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Relationship Manager (SM)

Closing date for applications: 14/11/2019
OVERVIEW OF ROLE
Specialist role
 Service manager
Summary of the work
 Relationship Manager for Restoration & Renewal Programme Digital Service. One CV submission only per provider.
Latest start date
 02/12/2019
Expected contract length
 12 months
Location
 London
Organisation the work is for
 Restoration & Renewal Programme (UK Parliament)
Maximum day rate
 £710
ABOUT THE WORK
Early market engagement
 -
Who the specialist will work with
 The Relationship Manager will be working within the Service Management Office, a service management team, also comprising an SMO Lead, a Project Manager, a Business Analyst, a Service Management Officer, a Finance & Asset Officer, an Accreditation Lead, a Service Transition Manager and a Service Insight Analyst. The role will also regularly interact with service providers and other members of the Data & Digital team.
What the specialist will work on
 The role is to manage the service portfolio to ensure customer satisfaction to the highest level, to maintain customer relationships, engage in supplier management and help develop and oversee a service integrator framework. This includes all aspects of the relationship management between all parties and developing the processes, activities and monitoring requirements to ensure customer success. The role is expected to continually review, challenge and modify these aspects to make the discipline mature and well-run. The Relationship Manager will be part of a service management team and will be expected to contribute and cover for other roles within it.
WORK SETUP
Address where the work will take place
 7 Millbank & the Parliamentary Estate
Working arrangements
 Typically, onsite 5 days a week; some remote working is possible when appropriate.
Security clearance
 The specialist will have to undergo Parliamentary security clearance; other clearances do not expedite this. The only exception is if the specialist already has a Parliamentary pass.
ADDITIONAL INFORMATION
Additional terms and conditions
 Parliament's Mandatory Terms for External Contract Agreements (available upon request)
EVALUATION CRITERIA
How many specialists to evaluate
 3
Cultural fit criteria
 No-blame culture and encourage people to learn from mistakes. Supportive of and mentor to colleagues with less experience. Challenge the process and champion their discipline. Working as a team within a programme structure and with suppliers. Active Stakeholder Management. Can explain technical aspects to non-technical people.
Assessment methods
Evaluation weighting
 Technical competence 35% Cultural fit 15% Price 50%
EXPERIENCE
Essential skills and experience
  • 5+ years experience of ITIL practices
  • 5+ years experience of service portfolio management
  • 5+ years experience of consulting in service implementation and continual service improvement
  • Deep understanding of ITIL practices
  • Previous in-depth experience of customer and stakeholder relationship management
  • Previous in-depth experience of supplier management
  • Previous in-depth experience of service integration and management
  • Previous in-depth experience of performing CSI on own practices
  • Experience of deputising in other service management roles
Nice-to-have skills and experience
  • ITIL qualified (version and level required)
  • Experience of other ITIL practices
  • SIAM qualified
EXPRESS INTEREST
Closing date for applications: 14/11/2019

Relationship Manager (SM)

Closing date for applications: 14/11/2019


Specialist role:

Service manager

Location:

London

Organisation:

Restoration & Renewal Programme (UK Parliament)

Maximum day rate:

£710
FULL DETAILS / EXPRESS INTEREST HERE
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