CRM Project Manager (Microsoft Dynamics 365)

Victim Support Scotland (VSS) provides support and information to people affected by crime and campaigns for victim and witness rights. Our services are free, confidential, and tailored to individuals’ needs. Our vision is that people affected by crime – victims, witnesses, and their families – are treated with dignity and respect and are at the heart of justice in Scotland.

This is an exciting opportunity to join our team as a CRM Project Manager on a fixed-term contract basis for 9-18 months, working in our Glasgow and Edinburgh offices. This is a high impact role at the centre of a major transformation programme that will shape how we support people affected by crime across Scotland.

Working week will be between the following days and hours: Mon-Fri (4 days per week, flexibility considered) 9am -5pm. Salary band: £47,266- £62,420 (pro-rata). Salary on appointment will normally be at the lower salary point, with progression subject to review.

As CRM Project Manager you will be responsible for:

• Understanding how VSS services operate in practice
• Translating complex operational processes into structured system requirements
• Leading procurement and supplier selection
• Managing and constructively challenging the implementation partner
• Ensuring the selected solution aligns with VSS’s service delivery model

The role requires hands-on ownership of discovery, process mapping, and requirements definition.

Key Accountabilities:

• Lead detailed current-state and future-state process mapping across VSS services
• Engage staff and volunteers to identify needs, gaps, and opportunities
• Translate business processes into structured functional and technical specifications
• Define workflows, data structures, integrations, and reporting requirements
• Ensure alignment with data protection, accessibility, and cyber security standards
• Identify and articulate non-standard requirements early

Business Analysis & Requirements Translation:

• Act as the lead business analyst for the programme
• Produce high-quality documentation suitable for system configuration
• Validate requirements with stakeholders and ensure shared understanding
• Maintain traceability from business need through to system design

Procurement, Tendering & Commissioning:

• Develop and deliver the procurement strategy
• Prepare tender documentation, evaluation frameworks, and scoring criteria
• Lead a transparent, compliant end-to-end procurement process
• Coordinate internal evaluation panels and support decision-making
• Lead supplier appointment and support contract negotiation

Implementation Partner Management & Challenge:

• Act as the primary interface between VSS and the CRM implementation partner
• Ensure delivery against agreed milestones, quality standards, and budget
• Critically review and challenge supplier designs and assumptions
• Manage risks, issues, dependencies, and change control processes

Project Delivery, Governance & Reporting:

• Establish and maintain robust project governance structures
• Maintain core project artefacts (plans, RAID logs, decision logs, dashboards)
• Report regularly to the CRM Review Panel
• Manage dependencies with wider organisational programmes
• Maintain pace and focus in a high-demand delivery environment

Stakeholder Engagement & Change Readiness:

• Facilitate workshops, consultations, and design sessions
• Ensure strong engagement across operational and support teams
• Support organisational readiness for system adoption
• Maintain clear, consistent internal communication

Quality Assurance & Implementation Oversight:

• Ensure all deliverables meet agreed specifications and standards
• Oversee testing processes
• Work closely with Digital & IT to ensure technical compliance
• Provide oversight of licensing implications and cost drivers

You will bring experience from a similar role and a commitment to your own professional development. As a confident and supportive leader, you will know how to motivate others, build trust, and drive performance. You believe in fairness and inclusion with the confidence to challenge discrimination, bias, or stereotyping when you see it.

If you are looking for a role with a purpose, where you can really make a difference, we want to hear from you!

What we offer:

• Holiday - 39 days (pro-rata) holiday, increasing to 42 days from Grade 6 and above.
• Pension - Join the Standard Life Pension with generous employer contributions.
• Support - Access to a free and confidential Employee Assistance Programme.
• Discounts - Free health cash plan covering various benefits.
• Flexibility and development - Comprehensive learning and development opportunities.

Further details of this role are available in the job description & the candidate pack on our website. Please note - This post will be subject to a satisfactory PVG/Disclosure check. The closing date for this job is on Monday, 13 July at 5pm. Interviews are provisionally scheduled for Monday, 27 July.