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Senior Project Manager UK

Senior Project Manager UK

  • Contract :Permanent contract
  • Working time :Full-time
  • Experience :Senior Level
  • Education level :Master’s Degree, MA/MS/MSc
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Your mission at Odigo :

Odigo is a leading software developer in the CCaS (Contact Center as a Service) telephony space. Thanks to our unique platform, our clients can interact with their customers through a wide variety of channels (voice, messaging, chat, social media) to ensure seamless end to end customer experiences.
Today, Odigo has over 200 clients worldwide, supporting over 400,000 customer service agents.
Odigo continues to establish itself as a world leader in the CCaaS marketplace.

Odigo is Great Place to Work certified: 72% of our employees think it is a great place to work :
Why join Odigo?  
•A strong culture, benevolent, with room for creativity 
•A positive and supportive mindset 
•Friendliness, fun, with rituals at the level of teams and organization.  
•Flexible organization with homeworking 
AIf you are resolutely human, fully engaged and open, you come at the right time to take part of a human-sized and growing team!
We are looking for a :
Senior Project Manager

Homebased, UK

This senior customer facing role is responsible for delivering programme and project management to a ‘Best in Breed’ standard across several UK accounts. 

The senior project manager is accountable for all contracted services and is the first point of contact for all project related issues and escalations, taking ownership and working with internal teams and external third-party vendors to reach a successful delivery within the allocated timescales and budgets.
This role is a collaborative partnership with the Account Manager, Service Manager and Operational Delivery manager to build and maintain long-term relationships with key client stakeholders, to successfully deliver Odigo solutions to our growing base of clients within the UK. 

This is a challenging role that requires leadership elements as the successful candidate will work closely with the Head of Professional Services to build the future foundation, governance and structure for the longer-term target operating model within the Project delivery space. 

Main Duties & Accountabilities ?

•Lead and champion industry best practice project management standards and processes with consistent application. 
•Builds and maintains effective long-term relationships and a high level of satisfaction with key stakeholders at multiple levels within assigned customer accounts  
•Build and maintain relationships with internal stakeholders to support customer relationship, ensuring that appropriate communication occurs among and between all Odigo constituency groups. Provides proactive feedback to all support and delivery teams regarding performance as perceived by the customer to drive service improvements to meet customer requirements  
•Understands customers strategy and business drivers and working closely with the wider presales and commercial team, provides a consultative approach to progress all upsell and cross-sell opportunities  
•Challenge standard processes and procedures to ensure effective and seek to identify more innovative ways of working 
•Understand the customers’ requirements and Critical Success Factors from their perspective 
•Act as an ambassador of Odigo by exhibiting positive behaviours at every opportunity 
•Demonstrate proactive leadership and ownership during full Project lifecycles.
•Strong experience of Agile delivery methodologies 
•Experience of working within the contact centre/customer services industry
•Strong commercial acumen with experience of project accounting and ability to identify business opportunities, control costs and revenue forecast
•Proven project management experience within a consultancy, systems integrator or customer service transformation environment
•Experience with project tools (ranging from MS Project through to presentation via PowerPoint)
•Experience of collaboration tools for the joint delivery of projects
•Experience of workshop facilitation including internal and external resources
•Experience of virtual project team management (e.g. matrix management across technical teams)
•Excellent verbal communication skills and versed in the art of explaining issues clearly and in detail
•Ability to create and maintain stakeholder management matrices
•Ability to develop operational relationships with the customer and demonstrate the right level of empathy and understanding
•Proven escalation handling techniques
•Ability to act under own initiative to ensure projects stay on-track
•Articulate and empathetic in all types of communication, able to handle bad news and to rectify complex situations
•Ability to manage a set of independent projects to take account of dependencies and sequences. This is often in the form of an identifiable “Programme”. 

Candidate profile searched:

Behaviours ?

1.Leading and Deciding 

•Strong leadership with a professional attitude consistently leading by example  
•Acting on own initiative and making effective decisions 
•Providing Direction and co-ordinating action whilst remaining diplomatic and tactful 
•Personable and approachable, with an enthusiastic and motivational nature and an overall passion for excellence 
•Effectively leads and drives a team whilst remaining reliable, flexible and cooperative  

2.Supporting and Co-operating 

•Can effectively act on own initiative, making decisions with pace and impact 
•Provides direction and co-ordinates action ensuring employees are empowered 

3. Analysing and Interpreting 

•Consistently demonstrates cross-functional awareness 
•Analyses and evaluates information with the ability to solve problems quickly and completely  with excellent attention to detail

4. Organising and Executing 

•Credible, confident and articulate, with excellent communication and presentation skills and the gravitas to deliver ideas clearly and concisely to internal and external stakeholders at all levels of seniority  
•Manages Resources and effectively plans ensuring there is a consistent focus on Customer Needs and Satisfaction 
•Working systematicallywith the ability to multi-task and stay organised in a dynamic and fast paced working environment  

5. Enterprising and Performing  

•Demonstrates sound financial awareness 
•Highly self-motivated and driven working energetically and enthusiastically  
•Innovative and creative, with a concise, precise and effective approach to problem solving and the ability to develop, deliver and evaluate brilliant ideas founded on rock-solid strategic thinking

General  

•Continuous Professional Development is a key focus of all roles at Odigo 
•Always seek to identify more innovative ways of working that create increased effectiveness 
•Challenge standard processes and procedures with the aim to ensure they are as good as they can be 
•Act as an ambassador of Odigo and its key partners at all times 
•From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your Manager 
•At all times, you must follow all reasonable and lawful instructions given to you by the Company 

Additional Information 

Please note that any offers of employment with Odigo will be subject to a vetting procedure, which may consist of one or more of the following; CRB, financial background and reference checks including advanced police vetting for specific clients. This procedure will commence once the offer of employment has been accepted. 

If you can see yourself in this role, don't hesitate, join us !
  
Mots clés : Project Manager senior, Project Director
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