The Customer Services Project Manager role involves the management of one large project, or a series of small projects focused on customer services or operations projects. The role includes 3 core aspects:
- Project Management – lead cross-functional teams to successfully deliver the outcomes of the project(s).
- Communication & Co-ordination – communicate and co-ordinate with other project managers and others impacted by the project to ensure that project interfaces are effectively managed.
- Assurance/Reporting – monitor performance on behalf of the Enterprise Programme Director and coordinate the reporting activity for the projects that they are accountable for.
As Customer Services Project Manager you will have the following responsibilities:
- Project manage either a large customer services project or a series of small customer services projects from project initiation stage through the project lifecycle to project close-out.
- Work closely with the “product owner” for the duration of the project to agree and deliver project scope, required outcomes and critical success factors.
- Prepare and maintain the Project Management Plan for the projects that you are responsible for.
- Lead a cross-functional team to deliver the agreed project outcomes in line with time, cost and quality expectations.
- Ongoing identification of resource requirements to deliver the project and requesting resource from the Enterprise Programme Director in a timely manner to facilitate project delivery to plan.
- Identify, manage and mitigate risks and issues arising in the project(s) and escalate where required
- Apply effective change management to project requirements
- Prepare monthly reports on project performance – including progress on deliverables, cost v value, risks and issues.
- Present clear and concise information to programme managers / directors when decisions are being sought
- Manage suppliers and their project teams, where appropriate, ensuring that any EWR obligations are delivered
- Establish and maintain appropriate, professional and pro-active working relationship with supplier’s project management team
- Be a role model for EWR Co.’s vision and values, behaving in ways that are in alignment with EWR Co.’s Ways of Working, encouraging and supporting others.
- Promote equality in the workplace and adopt appropriate behaviour when interacting with colleagues.
- Demonstrably fair, open and honest, with a strong moral compass.
- A strong people leader that can bring together a diverse team from a range of professional backgrounds.
- A self-starter who excels in a fast-paced and changing environment.
- A persuasive project manager, able to take stakeholders on a journey to help achieve their aims.
- Comfortable in a politically influenced environment where strategic change may frequently lead to a new approach and a sudden reworking of previous efforts.
- Intrinsically flexible and relaxed in a role which grows and changes as the project develops, doing whatever is necessary to deliver the desired outcomes.
- Motivated by helpfully challenging your peers, and being challenged by peers, to achieve better outcomes.
- A problem solver who is excited by resolving issues at pace.
- Well versed in, and at ease with, all the basics of project management (APM framework) – including the control of cost, schedule and risk.
- Proficient in using your analytical skills to develop and deploy incisive mitigations.
- A passionate supporter of innovation and improvement, who is always searching for better ways to deliver.
- Motivated by the opportunity to lead disruptive change to the UK infrastructure sector.
- Motivated to develop and grow professionally as a project leader and/or specialist.
- A strong enthusiast of a paradigm shift in working practices and project reporting, using technology to empower honesty and accuracy and drive successful delivery and productivity change.
- Driven to lead a step change in how documentation is used, and how bureaucracy can be drastically cut to aid delivery certainty.
- Long-term contract opportunity
- Opportunity to develop skills on a large infrastructure project
- Competitive hourly rates