Programme Manager

We are recruiting for a Programme Manager to join our Key Account Programme Management Team, supporting one of our major clients. This role is focused on service delivery management and some installation support, working closely with the ADT Team in Scotland, on site working with one of our major clients at their offices weekly and working to deliver outstanding Service Support.

This is a unique opportunity to join our PM Team which is based across the UK, working shoulder to shoulder with our Key Account Sales Team and Customer in order to deliver outstanding Installation and Service support. This is a key role as you will be responsible for providing programme management and deployment for various customer requirements. You will also be required to work with our operational teams to deliver excellent customer service achieving customer key performance indicators and service level agreements and work alongside our installation teams and contractors.

You will be able to report on performance, interpret status and identify progress required, and communicate this internally and externally. Our client has certain areas where they feel our attention is required, and the role will grow around the following key task delivery.

Key Roles – Service

• Customer interaction and communications – Qualification of KPI failures to ensure contract penalties are avoided.
• Call management ownership from start to finish. To drive behaviour change between the 2 businesses to ensure communications are consistent across the life cycle of the call.
• Speed of reaction – This is mainly to ensure any further works or broken calls are dealt with in a timely manner. All further works requiring authority from the client either by means of a PO or an acceptance are delivered to the client in a timely manner and managed accordingly.
• Running and delivering chargeable works – This drives a consistent approach to the client when reporting progress on the reactive call operations for both installation and service teams when working on the client's estate.
• SQUIRE Failings – To liaise with the ScotRail Service desk to identify and investigate the Transport Scotland audit failings. These costs to our clients financial penalties each period. ADT will liaise with the client to ascertain the issue and provide the solution in liaison with the Account Manager.
• Monthly Meetings – The PM will attend the monthly meetings with the client and the AM to discuss the performance of the period. Take away any outstanding items and resolve them with the service and installation teams accordingly.
• Monthly Reporting – As part of the initial contract, ADT provide a report on all reactive and PPM visits to the estate on a 4 weekly period. This is delivered and discussed during the monthly meetings to show an understanding of the good and bad parts of the performance across the period.

Key Roles – Installation

• Delivery Timescale – To be responsible for ensuring the clients delivery timescale is met across all installation works. This will be in liaison with the AM using Salesforce to ensure communications are open and clear to all concerned during the journey for each opportunity.
• Site Meeting attendance – To attend site meetings required by each project in liaison with each project owner from the client. More specifically for the smaller works. This will ensure ADT element of the works is captured for the works and the engineers are aware of the scope intended.
• Handover – At the close out of the job, an agreed level of handover will be delivered to the client in line with the content of the job. This ranges from a simple ADT Handover to a full O&M manual, provision of BOX images from installation. Manage VO process with supporting evidence.
• Service Interaction – Following close out, ADT will liaise with the service team to ensure any new installation is visible to the engineers in readiness for reactive calls and PPM visits. ADT will highlight any changes to processes, products etc on the project. This will ensure any training needs are covered for the Service team.

What we look for

• A clear, responsive communicator who is able to show clear desire and determination to succeed.
• Customer focus experience within an engineering, PM or service and installation environment, experienced in building and maintaining customer relationships.
• Ability to serve as a commercial partner providing guidance and support, be an integral part of the customer delivery team.
• Ability to demonstrate your product knowledge around CCTV and general security or be able to demonstrate a plan for development in these areas.
• Ability to be pro-active in terms of time management, delivery of information and progress management, process improvement and driving customer service success.
• Ability to demonstrate ability to plan and organise effectively.
• Ability to interrogate performance and communicate changes required or celebrate success.
• Someone who’s IT conversant across as many platforms as possible - internal/external systems/MS office/MProject/salesforce/sharepoint/powerpoint.

Desirable but not essential - Knowledge and Understanding

• Knowledge of Core Disciplines (CCTV, Fire Alarm, Intruder Alarm, Help Points, Door Access).
• Knowledge of ADT Systems (CBS, SMS, SAI, JDE).
• PC literate – Able to create reports using Excel and Word.