At a Glance
- Tasks: Lead CRM project management, including procurement and implementation oversight for Microsoft Dynamics 365.
- Company: Victim Support Scotland empowers individuals affected by crime, providing tailored support and advocacy.
- Benefits: Enjoy 39 days of annual leave, a generous pension scheme, and access to a health cash plan.
- Other info: This is a fixed-term contract for 9-18 months, working 4 days per week.
- Why this job: Join a high-impact role central to transforming support services across Scotland.
- Qualifications: Experience in project management, business analysis, and solution design is essential.
The predicted salary is between 40000 - 50000 £ per year.
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.
Our mission at Victim Support Scotland is to ensure that those affected by crime receive high quality support that will help them recover from their experiences. We aim to do this by adhering to our organisational values:
- Victims Are at the Heart of Everything We Do
- We Care
- We Work with Intent
- We Are Ambitious
- We Persevere
VSS is committed to the safeguarding and welfare of all of our service users and has a thorough recruitment and selection process including PVG scheme checks.
This is an exciting opportunity to join our team as a CRM Project Manager on a fixed-term contract basis for 9-18 months, 4 days per week, 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. Primary location: Glasgow & Edinburgh Offices. You will be expected to cover throughout other Localities/Offices.
This is a critical, specialist role combining project management, business analysis and solution design leadership. It is central to ensuring the organisation avoids previous system design challenges and delivers a CRM platform that genuinely supports front-line service delivery.
You will be reporting directly to the Director of Corporate Services and will be accountable to the CRM Review panel, comprising of:
- Board Trustees
- Director of Corporate Services
- Director of Service Delivery
- Head of Service (National Programmes)
- Head of Digital & IT
- Head of Research & Data Insight
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:
- Discovery, Process Mapping & Solution Design
- 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, particularly where D365 may require configuration or workaround solutions
- 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 (partner and, if required, platform)
- 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
- Ensure system configuration reflects VSS operating model (not vice versa)
- 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 (UAT, data migration validation, system assurance)
- Work closely with Digital & IT to ensure technical compliance
- Provide oversight of licensing implications and cost drivers (D365)
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’re comfortable working with data gathering, analysing, and presenting insights that help shape decisions. 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!
Further details of this role are available in the job description & the candidate pack.
Please note - This post will be subject to a satisfactory PVG/Disclosure check.
What we offer:
- Holiday: We offer an enhanced annual leave package of 39 days (pro-rata) holiday. 42 days (pro-rata) from Grade 6 and above.
- Pension: Save for the future and join the Standard Life Pension. Your future self will thank you.
- Support: Our free and confidential Employee Assistance Programme can support your mental, emotional, and physical wellbeing.
- Discounts: You will have access to our free health cash plan which includes cover for you and your family across a range of benefits.
- Flexibility and development: We are proud of our flexible and inclusive work policies, which help you balance work and life.
As a Disability Confident Committed employer, please advise if you require any adjustments in the application process by contacting us.
CRM Project Manager (Microsoft Dynamics 365) in Glasgow employer: Victim Support Scotland
Victim Support Scotland is an exceptional employer dedicated to empowering individuals affected by crime, offering a supportive and compassionate work environment. With a strong commitment to employee growth and well-being, staff are encouraged to develop their skills while making a meaningful impact in the community. Located in Scotland, VSS provides flexible working hours and a culture that prioritises dignity and respect for both employees and those they serve.
