Implementation Project Manager

Role Overview To take accountability and responsibility for the day to day delivery of one or more business services to the end customer, meeting customer and organisation expectations and contractual obligations, within timescales, costs, resource utilisation and service levels. This is achieved through effective deployment of resources and the provision of technical expertise in support of one or more end to end business process/services. Roles at this level will typically be responsible for the provision of advice on policy implementation through such activities as scenario planning or resource modelling to inform strategic choices in decision making.

The consequences of decision making would be operationally focused within a strategic framework. Key Responsibilities To take responsibility for the leadership of two or more Business Services Managers, possibly supplemented by one or more Process Leaders. Responsibility across several connected aspects of the end to end process that has been out-sourced to Sopra Steria To plan, schedule and manage the defined business services, delivering to agreed timescales, budget, acceptance criteria, quality criteria and contractual commitments.

To ensure that the service delivery is being managed in accordance with the agreed processes and procedures with regard to: Service definition; Service level management, including reporting; Documentation, including maintenance of appropriate review documentation and audit trails ; Change control (with both customers and suppliers) To report and escalate service issues in an appropriate and timely fashion and initiate timely, corrective action where required. To demonstrate a practical approach to continuous improvement of the processes which directly manage the delivery of services. To ensure an effective communication process is in place with customer(s), line management, third party suppliers and team members.

To deal with enquiries from customers related to the results/performance of the business service for which the manager is responsible. To assist customers to develop business processes and procedures in support of new products and services, or in response to systems changes. To participate in projects, provide support to working parties and advice on developments in the relevant service lines managed.

To keep abreast of client developments which may have an impact on the business services provided. To identify and manage issues and risks in his/her business activities and take responsibility for reporting issues and risks in a timely, open and appropriate manner. To identify continuous improvement opportunities and to participate in CIP projects utilising defined tools and techniques e.g.

LEAN/Six Sigma. To ensure all required controls are implemented, documented and monitored so as to ensure full audit compliance.