Contact centre delivery / programme manager

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Job Details

Location: Swindon

Type: Permanent

Ref: e20013129

What is the purpose of the role?

For this role you will be reporting to the CX Portfolio Lead or CIO in Thames Digital and successfully delivering the end to end business change and IT / digital elements of the Contact Centre Improvement Programme. A thought leader enabling the business through digital technologies who can use traditional or agile delivery methodologies to bring these to realisation for the business. Championing change and interpreting business needs into successful 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 upon contact centre technologies and ways of working. Building an integrated team and co-ordinating all IT and partner inputs into the programme and ensuring they meet the appropriate Thames Water (TW) governance requirements. Maintaining an effective communications and engagement conduit with CX operational managers.

What makes this role unique?

This is an excellent opportunity for you to be involved in the implementation of a new retail billing system (SAP-ISU/Cloud for Customer) as the programme moves into the next phase, Spring is a best-in-class billing system and leading edge customer relationship management (CRM) system, it will replace our existing dated, costly, unsupported billing and CRM system (CIS and Merlin), This billing system is globally recognized as the system of choice for utility companies.

What will this role involve?

Ensuring effective project management, project delivery and project implementation for Contact Centre projects.

Either managing or delivering large IT / IT enabled business change projects OR oversee a team of project managers doing same.

Prepare (or ensure project managers prepare) project documentation, including project initiation documentation, security, risk control (RAID log), progress reports, project plans, change control and other documentation as required by individual projects.

Ensure delivery expectations are communicated with the business; ensure stakeholders are kept informed of progress and risk.

Ensure delivery teams are aware of their roles, responsibilities and tasks.

Define and agree programme contingency activities and triggers.

What are we looking for?

Monitor and report on programme progress, scope, change control, issues and risk controls. Monitor budgets, resources, dependencies and task delivery. Work with the Central PMO to ensure staff and contractors are properly engaged for the programme and that any contractual issues are resolved. Ensure that Change Management team are engaged early to ensure appropriate timescales and reviews are included in the plans for IT support and Transition activities. Ensure business change and training needs are considered for new releases and product launches, champion continuous learning and ensure stakeholders get the best value from new solutions. Align relevant activities with the principles of COBIT and ITIL in the delivery of initiatives, especially in relation to change control, configuration, release management and good governance. Analyse the impact of proposed business changes.

Thames Water information and salary details

This is role is based in Swindon. We are offering a salary of up to 50,000 - 59,000, depending on skills and experience. Our excellent salary package includes a competitive contributory pension and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus many more.

About Thames Water

Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.

We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

Closing Date: The closing date for applications is 28/09/2018.