Monarch Recruitment Limited
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Service Delivery Manager

Service Delivery, Service Delivery Manager, Delivery Manager, Contact Centre integration, Prince2, Public Sector, Government

I am currently recruiting for a Service Delivery Manager to join a large well-established public sector client of ours on an initial 4 month contract based in Bristol.

The candidate will be working on a project delivering an Outline Business Case which covers the merging of the 2 contact centres, any associated organisational redesign, technology upgrade and process redesign.

Experience is required in the following activities

- Contact Centre merger and integration
- Contact Centre IT upgrade
- Contact Centre cloud technology
- Contact Centre process redesign and implementation
- Knowledge of Contact Centre processes, methods and IT/telephony infrastructure.
- Experience in Prince2 methodology
- Production of business cases, preferably within the Public Sector

Key tasks and deliverables

- As a by-product of the merger of two organisations into a single agency.

The new agency finds itself with 2 separate Contact Centres.

These 2 Contact Centres have separate IT and telephony infrastructure, separate customer bases, processes and staff.
- A project has been initiated to look into the feasibility of creating a single Contact Centre (physical or virtual).
- This project significantly contributes to SR15 commitments and associated headcount and spending reductions.
- This Outline Business Case must follow the standard civil service 5 case model (Strategic, Economic, Commercial, Financial, Management).
- A draft Project Plan and implementation approach will be required demonstrating how the 2 centres could best be merged, activities required and associated risks and dependencies and identifying primary benefits and how they will be realised.

If you feel this is a suitable for yourself and your experience please send me your most up to date CV for consideration for the role.

  • Start: Immediate
  • Duration: 4 Months Initial
  • Rate: £350 to £500 Per: day
  • Location: Bristol,England
  • Type: Contract
  • Industry: IT
  • Recruiter: Monarch Recruitment Limited
  • Contact: Michael Cormell
  • Tel: 0121 237 3153
  • Email: to view click here
  • Reference: ServiceDeliveryMan
  • Posted: 2016-08-15 09:46:06 -

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