Project Manager / Incident Manager

Our client is now seeking a Project Manager/Incident Manager to join their growing team. The company operates in a rapidly expanding internet market and is experiencing phenomenal growth, both in the UK and internationally. The company has a fantastic working environment and culture and offer an excellent benefits package and fantastic career progression. The role is based in Hemel Hempstead and involves international travel.

The Role:

The purpose of the role has two key focus areas, which are: -

1. Project management - to act as a project manager for a series of technical change, to represent the business unit in gathering requirements and to engage stakeholders in the mobilisation of that change.
2. Incident management - to mitigate the risk/impact to the customer experience when the unexpected happens (unplanned change or incidents). 

Key responsibilities:-

Project Management:

For the projects assigned to you: -

• Articulate a one page scope document for each technical project or initiative & reach consensus amongst the stakeholder community on those requirements.
• Gather business requirements & reach consensus amongst the stakeholder community on those requirements.
• Develop draft & final business case justification documents.
• Represent ideas or projects at the change board (local) or the commercial board (company wide) to help in their evaluation & prioritisation.
• Report progress against scope; timelines; cost and deliverables.
• Identify & engage relevant stakeholders early (using the scoping documents) to keep them informed and involved as the idea moves from concept to project to in-life.
• Identify whether the change required involves some or all of the following i.e. hosted solutions; integration or development to the existing technical infrastructure.
• Work with relevant internal and external subject matter experts to estimate capex implications of technical change broken down by discovery phase and project phase.
• Shape the business case and justification to secure the authorisation and capex release to mobilise the initiative from concept or discovery to project deployment phase.

Incident Management:

• Work between the Customer Care Resource Planning team and IT to negotiate appropriate timings for any planned outage - flag these planned outages to the Customer Care management team.
• Work between Customer Care management team, external suppliers and IT to mitigate negative impact to customers and colleagues when unplanned incidents occur.  

Essential experience:

• Proven track record of project management discipline.
• Highly developed business analysis skills relevant to multi-site environment.
• Previous experience of using offshore or outsource resources.
• Competent knowledge of the variety of technologies used at the customer interface.
• Experience of managing people (subject matter experts or stakeholders) in a virtual team.
• Experience of a contact centre environment.
• Flexible approach to cope with a fast changing environment.

Key skills:

• Ensure compliance with procedures, guidelines and reporting requirements as well as any relevant and regulatory and statutory requirements.
• Develop and maintain effective relationships with appropriate colleagues to obtain/exchange information, identify and implement best practice, change and ascertain future requirements.

Key performance indicators:

• Deployment of projects to scope, timelines, costs and deliverables.
• Zero tolerance to "blind" launches of technical change in to the Customer Care operation.
• RAG status trending for projects/initiatives detailed on the Change & Transformation roadmap.
• Maintaining a PMO function that is 'right sized’ for the company  i.e. that balances the overall business need for change to be live with the controls/checks/ balances associated with project due diligence.
• Mitigating the negative impact of unplanned incidents on customer experience and operational KPI’s

All applicants will be contacted with 48 hours of their application

Resonate is a not for profit recruitment company acting on behalf of our client.