Relationship Manager (SM)

Closing date for applications: 14/11/2019
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
Expected contract length
12 months
Organisation the work is for
Restoration & Renewal Programme (UK Parliament)
Maximum day rate
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.
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 terms and conditions
Parliament's Mandatory Terms for External Contract Agreements (available upon request)
How many specialists to evaluate
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%
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

Closing date for applications: 14/11/2019

Relationship Manager (SM)

Closing date for applications: 14/11/2019

Specialist role:

Service manager




Restoration & Renewal Programme (UK Parliament)

Maximum day rate:


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