Delivery Manager

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 ten highly successful organisations, we are now over 900 employees.

About the Role

As a result of growth in the business, we have a need for a Project Manager / Delivery Manager. 

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

Your Part to Play

Project / Delivery Managers are primarily tasked with on-boarding new customers by managing the configuration of GenesysCloud 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, however there is a growing number of international clients and therefore a degree of national and 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 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 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 un-documented 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 hand over of projects to support once delivered
• Contribute to the continuous improvement of Kerv’s customer engagement and project delivery practices

All about You

You must:

• Have excellent communication skills
• Have knowledge and experience of CCaaS applications preferably GenesysCloud
• Prepare clear documentation to team standards
• Have experience of 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 have:

• Experience of deploying IT or communication systems into contact centre environments.
• Exposure to VoIP systems and/or services
• Experience of the Atlassian suite of services eg JIRA

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.