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CRM Delivery Manager

CV-Library

Posted on Oct 11, 2021 by CV-Library

Greater London, United Kingdom
IT
Immediate Start
£60k - £70k Annual
Full-Time
CRM – Delivery Manager
Role Purpose:
Reporting to the Head of Applications, you will lead the internal & external teams responsible for the technical management of the CRM landscape throughout the product lifecycle. This includes management of the core CRM products, other commercial applications we use with these products and the integrations of our core CRM products with our proprietary software and relationships with vendor partners.
Core to your role will be working with internal customer stakeholders and other departments within the Technology & Transformation team to ensure that the products within your portfolio have prioritised business requirements & clear technical roadmaps in place.
Together with our infrastructure team, you will implement monitoring capabilities & proactively ensure that all applications within your remit are available in line with Service Level Agreements
Using Agile best practices and implementing these within your team, you will ensure that these are translated into technical delivery schedules for execution by team members & our vendor partners. Wherever possible you will endeavour to provide the simplest, least customised solutions to meet business requirements.
In collaboration with our vendor partners, you will understand their proposed roadmaps and seek to influence these to ensure requirements are met by their development plans. You will implement mechanisms to monitor that the services they provide are of the requisite quality and costs are managed & benchmarked.
You will ensure that your team have the necessary knowledge & understanding to ensure that all core application management activities use ITSM best practice where applicable e.g. change & release management, problem management, configuration documentation, knowledge management, disaster recovery processes, transition of support activities. You will work with stakeholders to effectively balance this work with demands for project delivery & feature enhancements.
You will be passionate about continuous improvement and create a culture within your team to achieve this.
Job Responsibilities:
Act as the operational service owner for all aspects of CRM working closely with key stakeholders across the Group to ensure operational performance against agreed SLA and KPIs, monitoring performance against agreed metrics.
Develop and deliver technical roadmaps & plans for improving the effectiveness and efficiency of the CRM portfolio through improved stability, capacity management, quality and cost effectiveness. Use best practices and the ITIL framework to drive continual process improvement culture across your areas of responsibility including automation and ‘shift left’ to the Application Support Team & Service Desk.
Establish Agile ways of working within your team, implementing SCRUM for management of delivery schedules. Implement mechanisms for monitoring & reporting on cadence.
Support the delivery of projects focusing on implementing new CRM capabilities, features or enhancements within the CRM landscape

Reference: 214013649

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