Description
Role holders are expected to represent the business on client site, act to represent the Company's values and proposition and to work effectively with internal colleagues and client project team members to ensure the success of engagements. The role holder will have to ensure that standard processes are adopted for delivery with consideration for client requirements, project "type" and benefit realization.
The role holder will have to undertake all aspects of project delivery across the implementation process, in line with agreed project Terms of Reference;
- measure (analysis and metrics)
- manage (set-up and implementation)
- improve (benefit realisation)
Job Metrics
Success is measured by the satisfaction and feedback from our customers, project delivery time, quality of documentation and ensuring the customization of applications is supportable throughout the business.
In what areas will you perform?
Area
Involvement
Client Project Delivery
About 80-95% of the job.
1. Undertake process analysis and measurement activities and configure and set up software solutions to achieve best practice work management. Always adhere to the principles of operations management in relation to client processes and business rules while supporting IT software and integration configuration requirements.
2. Undertake workshops and classroom training sessions on software and processes providing coaching for users as required and support the Client user acceptance testing while undertaking new product beta testing.
3. Undertake go-live preparation activities (eg training set up, work amnesty, backlog sizing and benefit refinement) and provide post go-live support and handover to clients.
4. Ensure successful delivery and completion of client engagements through supporting the project management and communications strategy processes and completing project deliverables.
5. Project deliverables have to be accomplished in according with the project delivery standards; project profitability targets; resource utilisation and client satisfaction measures.
Non client facing
About 5-20% of the job
1. Contribute to the development and implementation of performance management training materials for use on client delivery projects while sharing best practice and promoting an environment of continuous improvement (win, learn, change)
2. Maintain commercial awareness and up to date knowledge of the eg Work Manager product, services, and standards
3. Provide accurate and timely working time and project information to Project Managers
Skills & Experience
Area
Experience
General
3 years' experience working within a Back Office environment
Experience of undertaking process analysis and measurement activities
Experience of developing and maintaining client relationships
Experience of configuring and setting up software solutions to achieve best practice
Experience of undertaking workshops and classroom training sessions with users
Operations Management background achieving Customer Service Level agreements
Personal
Able and willing to undertake travel within the UK and mainland Europe
Able and willing to spend a significant period of each month away from home.
Able to work independently or as part of a team
Excellent written and verbal communication skills
Methodical and meticulous with a concern for order
Be able to follow process but to remain flexible in achieving project objectives
Ambitious, motivated, eager to learn and demonstrate value
Ability to work independently with a minimum amount of supervision
Ability to work to tight deadlines and deliver to high quality thresholds
Results focused, understanding what is important to customers and committed to achieving goals
Tenacious approach to delivery, quality of output and personal organisation