Service Transition Manager

Job Description

"Service Transition Manager"Contract Length: Initial 6 months (later Extension)Location: SheffieldIR35: OUTSIDECV DEADLINE: Friday @ noonInterview telephone or F2FMinimum Requirement:• Exceptional Contact centre transitions• Working knowledge of CCS frameworks• Must have knowledge of Working with suppliers on a CCS framework• More business transitions focused than technical -• Pub Sec Procurement background essentialBackgroundESFA operates an outsourced National Contact Centre (NCC) to deliver customer services to employers, training providers, citizens and end point assessment organisations. This was originally established as part of the National Careers Service (Company) and now supports other business areas through a flexible service management contract. The current service is on a burning platform, with the contract due to expire in December 2020, therefore there is an essential need to procure new services to maintain continuity of operations.The Customer Engagement Capabilities Project has been established as an essential and specialist commercial re-procurement and transition as the current contract is expiring and there is a need to maintain continuity of service delivery to customers. There is risk of loss of operational capability due to failure of service continuity, thereby leading to reputational damage. The contract expiry also presents an opportunity to future-proof and deliver scalable engagement capabilities that would meet customers needs.The benefits of a CEC include having business capabilities that are designed for high quality multi and omni-channel customer service and support, ensuring customer interactions are effective, helpful, consistent over multiple platforms, encouraging self-service but also proactively engaging customers when required.The project will align frontline customer service across ESFA business areas using/building on existing technology across ESFA/DfE estate wherever possible. This will improve consistency, efficiency and scalability of support to drive better customer experiences1 x Transition Manager is required to develop, own and deliver a robust transition plan that will enable a smooth and successful service transition.Full Scope and ObjectivesIn order to ensure safe transition to the new CEC supplier, an experienced Transition Manager is required to develop, take ownership of and regularly review a robust transition plan. The Transition Manager will proactively lead the change and implementation activities, manage the impact of change on service transition and play a leading role in stakeholder management and project communications. The following skills are required;• Experience in handling complex transition projects within the public sector• Proven experience of ensuring a stable handover of projects into operation• Superb change management skills and ability to effectively communicate with and ensure compliance of business services impacted by change• Ability to drive analysis and identify, prioritise and implement improvements and efficiencies• An in depth understanding of service transition methodology, tools and templates• Excellent stakeholder management skills• Attention to detail and thoroughness• Excellent verbal communication skills Required skills

Business Transition

CCS

Frameworks

Procurement

Transition Management

Keyskills :
Business Transition CCS Framewks Procurement Transition Management