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The Projects and Change Manager has a clear understanding of what it takes to deliver the mission and objective of the Project, while delivering the stakeholders a unique vision of CX and brand value. The Projects and Change Manager is responsible for leading a project from authorisation to handover and closure; this includes launch, due-diligence, planning, execution, managing resources, scope management, and risk control as well as ensuring effective adoption of the Change Management process.

KEY ACCOUNTABILITIES:

Deliver an outstanding project implementation experience for our Customers by:

• Using best practice tools and processes to clarify scope, ownership, monitor progress and manage risk.
• Place our customers and employees at the heart of everything we do.
• Ensuring delivery of Project Critical Success Factors (Financial, Operational, People, Client).
• Managing, tracking and assessing Change Management initiatives.

MAIN ACTIVITIES:

• Plan, organise and manage all phases of a project life-cycle to ensure successful delivery. This includes developing and managing project governance plans, project schedules, team goals and success criteria, project milestones, and budgets.
• Takes ownership and responsibility for project budget and timeline, issue management, risks, decisions and the overall success of a project.
• Leads requirements gathering sessions and collaborates with project governance team to document and gain sign-off on all deliverables, including design documentation and user test plans.
• Demonstrates the ability to understand the operating styles of others as well as team/client relationships, team dynamics, and adjusts behaviour accordingly to succeed.
• Support the formal governance model supplied by the client.
• Recognises environmental or cultural nuances and adapts.
• Track project performance, specifically to analyse the successful completion of short and long-term goals.
• Meet budgetary objectives and adjust project constraints based on financial analysis.
• Manage the relationship with the client and all stakeholders.
• Effective management of Project Risks and Issues.
• Establish and maintain relationships with third parties/vendors.
• Create and maintain comprehensive project documentation.
• Effective use of Change Management where necessary

CHANGE MANAGEMENT SPECIFIC:

• Act as the custodian of the Ventrica Change Management Process.
• Coordinate the effective management and deployment of change across the Ventrica business, both internally and in partnership with our Customers.
• Chair the Ventrica change board.
• Produce weekly/monthly reporting on Change Management activity.
• Regularly review the Change Management process and tools to ensure they remain fit for purpose as the business evolves.

KEY SKILLS:

Essential

Work Experience

• Proven track record (5 years+) in Project Management
• Working closely with clients to deliver Project objectives

Education

• University/College Degree or relevant experience

Certifications and Licenses

• External Methodologies (examples: Agile, Scrum, PMP, Change Management, ITIL)

Tools and Applications

• MS Office, Project Management Tools

Other

• Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
• Excellent interpersonal and communication skills
• Has the right to work legally in the UK
• Have a real enthusiasm about joining the Ventrica family and developing your career with us

Desirable

• BPO experience
• Contact Centre experience
• Good knowledge of MS Project and SharePoint