Senior Project Manager – Homebased

Job title: Senior Project Manager

Location – Homebased role, UK

Salary – Exceptional salary, bonus & benefits

Client – Our client is a specialist Systems Integrator focused on delivering exceptional customer contact strategies, applications and solutions. As their business grows in the UK, and internationally, you will join their business and play a key role in the delivery of complex projects to their prospect and client base.

Role Overview – The purpose of this role is to manage customer-facing projects, transforming the contact centre operation of Sabio customers.
The role is the focal point for ensuring the customer achieves their transformation objectives, Sabio deliver a successful project (time, cost, quality) and at the end of project all parties are satisfied.
As a result – the role holder needs to take clear ownership for the project, once it is converted from a qualified “sale”. Ideally this involved getting involved during the commercial process, meeting the client and providing confidence that Sabio will deliver.
This position will be responsible for management of project planning, resourcing, supplier and subcontractor management, progress reporting, people management, troubleshooting and the continuing maintenance of good customer relations.
The expectation is that the role holder will have experience within the Contact Centre/Customer Service industry, have worked either client or supplier-side and have a track record of successful engagements over a number of complex projects/programmes.
The expectation is that the role-holder will normally be responsible for the simultaneous management of six to eight projects at any given time, ranging from one to twenty six weeks.
The jobholder is required to be fully competent within the field of project management. S/he will perform this role independently, with minimal supervision – which in turn provides a high degree of flexibility and delegated authority.

Responsibilities:

From point of sale the successful candidate will be required to:

  • Understand the customers’ requirements and Critical Success Factors
  • Manage communications with the customer
  • Clarify any ambiguity in the statement of works
  • Liaise with internal technical experts to determine the nature and requirements of the projects
  • Determine appropriate project resources
  • Set project milestones predictions
  • Define project timelines with suitable contingency planning
  • Present the project scope to the customer
  • Manage and co-ordinate resources (including contractors and relevant client and Sabio staff) to ensure project deliverables are met
  • Manage changes in response to customer requests and emerging needs
  • Communicate with project team as necessary and manage expectations
  • Provide weekly status reports and monthly status reports to relevant stake holders
  • Co-ordinate training and consultancy
  • Ensure smooth project hand-over to the Support team through the production of appropriate documentationUnderstand the project from the customer’s view-point
  • Determine the right level of communication and engagement with the customer
  • Provide insight into project progress for the customer
  • Always seek to identify more innovative ways of working that increase effectiveness
  • Challenge standard processes and procedures with the aim to ensure they are as good as they can be
  • Act as an ambassador of Sabio and its key partners at all times
  • From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your Manager
  • At all times you must follow all reasonable and lawful instructions given to you by the Company

Required skills or experience:

  • Experience of working within the contact centre/customer services industry
  • Proven project management experience within a consultancy, systems integrator or customer service transformation environment
  • Experience with project tools (ranging from MS Project through to presentation via PowerPoint)
  • Experience of workshop facilitation including internal and external resources
  • Experience of virtual project team management (e.g. matrix management across technical teams)
  • Excellent verbal communication skills and versed in the art of explaining issues clearly and in detail
  • Ability to create and maintain stakeholder management matrices
  • Ability to develop operational relationships with the customer and demonstrate the right level of empathy and understanding
  • Escalation handling techniques
  • Ability to act under own initiative to ensure projects stay on-track
  • Articulate and empathetic in all types of communication, able to handle bad news and to rectify complex situations
  • Portfolio Management – managing a set of independent projects to take account of dependencies and sequences. This is often in the form of an identifiable “Programme”

Competencies:  

  • Leading and Deciding – taking responsibility for decision making, acting with confidence and on own initiative, taking calculated risks, providing direction and co-ordinating action.
  • Supporting and Co-operating – understanding others, adapting to the team, building team spirit, communicating proactively.
  • Influencing and Presenting – building rapport, managing conflict, making an impact, shaping conversations, promoting ideas, explaining concepts and opinions.
  • Organising and Executing – setting objectives, planning, managing time and resources, focusing on customer needs and satisfaction, monitoring and maintaining quality, driving project results.
  • Adapting and Coping – accepting new ideas, coping with pressure, showing emotional control and handling setbacks.

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

 

Junior Service Delivery Manager – London

Job title: Junior Service Delivery Manager

Location– London City

Salary– £30k plus BONUS

Are you ready to take the next step in your career?

Client– Our client was formed to improve the way companies communicate. Simple, right? They have grown to become a multi-national operation and focus specifically on Unified Communications, Contact Center, Networking & Datacenter technologies. They are an innovative, forward-thinking and exciting company with slick offices in Central London that reflect their innovate and fresh approach to business. They only employ exceptional people, and this is why Ingenio have been retained to find an exceptional Junior Service Delivery Manager to join their growing team.

Role overview-  Do you have a passion for technology, service delivery and ensuring client satisfaction? Our client are looking for someone who has excellent interpersonal skills and “the strength to make things happen!”

The Junior Service Delivery Manager will be responsible in helping to build, develop and manage client partnerships, providing client satisfaction through the successful delivery of our client’s Managed, Network and Cloud Service offering to ensure client retention as well as supporting the Senior SDM team in delivering an exceptional level of service to key client accounts. The Junior Service Delivery Manager will be responsible for a large volume of our client’s strategic accounts, ensuring you are providing all contracted deliverables as well as looking for further opportunities to help develop and drive these accounts.

Core Responsibilities:

  • Drive overall client satisfaction to help ensure contract renewals and on-going client retention.
  • Internal source on our client’s Managed, Network and Cloud delivery offerings.
  • Understanding of Cisco service model and design.
  • Ensure client’s contracted deliverables from service offering is provided within specified service level agreements.
  • Develops an exceptional understanding of their clients business from an operating and services perspective.
  • Work closely with the Account Managers to form virtual client teams to help ensure on time client renewals.
  • Highlight to Account managers additional service opportunities and associated SDM revenue streams through on-going client interaction and overall services knowledge. Helping to drive strategic accounts to Tier 1 & 2 client relationships.
  • Acts as an escalation point and ensures that the appropriate functional activity takes place to resolve any issues which may arise.
  • Ensures the performance of third party suppliers within accounts is appropriately managed. Channels service related client issues internally and ensures they are managed through to resolution and recorded.
  • Contributes to the Takeover & Transition processes to ensure that the service enablement processes and relevant documentation are adequately completed and that operational readiness is tested.
  • Produces, Delivers and maintains the client¡¦s Service Optimise Pack, outlining key contact points, SLAs, escalation paths, bespoke operational procedures and up to date current supported inventory list.
  • Book resource on Acumen for Managed Services.

Required skills or experience:

  • At least 1-2 years experience in a client facing role.
  • The Junior SDM is someone with excellent interpersonal skills and the strength to make things happen.
  • Having an uncompromising level of commitment and focus to quality and client service delivery.
  • Having a positive approach to team work, with a willingness to learn, share knowledge and help other members of the team.
  • Being able to work under pressure, outside of comfort zone, with a can-do attitude
  • Having great time management, attention to detail, expectation setting and organisational skills to provide solid service management.
  • Being flexible, adaptable, adhering to change and showing initiative.
  • Having the ability to approach problem solving in a clear and concise manner.
  • Possessing a good level of communication skills, including written communication, becoming a liaison between technical and commercial people, internally and externally.
  • Able to communicate at all levels, including senior directors within client organisations.
  • Having a basic level of product knowledge, concepts, features and integration methods.
  • University degree (desirable)
  • Having a low level technical knowledge (desirable)
  • V3 ITIL Foundation accreditation (desirable)

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

Senior Project Manager – London

Job title: Senior Project Manager

Location – London, UK (Liverpool Street)

Salary – Range from £55,000-65,000 plus brilliant bonus & benefits

Client – Ingenio has been retained by our client, who are a leading systems integration business focussed on UC & collaboration, contact centre, enterprise networking, security, data centre and network services. With exceptional client facing facilities in the City (London), our client is an award winning provider with an obsession for client delivery.

Role Outline –Our client is looking to fill two positions in their Project Management practice, and are looking for people with the following skills, experience and attributes:

  • There is a very strong culture of being client & people focussed that is absolutely essential
  • A formal Project Management qualification (PMI or Prince2) is desired, but not mandatory
  • You MUST have experience of delivering complex projects across the technology areas of UC & collaboration, contact centre, enterprise networking, security, data centre and network services
  • Have a minimum of 5-7 years experience in a service provider Project Management or Program Management role
  • Be able to start in role during May 2015

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!