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Project Manager – CRM & Customer Support


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Job Summary

IRIS is the UK's market leading provider of business critical software and services to the UK accountancy and payroll sectors. IRIS has grown significantly over the past few years, largely through acquisition. This has resulted in a complex technology and process landscape and often inconsistent customer experience. The company has launched a Transformation Programme (FOCUS) to standardise its technology platforms and business processes in order to improve the customer experience and support future growth.

We have an opportunity for an experienced Project Manager to lead delivery of the new CRM and Customer Support platforms.  

The scope includes the Sales cycle (‘Lead to Order’), Case Management, Complaints Management and Knowledge Management and will deliver the selected software solution and transition business units from their legacy systems and processes with minimum business disruption.

You will be the key liaison point between the project and the relevant business stakeholders, working closely with the Business Analysts and the software vendor professional services organisation

Although the role is business focused, a strong ability to understand technical concepts and interfaces is essential.

You will undertake project management duties – scope, plan, budget, quality, risk and issue management, reporting etc. to ensure the project is delivered to agree time, scope, quality and cost.   Reporting to FOCUS Programme Director and PMO.


Main responsibilities 

Mandatory Skills

Project Management responsibilities are

  • Project management and control (scope, time, cost and plan)

  • Reporting

  • Changes to baseline – change control

  • RAID management

  • Team leadership skills are key

  • Good interpersonal skills are essential

  • Strong communicator – clear and logical thinker – hands-on

  • Stakeholder management

  • Vendor management

Programme Level responsibilities are:

  • Attend bi-weekly PM Scrum – Programme Stand-up

  • Be a key member of the Programme team

Adopt PMO best practice, processes and templates


Key Relationships


Business Stakeholders. Systems owners and Users.

Group IT teams.  Group Finance.  Sales.  Marketing.  BI Analysts 



Structured project management qualification, e.g. Prince2 or PMBoK



  • Has worked for a software company

  • Recent experience implementing CRM software implementation from Inception to Delivery

  • Recent experience implementing Customer Service software, preferably having implemented helpdesks for external customers

  • Vendor management  - 3rd party

  • Software integration/middle ware experience

  • Experience of delivering customer portals

  • IT Experience – 10 years

  • Project management experience – 5 years

Knowledge of NetSuite software would be an advantage




Key Skills & Qualities Required:


  • An analytical mind – inquisitive and interested in delivering business value from systems
  • Ability to work to parallel deadlines on a number of items simultaneously
  • Comfortable presenting to senior leadership teams
  • Systematic, methodical & proactive approach
  • Highly organised with an outstanding work ethic
  • Able to work with the minimum of supervision as part of a team
  • Comfortable with complex concepts and ability to apply theory and learning to practical situations
  • Ability to communicate confidently and clearly with staff and all levels of the business
  • Ability to work with a range of stakeholders 








Apply here

Closing date:
11 Apr 2017


On application

Reference No.:

Position type:
6 month contract

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