Project Manager - Contact Centre Migration

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Project Manager - Contact centre migration, Telecoms, Delivering Alarming, Monitoring and Service Support

We have an opportunity for a Project Manager to join Experis on a permanent basis. You will be working as part of our Employed Consultant team, on site with a multi-national technology company based in London or Bristol. This is a chance to be part of an award-winning organisation whose key priority is investing in its people.

Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively.

Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development.

Role Purpose:

The Project Manager is required to lead and deliver Reporting/Service Management workstream for a large Call Centre Migration Programme and ensure Technology Delivery objectives and targets are achieved, which align to the overall Technology strategy and deliver tangible benefits.

Key Responsibilities:

* Deliver Technology projects (including all key milestones) on time, within budget (including resources) and to agreed quality criteria from conception through to market launch and transition into operations

* Ensure projects are aligned to our Technology strategy and roadmap and deliver a valid business benefit

* Lead communication with stakeholders and work to drive strong, open and sustained communication channels both within the project team and with the wider stakeholder community

* Work with stakeholders to shape project and proactively solve conflict situations through problem-solving, negotiation, open communication and direct influencing

* Proactively forecast and manage the project costs to forecasts, both Opex and Capex.

* Continually focus on and manage the project to realise the business benefits

* Ensure appropriate and effective governance of the project in line with the clients Governance process "Unity", supported by comprehensive reporting.

* Proactively identify and manage risks which will affect the programme achieving the business benefit.

* Liaise with wider portfolio management community to secure alignment on interdependencies across projects

* Create and sustain proven network across Technology Delivery to enable efficient and effective project delivery and ensure credibility and ownership of decisions

* To proactively work with virtual teams to advance process improvements

* Provide effective leadership to the project team, and take appropriate action

* Ensure realistic project and quality plans are prepared and maintained

* Manage outsourced suppliers - working with procurement and vendor management to ensure effective management.

Essential Skills and Requirements:

* Must have, Experience in delivery reporting solutions for large contact centre environment.

* Must have, Experience Implementation of Alarming Monitoring solutions.

* Extensive Project management experience in a fast paced Technology environment with a proven track record of successfully delivering strategically important or highly complex Projects which have delivered significant business benefit.

* Strong leadership capability with exceptional track record of leading and developing large teams in fast paced, changing environment

* Track record of defining and delivering business benefit to the technical estate, which may be cross system and cross business in nature, and which business benefit may be driven by risk reduction or stability improvement.

* Expert in Stakeholder management with excellent communication skills.

Must have technical / professional Qualifications:

* IT Reporting delivery experience

* Service management delivery background

* Proven track record at building and sustaining effective and trusted relationship at all levels up to Director

* Strong strategic and commercial awareness

* Proven track record on taking and implementing sound, timely decision based on commercial and operational understanding

* Telecoms experience

* Qualification/Certification in Programme/Project

* In depth knowledge of TSO Programme Management (P&PM, C2M Ops Model) and Finance processes management

Suitable Candidates should submit CVs in the first instance.