Recruitment Contract Customer Services Manager

Recruitment Contract Customer Services Manager

Primary point of contact for specific business communities within the Ministry of Justice for operational IT service delivery. Working with Demand Account Managers builds long-term relationships with appropriate business representatives and “demand side” IT Directorate by focusing on existing services and understanding changes in business imperatives.

Reference number: CIPHERL00453

Deadline date:26/06/2012

Contract value:£26,000 – £50,000

Location where the contract is to be carried out: London

Is this suitable for smaller suppliers? Yes

Is this contract suitable for a voluntary, community and social enterprise organisations? No

Name of the buying organisation: Capita Resourcing

 

Description of the contract

Background Primary point of contact for specific business communities within the Ministry of Justice for operational IT service delivery. Working with Demand Account Managers builds long-term relationships with appropriate business representatives and “demand side” IT Directorate by focusing on existing services and understanding changes in business imperatives. Tracks and manages customer expectation and satisfaction, ensuring that agreed services from MoJ ICT and supplier communities are being delivered to agreed business and service level requirements. Identifies and responds to opportunities for providing improved services to the business organisation. Provides a senior escalation point and communication channel for major MoJ ICT service and change issues. Main Duties/ Responsibilities Job responsibilities For a significant and/or high profile business area within the service operation and delivery environment:- • Develop and manage relationships and communication channels with customer, MoJ ICT and supplier organisations. • Seek out and tackle issues that will prevent the delivery of services, facilitating open communication and discussion between stakeholders. • Capture and disseminate technical, operational and business information. • Organise and chair appropriate service review meetings with the customer, ensuring appropriate service performance reports are generated to facilitate an open discussion around our performance • Monitor the level of customer satisfaction at regular intervals. Respond to customers’ queries and complaints. Ensure that, when necessary, corrective action is taken by appropriate organisation. • Work with service delivery continual improvement team to drive and communicate improvement ideas with customers. • Identify the impact of proposed or planned major business change on our service model and capabilities. • Provide the Demand Account Managers with an overview of how major service changes will impact on customer costs and charging mechanisms. • Contribute to the business plan and budget setting process • Provide cover for other customer service managers . . Outputs/ Deliverables to be achieved Regular Service Reviews with Customers Service Improvement Plans developed and progressed delivering tangible improvement to csutomers Improved customer satisfaction (to be measured through survey) Comprehensive stakeholder information Improvements to Customer Service Management processes Effective liaision with other areas within ICT to deliver greater customer satisfaction Improved services delivered by suppliers Skills/ Experience Required ESSENTIAL • The successful candidate will be an experienced IT professional with relevant recognised qualifications.. • You will possess strong communications, relationship building, negotiation and influencing skills. • Has an analytical and creative approach to problem solving. • Is able to absorb new technical, commercial and business concepts quickly, and work with them. • Understands the principles of business and markets and has experience of relevant business sectors. Has proven project management and leadership skills, and a good knowledge of how to make and sustain a business case (the benefits that will be delivered and the investment cost). Demonstrates up to date knowledge of an organisation’s business environment, policy framework, organisational relationships, business processes, and reporting procedures. Displays good inter-personal skills at all levels of contact and in a wide variety of situations, demonstrating the ability to listen and influence, and to relate to customers in their own language. Demonstrates sound practical knowledge of associated technical disciplines e.g. process re-design, systems development and service delivery. Uses high level of technical understanding to interpret technical issues for the business and sustain credibility with IT. DESIRABLE • Familiarity with the Government IT Profession and cross government IT policies • Understanding of the Government and working in the justice system; • Demonstrated awareness of the social, environmental and corporate impact of ICT; • Familiarity with relevant national and international legislation pertaining to the Government/Public Sector IT – e.g. Data Protection Act, Information Assurance policy. • Understanding of the organisation’s IT/Information Systems plans, business objectives and some awareness of comparable organisations. • Understanding of the skills or business units serviced by the IT areas supported. • Probably educated to degree level or holds a professional qualification or equivalent experience Formal Qualifications Required DESIRABLE ITIL Version 3

 

Documents

 

Classification of the contract

72000000 IT services: consulting, software development, Internet and support

 

Additional information

Contract type: Services – Unspecified

Estimated length of contract: 6 Months

 

Who to contact

Contact name Charlotte West

Organisation name Capita Resourcing

Address , SL6 1DP

Is outside UK No

Telephone

Extension number:

Fax

How to apply

To apply for this role please copy and paste the following link into you web browser; https://emea3.recruitmentplatform.com/syndicated/private/syd_apply.cfm?ID=Q2AFK026203F3VBQB8M7VV7MM&nPostingTargetID=9710&step=DIRECT Capita is managing this Contract on behalf of the Client via an approved framework. All interested suppliers, companies and organisations please note; Capita Resourcing is the managed service provider and all contracts will be based on time and materials. Applications should be from the lead individual who is intending to complete the services including a full CV or experience profile which meets the described requirements. Please proceed to application: URL reference Contracts Finder on any application or correspondence. This contract is open for direct supply only, application from recruitment agencies will not be considered – If you would like to register to become a supplier to Capita Resourcing email your details to; supplierregister@capita.co.uk