About This Role

• Responsible and accountable for programme delivery and governance of a market leading Contact Centre telephony solution, including AI-powered features like speech analytics, sentiment analysis and automation
• Lead end-to-end programme planning, execution and governance across multiple business and technical workstreams, ensuring timely delivery within scope, budget and quality parameters across all accounts
• Responsibility for stakeholder engagement and management, acting as the primary liaison between business units, technology teams and vendors, as well as maintaining strong communications with senior leadership, up to director level, and project sponsors to ensure alignment and resolve escalations across all accounts
• Lead on business readiness and adoption, championing business change and ensuring operational teams are prepared for adoption of the new telephony and AI capabilities, by overseeing training, communication and user engagement activities across all accounts
• Management of risks and issues, proactively identifying them and implementing mitigation strategies
• Responsibilities for ensuring effective reporting and governance structures are in place across all accounts
• Responsibilities for defining and tracking measurable benefits aligned to customer experience, operational efficiency and compliance, whilst also ensuring business ownership and sustainability of delivered capabilities across all accounts

• Accredited at Project Management discipline (practitioner level) (e.g. Certified project Manager, APMP, Prince2 practitioner, ISEB)
• Attained/Progressing towards Programme Management accreditation e.g. MSP
• Understanding of leading-edge programme management, methodology and best practice
• Ability to lead diverse teams of people
• Ability to manage stakeholder relationships at the highest level (internal & external)
• Has a broad knowledge of the business and is able to provide a steer on a broad range of issues
• Ability to manage substantial resources (financial, human, technological etc.)
• Advanced planning and organising skills
• High-impact influencer and negotiator
• Expert in Project management disciplines
• Proven experience of managing 3rd Party / Vendor relationships
• Proficient in use of MS project, Excel, Word and PowerPoint
• Previous experience with proven track record of delivery in complex, cross-functional programmes, ideally in customer service or telephony transformation
• Has proven people management skills with a good understanding of the organisation’s management structures and reporting procedures
• Enjoys the confidence of senior management
• Experience of managing multi-million pound initiatives with major business risks/benefits
• Track record of successful business wide programme delivery in any business context
• Experience of influencing at Steering Committee
• Knowledge of modern telephony systems (NICE) and AI features (speech analytics, real-time assistance)

The hiring manager to contact is: Trish Parekh Email: trish.parekh@diligenta.co.uk

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