Programme Manager Relationship Management System

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1 Programme Manager Relationship Management System Russam Ref 4573 Job Profile This document is a generic description for the role. Any specific requirements in the published advert should also be taken into account. Overall purpose of the Role One of the highest profile programmes of work within the charity, it has the two key objectives putting people in need at the forefront of its work and achieving value for money. This system will touch every service user in the UK (around 1million a year) and every one of its 4500 staff and thousands of volunteers. The System is a complex programme of work which uses technology to modernise and improve the way the Charity delivers its services. It goes beyond being an IT project as it has the potential to transform the way in which the Charity works and the nature of its services themselves. The programme has been in existence for some time now and has delivered a system for recording enquiries and service activity for its emergency and support services. From these existing users the Charity can see the potential for the System to provide the Charity with a pan service, seamless enquiry and response capability. Following a recent review of the programme carried out by an external consultancy, the Charity is now taking forward its recommendations and it is initially focussing on providing core CRM functionality for all services as the next step. As other projects develop and are implemented to reshape the way the Charity work in the UK, the Charity will then continue to implement system developments to support new ways of working. The Charity now need to build on the learning from the System in these live services in order to roll out across all services in the UK, so that the Charity can put people in crisis at the heart of its organisation as never before. The System has the potential to allow it to revolutionise both its effectiveness and efficiency in the UK. In terms of effectiveness The System will enable it to have better data on who the Charity supports and how, and the organisations the Charity works with better understanding of reach, and which communities the Charity is failing to serve better grip on outcomes for those the Charity works with, and knowledge of those the Charity refers on more timely and accurate data as mobile technology will enable entry in the field, at the emergency or in the home 1

2 In terms of efficiency, the project will enable the Charity to have: a way of recording information from the service user once only, at point of contact more accurate, real time management information so that the Charity can improve the efficiency of its response greater consistency of service delivery and analysis where variations occur Access to relevant service user information in real time, for practitioners in the field Overall purpose of the role The Programme Manager is responsible for leading and managing the programme, in both delivering an enterprise technology solution and the organisational change the technology supports. The Programme Manager will be a strong advocate for change and is responsible for overall leadership of the programme on a day-to-day basis, on behalf of the sponsor. The primary focus is on developing and managing the stakeholder relationships required to ensure success and to provide leadership for change, and maintaining coherence and integrity of the programme. There is a strong emphasis on benefits management and benefits realisation and ensuring robust plans are in place for effective implementation, with the ability to drive the programme with minimal direction. In technology terms the overall deliverables will consist of a core CRM system used by all UK Services staff, the migration and implementation of multiple service specific operational systems onto the core platform, and integration with several niche service delivery commercial software products. In terms of change, the overall deliverable is the UK Services workforce at all levels engaged with, actively using, and generating benefits from the investment in this transformational technology. Key Responsibilities Take overall ownership and accountability of the programme, using project management techniques to ensure that the stated benefits are realised and all deliverables are produced to planned time and cost. Be a visible, high profile advocate for the change programme, championing its aims and benefits at all levels and in all areas of the organisation. Work with all stakeholders in a positive and collaborative way. Develop and maintain the detailed business case and benefits realisation plan, ensuring each is co-created and continually reviewed with stakeholder input. Ensure plans support the organisational strategy, are understood by all stakeholders in this wider context, and are aligned with the objectives of the Strategic Change Programme Board. Ensure management of change is embedded within the programme s overall plans, and that the programme s deliverables are fully transformed into business as usual capabilities, providing demonstrable evidence of the usage of, and benefits generated by, their active use.

3 Ensure robust and appropriate programme management controls are, in place, following organisational frameworks and methodologies including that plans are developed to meet the programme s aims, timescales, deliverables and budget, that gateway review is applied as required, and that deviation from the plans and strategy are identified and remedial action or changes to targets and deliverables are approved, controlled and implemented. Ensure robust project management controls are in place for work stream project managers/ leads to operate within; ensuring project level tolerances are set, monitored and remedial action taken if breached. Appraise programme strategy and delivery options for consideration and approval, and ensure issues are escalated to the Sponsor and relevant governance board(s) as required, with proposed remedial actions. Manage programme budget and ensure resources are allocated according to priorities to ensure deliverables are achieved. Secure the right expertise from the internal stakeholders and professional advice to support decision-making and the Sponsor s role. Manage the internal work stream Project Managers, Implementation Manager and Programme support staff. Manage a mixture of external programme support covering change and project management roles, working in partnership with the internal team. Ensure each has a clear role description, defined responsibilities and achievable objectives. Monitor staff progress against responsibilities, supporting them where needed and taking remedial action if not performing to expectations. Manage third parties engaged to support the delivery of the programme, ensuring consultancy and deliverables are of a high quality and provide value for money. Identify and manage interdependencies and liaise with key internal support functions and divisions beyond UK Operations, both technical and enabling, to ensure effective engagement and delivery of requirements are within specification, on time and on budget. Establish effective mechanisms for working with contractors to promote joint working and problem solving.

4 Person Specification Requirements Education & training > Qualification or good knowledge of Programme or Project management > Qualification or good knowledge of Agile methodologies (Scrum, DSDM, RUP). > Working knowledge of Microsoft Project or similar project software. Experience > Proven experience of managing programmes with a significant change element. > Proven experience in implementing a major technology change which significantly alters the working practices of a workforce. > Experience of working in large and geographically dispersed operating environments, preferably with a strong operational focus. > Managing complex stakeholder requirements and influencing collaborative working to achieve programme aims. > Experience of operating at a senior level e.g. reporting to Programme or Executive Boards. > Management of significant budgets (over 1 million) and operating plans. > Experience of working in an organisation/sector providing health care services. Skills & knowledge > Proven knowledge of programme/major project methodology and its application. > Managing change and transition to support programme implementation. > Excellent communicator. > Being able to apply quality management principles and processes. > Being able to apply risk assessment and management principles and processes. > Skilled networker ability to negotiate and influence outside the programme. > Knowledge of the public/voluntary sector in which the British Red Cross Society operates.

5 Competencies and behaviours > Leading people through change > Driving action and achieving high quality outcomes > Judgement and decision-making > Strategic thinking > Engaging others with the vision > Relationship building > Communicating and influencing > Drive and resilience Additional requirements > Uphold the Movement s Fundamental Principles and act with integrity and in accordance with the Society s values and obligations > Adhere to BRCS equal opportunities and anti-discriminatory policies and promote diversity > Be ready to ensure you are aware of work with the four values of the Organisation (Inclusive, Compassionate, Courageous, Dynamic) > Take responsibility for own and team s decisions and actions > Demonstrate flexibility and open mindedness > Recognise and value the contribution of others > Recognise the implications of working within a charity and a voluntary organisation Special circumstances > Working unsociable hours > Travel across UK

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