business to maximise benefits.
  • Providing a focus and single point of contact for the business and suppliers / partners, in this case focused on digital technologies, co-ordinating all IT and partner inputs into the programme and ensuring they meet the appropriate governance requirements.
  • We are looking for clear and demonstrable experience in programme management, throughout the programme lifecycle.
  • You will be a strong communicator and facilitator, able to influence senior stakeholders to obtain support and backing for significant change via a confident and friendly engagement style, whilst commanding respect.
  • Your previous experience will ensure that you possess the personal credibility to influence and coach colleagues across the organisation and a style which naturally demonstrates our core values.

Programme Design & Governance:

  • Establish governance processes to ensure engagement and support to resolve issues and risks.
  • Ensure change impacts are understood and managed, through the engagement of end users throughout the programme lifecycle.
  • Drive best practice programme management techniques.
  • Define and maintain well-structured Programmes, assuring PIDs.
  • Develop the business case, with clearly agreed programme outputs and outcomes.
  • Manage resources to achieve agreed time, cost and quality outputs.
  • Work with the Central PMO to ensure staff and contractors are properly engaged for the programme and that any contractual issues are resolved.
  • Align relevant activities with the principles of ITIL in the delivery of initiatives, especially in relation to change control, configuration, release management and good governance.

Sponsor & Stakeholder Engagement:

  • Establish strong relationships to ensure ongoing programme involvement.
  • Ensure various roles and responsibilities are understood and active throughout programme lifecycle.
  • Work across enterprise portfolio change teams to assure the delivery of the business plan.

Please apply within if this role sounds of interest to yourself and I will look forward to discussing it further.

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