Customer Launch Readiness Manager

Job Title: Customer Launch Readiness Manager
Contract Type: Contract
Location: London, London
Salary: £350.00 - £400.00 per day
Start Date: asap
Reference: 67188-ITENG-JRC
Contact Name: Jordan Constable
Contact Email:
Job Published: July 15, 2016 17:30

Job Description

Customer Launch Readiness Manager-Initial 6 Month Contract-London-£350/£400pd

Our Client, a Global Technology Company, is seeking a Customer Launch Readiness Manager to be based in London an initial 6 month contract.

The Business Specific brief

As part of the Customer Connection Team, the Customer Launch Readiness Project Manager plays a key role in working alongside Product Engineering and Marketing teams to build and execute a plan to deliver Support for Customers for all new deployments of new products and features, go to market activities, and changes to existing products.

The role is fundamental to understanding feature changes from a Customer's perspective and translating that understanding into requirements for the business. These requirements make it possible to support the change in all functions of the business, including:

- Customer Support channels (online, community, social, and assisted)
- Our Community
- Online Help & Educate content
- Customer Relations Office
- Customer Feedback and Data

Managing multiple concurrent projects of varying complexity, the successful applicant must be capable of building positive relationships with our Engineering, Marketing and Product teams to understand what releases and features are planned, creating and maintaining a short to medium view/roadmap of releases and readiness impacts.

The role requires the assessment of new products and solutions to identify Customer experience impacts and Customer readiness requirements. The ability to quickly understand the technical solution in detail and translate that into user impacting requirements is critical. Where the interest of the user is not being best met, the ability to constructively challenge decisions and develop mitigating solutions is important.

The Readiness Project Manager will build the associated 'support' project plan, managing engagement across all key business stakeholders required to support the release to ensure release is not only 'Customer ready' but 'Business ready' also. Management of the support plan is the key focus of the role.

In addition to managing new product changes, the Readiness Project Manager will be accountable for managing a portfolio of activities and representing Customer Voice in influencing change and improvements into the Product and Engineering teams. This will be done by driving a collaborative approach to understand Customer activity, leveraging capabilities across wider teams.

For larger product launches and initiatives, there may be a requirement to provide a more comprehensive customer focused project management wrap, working with the product team throughout the end to end delivery lifecycle to ensure a customer focused approach to the way the product is shaped and delivered.
Ability to accurately and articulately report and present progress of readiness activities and new releases to peers and senior stakeholders is essential.

Key Responsibilities

* Understand planned activity, and create plans for Customer Operations to drive Readiness activity, to include, monitoring overall progress, resolving issues and initiating corrective action as appropriate. Defines requirements, success criteria, and plan product lifecycle deployment.
* Ensure the delivery of products with the expected levels of quality, on time and within Operational budget, in accordance with the project plan.
* Hands-on review and analysis of changes/proposals from a user's perspective leading to user readiness and product improvement requirements.
* Build, maintain and co-ordinate the relationships between parties responsible for the delivery of the product. (Operations, Product, Engineering & Market Management Teams)
* Communicate effectively and frequently with stakeholders at all levels - including reporting throughout the readiness lifecycle.
* Manage key milestones, dependencies and the interfaces between products, in addition to risk and issue management.
* Project Manage Readiness initiatives e.g. project planning, risk and issue management, reporting and assurance.
* Review product requirements providing estimates, technical support and relevant product documentation.
* Own products through their lifecycle ensuring Time, Quality and Costs requirements are met.
* Ensure support business functions are able to support new releases and new features prior to launch.

Candidate Profile

Pre-requisite Knowledge, Skills and Experience

* Proven background in a Project Manager role.
* Ability to lead virtual teams (matrix management) across multiple timezones.
* Experience of Business Readiness.
* Passion for Customers and User Experience.
* Hands-on experience of performing user experiences reviews on new technical solutions and being able to build readiness and user experience improvement requirements.
* Demonstrable experience of working in a technology focused organization and being able to review and understand technical solutions quickly (from designs, documentation or prototypes).
* Ability to work on a mixture of larger initiatives as well as smaller more regularly releases.
* Experience in SCRUM delivery methodology, CSM or CSPO preferred
* Good understanding of software development processes and operations.
* Highly motivated, flexible team player and manager with the ability to deliver in a timely and professional manner
* Track record of managing large multi-disciplined delivery teams
* Demonstrable inter-personal skills at all levels within a large organization. Ability to influence at a senior level to achieve results.
* Experience in risk management methodologies, including the identification, assessment and management of project risks, which could result in time or cost over-runs, or failure to deliver products which are fit for purpose.
* Understanding of Continuous Improvement/Integration and Continuous Delivery principles
* Other program management certifications (e.g. Prince 2)

Leadership and Drive

* Highly motivated, flexible team player and manager with the ability to deliver in a timely and professional manner
* Demonstrable skills and experience in working within/ contributing to high performing teams, while mentoring junior team members.
* Confident and articulate in expressing your ideas to a mixed audience with varying views and challenges
* Cultural sensitivity and a proven ability to work with teams and partners across multiple geographies.
* A sense of personal ownership is required, together with the ability to deliver to tight deadlines while managing internal stakeholder expectations

* Educated to degree level (or equivalent experience) in a Business or IT related field
* Qualified Project Manager - PRINCE 2 or equivalent.

* Based in London