At a Glance
- Tasks: Manage third-party suppliers and oversee end-to-end delivery of IT projects.
- Company: First Customer Contact is part of FirstGroup, a leading UK rail and bus operator.
- Benefits: Enjoy free bus travel after one month and discounted train travel after six months.
- Other info: Position based in Sheffield city centre, a short walk from the station.
- Why this job: Join a critical role ensuring CRM technology investments deliver measurable business value.
- Qualifications: Strong vendor management experience and familiarity with Salesforce Service Cloud are essential.
The predicted salary is between 60000 - 70000 £ per year.
Who are we? First Customer Contact is part of FirstGroup, one of the leading rail operators and one of the largest bus operators in the UK. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the job: The IT Project & Supplier Manager is accountable for the governance, performance, and delivery assurance of key IT suppliers supporting FCC’s customer platforms, with a primary focus on CRM technologies including Salesforce Service Cloud. The role ensures that suppliers deliver against agreed scope, cost, quality, and timelines, while maintaining alignment with FCC’s governance, compliance, and strategic objectives. The role plays a critical part in improving delivery predictability, strengthening commercial control, and ensuring that technology investments deliver measurable business value.
Your Responsibilities:
- Manage third‑party suppliers, ensuring strong performance, contract compliance and value for money.
- Review and challenge SOWs, change requests and proposals to prevent scope creep.
- Monitor supplier and project performance, using insights to drive continuous improvement.
- Maintain clear RAID management across all initiatives.
- Lead end‑to‑end delivery of IT projects, ensuring operational, safety and regulatory compliance.
- Oversee integration of new systems into existing environments while maintaining stability and resilience.
- Uphold project governance, including reporting, financial oversight and risk management.
- Ensure all changes follow internal governance, CAB processes and release controls.
- Support compliance activities such as DPIAs, security reviews and audits.
- Oversee CRM platform performance and vendor relationships, ensuring stability and ongoing improvement.
- Promote knowledge sharing and effective adoption of new systems and processes.
- Lead and develop CRM team members to deliver high‑quality outcomes.
- Build strong relationships across technical and operational teams to ensure alignment and successful delivery.
- Champion agile ways of working and continuous improvement.
As a minimum you will need:
- Strong third‑party vendor and supplier management experience.
- Analytical mindset with the ability to interpret data and assess performance.
- Good understanding of IT governance, risk, change control and integration including RAID management, milestone tracking, and reporting.
- Experience working in agile delivery environments.
- Background working in complex, regulated or safety‑critical environments.
- Proven experience delivering IT projects end‑to‑end.
- Experience working with CRM platforms, ideally Salesforce Service Cloud or similar.
- Confident managing CRM systems and CRM suppliers.
- Skilled in engaging and influencing senior stakeholders.
- Strong leadership qualities with the ability to guide teams.
- Self‑driven, proactive and able to work independently.
- Professional certifications (PRINCE2, Agile/Scrum, ITIL) are desirable but not essential.
About the location: Sheffield city centre. Ten minutes’ walk from Sheffield Station. Travel to other UK locations as appropriate.
Benefits: We believe great work deserves great rewards. That’s why we offer a comprehensive benefits package designed to support your lifestyle, well‑being, and future:
- Competitive Pay - We offer a salary that reflects your skills, experience, and the valuable contribution you’ll make to our team.
- Free Bus Travel – Complimentary travel on FirstGroup buses for you after 1 month of service.
- Discounted Train Travel – Enjoy all day travel for you, friends and family for as little as £6 across Avanti West Coast, Great Western Railway, Hull Trains, TPE (from £10) and Lumo after 6 months of service.
- Generous Holiday Allowance – 25 days of annual leave plus public holidays.
- Pension Scheme – Contributory pension plan with the opportunity to invest in discounted FirstGroup shares through a SAYE scheme.
- First Xclusives Discount Scheme – Unlock over 3,000 deals on high street brands, cinema tickets, flights, holidays, and more.
- 24/7 Employee Assistance Programme - Confidential support whenever you need it, because your wellbeing matters.
IT Project & Supplier Manager in Sheffield employer: FirstGroup Internal
FirstGroup operates services across the UK and Ireland, employing over 30,000 people. The company prioritises environmental responsibility and offers a comprehensive benefits package including a contributory pension plan and employee assistance programme. Located in Sheffield, the team focuses on improving customer platforms through innovative IT solutions.
