Delivery Manager

Kerv; United Kingdom; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading cloud services provider in the United Kingdom is seeking a Project Manager / Delivery Manager to onboard new customers and manage project deliveries. The role involves understanding customer requirements, leading workshops, and coordinating project governance. Ideal candidates will have excellent communication skills, experience with CCaaS applications like GenesysCloud, and knowledge of project management methodologies such as Prince II and AGILE. This position may require some national and international travel.

Qualifications

• Excellent communication skills required.
• Experience with CCaaS applications, particularly GenesysCloud.
• Familiarity with Prince II and AGILE methodologies needed.
• Strong interpersonal skills to manage customer relationships.
• Must have delivered at least 3 successful projects.

Responsibilities

• Understanding and documenting customer requirements.
• Estimating delivery effort and validating project scope.
• Coordinating customer engagement and leading workshops.
• Maintaining project governance and documenting changes.
• Contributing to improving project delivery practices.

Skills

Communication skills

Knowledge of CCaaS applications

Documentation skills

Prince II project management

AGILE methodologies

Interpersonal skills

Project delivery experience

Tools

JIRA

Job description

Launched in July 2020, the Kerv Group is a next-generation ‘customer-first, cloud-first’ provider, created to help customers achieve successful business outcomes in a new digital era. We are undergoing an exciting period aplicada transformation and growth following the acquisition of ten highly successful organisations, we are now over 900 employees.

About the Role

As a result of growth in the business, we have a need for a Project Manager / Delivery Manager.

The role is customer facing, and will involve:

• Understanding and documenting customer requirements
• Estimating and validating the effort required to deliver projects
• Agreeing the Ways of Working with customers
• Running regular Governance meetings
• Ensuring clear and accurate project reporting
• Delivering projects defined by the agreed Statement of Work and in line with the approved project plan

Your Part to Play

Project / Delivery Managers are primarily tasked with on-boarding new customers by managing the configuration of GenesysCloud to meet the customer’s stated requirements.

Our installations range in size and complexity including many household names reserving. Our customers are predominantly based in the UK, however there is a growing number of international clients and therefore a degree of national and international travel may be necessary.

You will:

• Ensure effective handover to project delivery fromорот the sales team, ensuring key documentation has been completed. Including an accurate order, a comprehensive and any customer constraints in terms or resource or timescales
• Coordinate customer engagement via kick‑off and discovery meetings
• Lead the workshops to identify, detail and document customer requirements
• Build project plan based on user requirements and services to be procured / delivered
• Work with the client and coordinate internal teams to schedule work and ensure that projects remain on track
• Run regular project governance meetings and work with clients and key stakeholders to keep them up‑to‑date with project progress
• Managing change to prevent un‑documented scope creep
• Maintain RAID logs and ensure that any critical risks or issues are escalated to relevant managers in a timely manner
• Plan and lead the go‑live activity
• Coordinate the hand over of projects to support once delivered
• Contribute to the continuous improvement of Kerv’s customer engagement and project delivery practices

All about You

You must:

• Have excellent communication skills
• Have knowledge and experience of CCaaS applications preferably GenesysCloud
• Prepare clear documentation to team standards
• Have experience of of Prince II and AGILE project management methodologies, preferably certified.
• Strong interpersonal skills needed to manage the customer and partner organisations
• Have delivered more than 3 successful projects

You should ideally also have:

• Experience of deploying IT or communication systems into contact centre environments.
• Exposure to VoIP systems and/or services
• Experience of the Atlassian suite of services eg JIRA