Delivery Support and Assurance Officer

Methods is an established £100m Digital Transformation company, part of the Alten Group, which over the last 32 years has provided innovative business and digital technology services. We have over 50 active clients many of which have been working with us for more than 10 years.

Since our establishment in 1990, Methods has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Our mission is to improve and safeguard public-facing services. We apply digital thinking to ensure the future of our public services is centred around our citizens.

Our human touch sets us apart from other consultancies, system integrators and software houses - we have a customer-centric value system whereby we focus on delivering what is right for our clients. We passionately support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them. building a significant private sector client portfolio.

Purpose of the role:

Methods is currently recruiting for a DS&A Support Officer to join our team on a permanent basis.

The Support officer will be expected to work as part of the Methods Delivery, Support and Assurance Team. They will support Methods PMs to deliver projects for external or internal clients.

The ideal candidate will have previous relevant experience of working in a PMO or business support. In addition to business support skills an understanding how projects, programmes and portfolios are delivered and governed will be required. The ability to communicate and facilitate PMs to deliver is key in this role.  

The Support Officer is responsible for supporting our project and delivery managers, maintaining business processes and standards for project delivery through delivering project set up, billing, scheduling and onboarding resources. This role is highly admin focused with the need for attention to detail.

The role will be based in London.  The Support Officer is expected to develop a set of skills, competencies and knowledge to operate effectively within their role supported by on the job and external training.

Requirements

The Support Officer will have the following accountabilities:

• Ensure that billing is accurate and on time
• Accurately setting up suppliers and contractors in Salesforce
• Issuing accurate contracts to contingent resources, ensuring accuracy and that all documentation is saved, and the system is updated to reflect progress of onboarding
• Triage and self-allocation of cases on the ticketing system according to key accounts
• Ensuring that cases deliver the required outcome and are delivered within SLA
• Following DS&A and business processes
• Ensure accurate set-up of projects and project budgets, assuring the accuracy of the information received for project set up.
• Support project and delivery managers through the month end process
• Support the gathering of data and MI for project managers
• Set up projects and assignments accurately and following business processes
• Production of CCS MI each month
• Close projects, assignments and POs
• Issue termination and end of assignment letters
• supporting the chasing and correction of timecards reporting progress and escalating to the PM. At month end this is a key task that supports billing and invoicing

Responsibilities of the role include:

• Manage cases coming in through our ticketing system, ensuring that no cases go outside of SLAs set by the business and are addressed in full, with comments to communicate and track progress. You will be proactive and communicate what you need from the delivery teams to close cases. Each team member will triage cases in the ticketing system according to their key account allocations.
• Follow the business operating procedures and processes that support PMs with project, assignment and PO set ups; you will populate and maintain accurate project schedules, assignments and resource profiles in Salesforce. Supporting the PM to maintain an accurate picture of their projects and the projects health.
• Work with resource owners and project managers across the business to optimise utilisation by facilitating effective resource management and movement on, off and between projects through the onboarding and offboarding process.
• Support the project mobilisation process; liaising with the Onboarding team to ensure that resources transition onto work effectively and on time. You will work with the PM to create onboarding packs and distribute these to resources during mobilisation. Supporting new resources to book time and expenses on time and accurately; maintaining the secuirty and integrity of information received and stored.
• Ensure that all project documentation is accurate and saved in the knowledge management system where it can be audited, reviewed and re-used.
• Ensure accurate set-up of projects and project budgets, assuring the accuracy of the information received for project set up. Checking documents from the bid phase to validate the project set up to ensure right first time set ups.
• Provide reports to PM’s, finance, and clients that support reporting internally and externally to the portfolio directors and finance. This may take the form of time card reports, billing and financial reports, burndowns, and utilisation reports.  Reports will be clear, simple and provided in timely manner and provide commentary on reports to highlight issues and points for escalation.
• Bill projects accurately and on time. You will ensure that project budgets are accurate and any variances or delays that effect finance are escalated to the DS&A and finance business partners in a timely manner.
• Responsible for the capture and storage relevant Project documentation and artefacts in the knowledge management system and/or Salesforce; ensuring security, integrity and confidentiality of data
• Assist with the collection of information for Company audits (as and when agreed to by Line Manager, Head of UK Sales Admin and/or company Director.
• Facilitate knowledge sharing across the team and the delivery community, through support and attendance at communities of practice for Delivery and Project Management
• Ensure that the Project Close process is completed on time and effectively; facilitating the PM to capture lessons learnt. Ensuring outputs of the process are saved in the knowledge management system. Completing the systems close of the Project, assignments and POs supporting the data integrity in the system.
• Other ad hoc duties: this includes but is not limited to contractor support, general admin. Any other reasonable request to provide cover across the businesses.

Future tasks following training and development will include:

• The administration of the Risk Management process on projects; identify, assess and document risks on projects through the business risk management process for the PM. Owning action tracking and follow up actions.
• Support the PM withChange Control and capture of variations to scope, cost and benefits to the baselined project is captured, maintained and saved in the knowledge management system.
• The Support officermay be asked to carry out small projects, sub-projects or internal initiatives as they progress with skills and experience.

Essential Skills and Experience:

• Previous experience working in PMO admin/support
• Highly proficient in the use of Excel and project management tools
• Strong written and verbal communication skills; to support a proactive approach to achieving SLAs
• Demonstrated ability to successfully influence multiple stakeholders
• experience within a fast-paced and complex business setting
• Strong organisational and time management skills
• Excellent attention to detail, organisation skills, and ability to manage multiple projects /responsibilities
• Experience of Salesforce
• Experience of project accounting and finance

Desirable Skills:

• Prince 2 or APM qualification
• Lean and Six Sigma

This role will require you to have or be willing to go through Security Clearance. As part of the onboarding process candidates will be asked to complete a Baseline Personnel Security Standard; details of the evidence required to apply may be found on the government website Gov.UK. If you are unable to meet this and any associated criteria, then your employment may be delayed, or rejected . Details of this will be discussed with you at interview.

Benefits

Methods is passionate about its people; we want our colleagues to develop the things they are good at and enjoy.

By joining us you can expect

• Autonomy to develop and grow your skills and experience
• Be part of exciting project work that is making a difference in society
• Strong, inspiring and thought-provoking leadership
• A supportive and collaborative environment

As well as this, we offer:

• Development access to LinkedIn Learning, a management development programme and training
• Wellness 24/7 Confidential employee assistance programme
• Social – Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes
• Time off 25 days a year
• Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
• Discretionary Company Bonus based on company and individual performance
• Life Assurance of 4 times base salary
• Private Medical Insurance which is non-contributory (spouse and dependants included)
• Worldwide Travel Insurance which is non-contributory (spouse and dependants included)