Senior Contact Centre Project Manager

Department: Change Post reports to: Change Delivery Manager Location: London Office Purpose of role The Senior Project Manager is responsible for leading a strategic project to migrate the telephony and contact centre services to a new SaaS based telephony platform, that will span across one or more business areas. They are responsible for managing resources, schedules, financials and adherence to stage gate quality gates and control guidelines throughout the full development life cycle. This also includes management of issues, risks and project change requests to ensure successful and on-time project delivery. The Senior Project Manager has the authority to run the project on a day-to-day basis. Verify that the project produces the required deliverables of quality, within the specified constraints of time and cost and to achieve the potential benefits defined in the business case.Reporting into the change team you will plan and support strategic change management projects as well as significant tactical projects. This will include implementing changes to MDU policy/strategy coupled with technology enhancements, organisational change and major business process reviews and requirements.Main accountabilities• Migrate from an on-premises Mitel telephony platform to a new SaaS based platform.• Ensure alignment with company strategies for Cloud, Security, and Enterprise Architecture.• Identify the required target operating model and establish documented processes to provide the required levels of support. • Identify changes in the threat landscape and develop new documented controls as required by the technology changes. • Ensure operational resilience to minimise single points of failure and potential business impact caused by outages of the telephony platform or components within it.• Ensure applications have the required level of operational resilience as part of migration in accordance with the criticality of the application or service to the business.• Establish governance processes, service level agreements, and reporting expectations for the new telephony platform. • Provision of a seamless transition with minimal, ideally zero, outages to business services and call centre operations. • Provide leadership for project teams by building and motivating team members to meet project goals, adhering to their responsibilities and project milestones.• Full project life cycle ownership: successful project delivery will include full implementation from initiation to deployment for one major or several minor initiatives simultaneously.• Lead planning of project including supporting project sponsors, defining objectives, agreeing scope, completing project plans, allocating and planning resource and setting up and running projects on behalf of project sponsors• Preparation of monthly project status reports to feed into Project, Programme and Change Boards reports.• Work with the Finance Manager to establish project costs and project value/benefits.• Utilise investment appraisal techniques such as Return on Investment, Opportunity Cost and Payback. • Chairing Project Board and reporting to project stakeholders progress to plan, project risks, issues and actual versus budgeted project costs.• Manage project budgets.• Work with the Business to ensure the project or initiative is adopted and sustained by the business.• Assist where required to develop RFI/RFP and statements of Work to assist in contractor/vendor selection.• Manage suppliers within the MDU supplier guidelines.• Where required manage other project managers either directly or matrix style.• Coach, mentor and motivate other less experienced members of the team.• Work with Business Change managers to ensure the project or initiative is adopted and sustained by the business.• Assist where required to develop RFI/RFP and statements of Work to assist in contractor/vendor selection.• Manage suppliers within the MDU supplier guidelines.• Where required manage other project managers either directly or matrix style.• Coach, mentor and motivate other less experienced members of the team.Qualifications, knowledge, skills and experience• Relevant degree/professional/business qualified project manager with a recognised project management qualification• 5+ years’ experience leading, motivating and managing various project and programme team sizes, including internal and external resources, while holding team accountable for performance• Demonstrated experience in delivering strategic IT transformation projects. • Experience delivering SaaS based telephony platforms.• Familiarity with call centre operations, PCI-DSS, and telephony requirements in a regulated environment.• Experience managing stakeholder engagement across technical, compliance, and business functions.• Extensive experience of Change Management/Project Management/Risk Management• Third party vendor management experience• Knowledge of Investment appraisal techniques• Interpersonal skills to influence and spur change, facilitate and enhance performance within a cross - functional environment.• Strong planning and organisational skills with the ability to work flexibly and prioritise own workloads.• A team worker with a collaborative approach• Strong decision making skills• Ability to communicate effectively with senior management. • Positive and highly service oriented outlook• Strong analytical and strategic thinking skills would enhance the role through offering guidance and possible options to help with the decision-making process.• Strong Commercial Awareness Key Outputs/Performance Measures• All necessary reports and documentation to facilitate full project lifecycle• All Project Plans and status reports • RAID log and mitigation proposals.• Project delivery within; scope, cost, quality and time.REF-222440