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Customer Service Project Manager
2 months ago
We are seeking a dynamic and experienced Customer Service Project Manager to join our Customer Services team at Northern Powergrid.
In this role, you will manage and deliver key projects involving the development of existing and new systems and processes. You will work closely with the teams that support and operate systems that are used to provide customers and our teams with key services.
Key Responsibilities- Project Management: Oversee the delivery of CRM and customer service projects, ensuring they are completed on time and within budget.
- Governance: Establish and maintain project governance frameworks to ensure effective project delivery and change management.
- Collaboration: Work closely with DSIT developers, internal stakeholders, and third-party vendors to manage project dependencies and deliver enhanced services.
- Communication: Implement project communication plans, report progress to senior management, and manage customer expectations.
- Financial Management: Monitor project budgets, control costs, and ensure financial objectives are met.
- Strong Project Management Skills: Including scheduling, prioritization, and task delivery.
- Proficiency in IT: Particularly with MS Office applications.
- Excellent Verbal and Written Communication Skills:
- Knowledge of Budgeting Processes and Financial Management:
- Strong Leadership Abilities: With the capability to manage and motivate teams.
- Ability to Understand and Communicate the Business Impact of IT Performance:
- Experience of Working in Agile Project Management:
- Project Management Experience in a Fast-Paced Customer Service Environment:
- Experience in IT Projects or the UK Utility Sector or in a Direct Customer Service Role:
- MSP Practitioner Accreditation:
- Degree or Equivalent in an IT-Related Discipline or MSP Practitioner Accreditation:
- Previous Experience in Business Case Development and Tender Processes:
- 2+ Years of IT Project Management Experience in a Large Organization:
- Experience with Structured Project Delivery Methodologies and Tools:
- Financial Management of Project Costs and Benefits:
- Experience in Change Implementation Planning and Management:
