Programme Manager Contact Centre Transformation

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

What the role is all about…

This role sits within the Strategy and Transformation team at Three and reports to the Senior Programme Manager Contact Centre Transformation.

The role will play a key part in driving our business forward, placing the customer at the heart of decision making. By understanding what really matters most to customers, people, and our business, you will be expected to drive a programme of improvements to deliver technical changes.

The role will work closely with stakeholders from across the business, including Portfolio and Change, Go to Market, Contact Centre Change Managers, Partner Managers, and Contact Centre teams. The role is responsible for:

• Being the front door for any technical change into our contact centres. 
• Gatekeeper to lead and manage technical improvements
• Responsible for the definition and roadmap of technical delivery improvements
• Management of CAPEX budget to deliver technical  improvements
• Responsible for governance integrity and senior stakeholder management of issues, risks and progress updates

What you’ll be doing…

• Responsible for the definition and roadmap of technical and small works delivery improvements and management of CAPEX budget to deliver these improvements.
• Responsibility for ensuring all technical initiatives are fully impact assessed, business benefit identified, validated and prioritisation of pipeline based on benefits.
• Gatekeeper to lead and manage technical and small works submissions, ensuring sign offs and representing Contact Centre for deliveries.
• Define and lead on new ways of working for Contact Centre. Accountable for ensuring business readiness, effective communication and progress updates for Amdocs Roadmap and ahead of any technical delivery deployment.
• Assures technical initiatives are being delivered effectively via our Governance Process with aligned plans structured to reduce risk, effective budget outcomes and highlighting any opportunities.
• Responsible for governance integrity and senior stakeholder management of issues, risks and progress updates.
• Work collaboratively with all delivery partners (internal/external) to understand the project demand and secure resources.
• Support, manage and/or govern technical changes through designing, documenting and improving processes to ensure business readiness (including shrinkage/impact assessments/comms and post go live reviews)
• CAPEX Budget approvals, forecast, tracking through to Benefit tracking and realisation.
• Facilitate testing ensuring business acceptance.
• Deputise and support for line manager and team to ensure Sapphire Programme Governance and Change Review Board Supported

What you'll ideally bring...

• Requiring experience in programme/project management delivery frameworks and a track record of continuous improvement ideally within a Contact Centre environment 
• Previous experience in large complex programme/project delivery where business outcomes met.
• Demonstration of strong strategic thinking skills and ability to analyse complex issues, be bold in decision making and to design and implement practical solutions to address them.
• Evidence of stakeholder management and communication skills with an ability to influence and articulate business/technical outcomes using simple, clear language
• Evidence of strong leadership and people skills, with experience of managing diverse teams and an ability to motivate, inspire and guide others to deliver in an uncertain and fast-paced environment.

What you'll receive in return…

• A Competitive annual salary, car cash allowance, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
• Hybrid working between your home (2-3 days a week) and our Reading HQ office at Green Park (2-3 days a week) or Glasgow (2-3 days a week)
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
• Private Medical Insurance, Life Assurance and Income Protection
• Free mobile phone package & unlimited sim-card
• On-site car parking (including electric!) - Reading only
• .... Plus lots more including wellbeing and learning & development benefits!

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Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.