Project Manager - CCaaS at Kerv

Please note: Ocassional Office Visits into Richmond office (TW9) About Us 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 of transformation and growth following the acquisition of seven highly successful organisations, we are now over 900 employees. About the role As a result of growth in the business, we need a Project Manager to join our team. 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 This role is remote, but we actively encourage and welcome regular visits to the office. Your Part to play Project / Delivery Managers are primarily tasked with onboarding new customers by managing the configuration of Genesys Cloud to meet the customer’s stated requirements. Our installations range in size and complexity, including many household names. Our customers are predominantly based in the UK, and there is a growing number of international clients therefore a degree of national and occasional international travel may be necessary. You will: • Ensure effective handover to project delivery from the sales team, ensuring key documentation has been completed. Including an accurate order, a comprehensive Statement of Work 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 a 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 undocumented 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 handover of projects to support once delivered • Contribute to the continuous improvement of Kerv’s customer engagement and project delivery practices • Understand the invoicing requirements of projects undermanagement and update delivery status and ensure project delivery dates are accurately forecasted and maintained within the Order Management system • Maintain accurate and up to date forecasts of project budgets and resource allocation within the company Resource Management platform. All about You You must • Have excellent communication skills • Have knowledge and experience of CCaaS applications, preferably Genesys Cloud • Prepare clear documentation to team standards • Have experience 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: • Experience of deploying IT or communication systems into contact centre environments. • Exposure to VoIP systems and/or services • Experience of Order Management and Resource Management Systems eg. RUNN, ServiceNow • Experience of the Atlassian suite of services, eg. JIRA • Experience of working with Central Government projects and be cleared to SC You will live the Kerv values … • Do the Right Thing • Build Future • Think Customer First • Team is Everything • Spread Good Vibes You will live the Kerv values… • Think Customer First • Team is everything • Spread good vibes • Build future • Do the right thing At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.