Job Ref: 213045515

Date: 2021-01-19 17:06:58

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Looking to recruit a senior Programme Manager who is experienced with large-scale transition projects (specifically with call centre's), and has commercial experience with TaaS (Testing as a Service).

This role will consist mostly of remote working with the occasional visit to Bracknell/Milton Keynes.

The Role:

You will be required to steer 2 projects, simultaneously; One being Transition of Service, and the other being TaaS rollout.
Transition of Service will involve extending the current scope and remote access possibilities for all existing technical support functions (1st Line) and the set-up of 2nd Line Support function for full triage/fix.
Set up BAU process when various locations come on line so they are automatically linked to the new service (create on-boarding template / blueprint local service delivery manager can use when setting up the onsite maintenance).
You will be required to deliver the following:
Engagement with Service teams 1st Level Support/2nd level support
Centrally coordinating questions from the End Customer
Installation link for the remote tool
Hire/provide offshore team who will support second level service
Provide remote support to Retail Sites for incidents via 3rd party toolset provided by the Customer
Establish skilled/certified 2nd level Remote Support resources to deliver the Service Level Agreement
Setup processes (incl. OLAs and escalation matrix) towards either onsite level 3 or central level 3 support Establish key roles for the 2nd line Support for problem management, knowledge management, change management and solution experts.
Document all training (Juniper support).
Look to enhance all existing reporting methods
A new major incident process will need to be created
With regards to the TaaS Rollout, you will be improving the existing payment and loyalty solution
Ensure that 1st and 2nd Lien Support prepared for on-boarding, where existing services are concerned
Ensure that all Project Managers involved in this programme are aligned and prepared with all tools and the allocated tasks
Lead and Monitor to-be/as-is performance
Interface to the global PS organization concerning Release Planning, Staging and InstallationsSkills/Experience required:

Project Management certifications (PMI / Prince 2)
IT Service Management accreditation's (ITIL v3)
MS Project
MS Office
Experience in Retail Projects
Experience in Call Centre Projects

Please apply online with your CV

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