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CRM Service Delivery Manager (MS Dynamics) Watford

Date: Apr 14, 2019

Location: Stoke on Trent, United Kingdom

Company: KPMG UK

AutoReq ID141260BR
Job TitleCRM Service Delivery Manager (MS Dynamics) Watford
CountryUnited Kingdom
LocationStoke on Trent
FunctionKPMG Business Services
Service LineITS
Service Line InformationOver 1,000 people make up KPMG Business Services and they all play a key part in the firm's success. Whether they're in finance, procurement, HR, facilities, marketing or IT, they provide crucial support to the people who work in our UK offices. Flexibility and adaptability. These are just a couple of the things KPMG looks for in its IT Services team. We're a function of KPMG Europe LLP and, as such, we're a group that constantly needs to deliver a highly-flexible, customer-focused service in response to the changing needs of the business.

KPMG OverviewKPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

Job DescriptionJob Title: CRM Service Delivery Manager - (MS Dynamics)
Business Unit: IT Services
Grade: C
Reporting Manager: CRM Product Manager
Work Location: Watford
Travel Required: Yes


Role Synopsis:

- As a Manager within the UK ITS Programme and projects team, you will be responsible for the successful transition and set-up of the service to support the business as usual delivery of the CRM platform.
- Working closely with the CRM product manager, your initial priority will be to oversee the transition of the phase 2 opportunity management programme to the interim ITS service model and to lead the ongoing delivery and management of that service in conjunction with our third party provider. In addition you will be accountable for establishing and leading the initial governance for change management for the period to 30 September 2019 as well as overseeing product release management and overall service delivery. This role will play a key role in working with key senior stakeholders in ITS, KBS and the wider business community ensuring they are kept appraised of the transition process and on going service delivery.
- Once the service has transitioned intop ITS service model the service manager will be responsible for developing the long term service delivery strategy, which will include the delivery of major change as well as the on going application support and maintenance. The service manager will be responsible for evaluating the options and developing the recommendation for the future model and then have the opportunity to drive that model through to successful delivery.
- Working with the various ITS teams you will be required to build strong relationships with the key stakeholders to ensure the succeful delivery and stabilisation of the required services. You will be required to provide timely and appropriate updates to ITS leadership as well as the dedicated business sponsors, as well as the ongoing management of any service impacts or outages as well as escalating in a timely manner when and where required.
- The CRM service delivery manager will also work closely with other areas within ITS to align processes and methodologies to standardise the delivery model. Also driving the service deliverables from the selected 3rd party supplier of the support and future managed service.

Key Accountabilities:


- Build and maintain a clear understanding of the business strategy around the CRM platform and have the ability to provide the required support to the CRM team when required.
- Work with the CRM product manager to build and maintain the key relationships with the business customers and business leadership/ owners, and support bringing the voice and priorities of the customer to the forefront.
- Prioritise issues and have sufficient autonomy to make decisions
- Actively participate in Design Solution discussions and help provide input from a customer perspective and the service delivery model.
- Identify features to be delivered based on voice of the customer and key business stakeholder discussions.
- Develop the future service delivery strategy, responsible for creating and implanting the recommended model once agreed
- Work closely with the ITS operations teams to address any incident or outages of the CRM platform and facilitate the required communications to the impacted users and senior leadership.
- Identify ways to improve processes so they are lean and efficient while meeting business delivery requirements in line with backlog.
- Accountability for managing the overall service delivery of the CRM service, including change management governance, operational service management and progress of the service delivery SLA and key metrics.
- Line management responsibilities for one or more of the ITS CRM analyst including; objective setting; performance management; guidance and support; specific coaching when and where required.
- Deputise for the CRM product manager when appropriate and take an empowered approach to decision making.
Experience requirements:

- Significant experience in Service delivery management and experience of transitioning services into a BAU model.
- MS Dynamics\\Adobe Campaign manager product knowledge.
- Ability to work positively with the full range of individuals and groups involved in the usage of the CRM platform.
- Excellent Stakeholder management skills and experience at all levels and demonstrate a clear customer focused approach.
- Provides an Outside-In, Customer-Driven, Design Thinking Perspective
- Ability to develop and maintain effective working relationships with members of the various ITS teams
- Be able to demonstrate a pro-active approach to problem resolution and continued service improvement
- Being able to understand the wider objectives and Strategy of ITS as well as the Programme and projects project portfolio
- Driven and enthusiastic with a ‘can-do’ attitude and a strong sense of ownership to get the job done in a practical and pragmatic fashion
- Fluent written and oral communications skills and strong interpersonal skills that can be executed credibly to inspire confidence in you and the delivery of the project
- Problem solver with a pragmatic and tenacious attitude to seek out resolutions



Our DealIf the chance to work with interesting clients and innovative technology wasn’t rewarding enough, we’ll motivate you in other ways too. At KPMG you can expect real responsibilities and opportunities to grow professionally.


‘Our Deal’ sets out all the different ways you’ll be rewarded at KPMG. Among other things you can benefit from honest conversations about your career as well as a range of other rewards. In all these ways and more, we have created an environment that can bring out the best in you.

Flexible WorkingWhile some of our client-facing professionals can be required to travel regularly, and at times be based at client sites, we are supportive where possible of helping you to achieve a balance between your home and work demands.

We are happy to discuss individual requirements and our range of flexible working arrangements could be of interest. Furthermore, as part of the recruitment process, we can put you in touch with people who work flexibly so you can understand from them what our culture is like.

Applying with a DisabilityKPMG are proud to be an inclusive, equal opportunity employer and we seek to attract and retain the best people from the widest possible talent pool. As a member of the Business Disability Forum we're committed to ensuring that you are treated fairly throughout our Recruitment Process. Should you be successful after the initial application stage, please discuss any reasonable adjustments that you may require, with your recruitment contact.

KPMG's commitment to diversity

We are proud of the value we place on individuality; we want you to bring your full self to work and truly maximise your potential. We believe that your individuality helps us to deliver the best results for our clients. Diversity of background, diversity of experience, diversity of perspective - that's the KPMG difference. But, don't take our word for it, find out more about diversity at KPMG.



Returning to work after a break
At KPMG, we appreciate that returning to work after an extended career break can be daunting. We understand that those with experience who have taken a career break have a wealth of experience and knowledge to offer our organisation, which helps us to achieve our business goals. We will support you to refresh your skills, develop your confidence and provide a supportive network across the firm to help you best integrate into the working environment. This role welcomes applications for individuals who have been out of work for 18 months or more and who have previous relevant experience.

Policy for Agencies

KPMG has a commitment to sourcing candidates directly and as such we do not accept speculative CV’s from agencies. Please check here to see our policy on agencies: Policy


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