Customer Project Manager

Position Summary

A Customer Project Manager is responsible for ensuring all customer delivery projects are delivered on time, to scope, within budget and to the satisfaction of the customer. Ensuring projects are managed and tracked making sure risks, issues and dependencies are appropriately flagged and mitigating actions put in place.

The Project Manager orchestrates the delivery of the overall portfolio of work according to a clearly defined scope of work, within agreed timelines and cost, again ensuring great quality and high customer satisfaction, .

This role will be part of an important and interconnected practice that support engineering, delivery and service introduction teams. As well as being responsible for delivering their portfolio of projects on time, it is required that project management standards and processes are applied to deliver projects to a high standard, on-time and within budget.

Role Mission

Claranet’s strategy is to build long-term, trusted relationships with its customers by delivering market-leading, integrated managed services. The role is customer facing, delivering the overall portfolio of work, ensuring customer projects are delivered on time, within the budget and to a high-quality standard to clients.

Objectives and Key Results

• Orchestrate the delivery of our full multi-solution portfolio which will contribute to our NPS and revenue growth
• Adhere to the agreed project management framework, driving a consistent approach and ways of working across all projects
• Manage multiple customer projects making sure risks, issues and dependencies are appropriately flagged and mitigating actions put in place, ultimately, decreasing project escalations to SLT through effective project management.

• Adhere to project management governance, processes, tools, and templates to ensure a consistent project management experience whether it’s a single product, practice or cross portfolio customer project
• Successful delivery of customer projects to the agreed timelines, effort, scope, and cost to the satisfaction of the customer, in line with the contractual obligations
• Monitor, track and report project progress and provide regular updates to relevant stakeholders, identifying and addressing any issues or risks that may impact delivery
• Manage and report on project success criteria outcomes, metrics, budget, test and deployment activities across multiple levels of business users.
• Ensure all project documentation is up to date, accurate and easily accessible
• Work closely and in a documented manner with Customer Success and Growth teams to understand and capture customer requirements and ensure opportunities are aligned and commercially underpinned with the right delivery components costed in to deliver them
• Ensure that data is accurate, and all projects are tracked and closely managed to provide visibility for forecasting and reporting purposes
• Have close collaboration as a team with Technology Practice teams to drive operational effectiveness and performance improvement.
• Full project life cycle ownership: successful project delivery will include full implementation from initiation to deployment of multiple initiatives simultaneously
• Manage all aspects of multiple related projects to ensure the overall program is aligned to and directly supports the achievement of strategic objectives
• Prepare estimates and detailed project plans in adherence to agreed standard project management framework for all phases of the project
• Assist in dispute, negotiation and risk mitigation as needed
• Develop and manage all aspects of project engagement from planning, external vendor relationships, communications, resources, budget, change, risks and issues
• Manage all change requests for projects, gaining appropriate customer and internal approval in a timely fashion ensuring all additional costs are approved and charged

• Customer Success and Growth - ensure the team work closely and in a documented manner with Customer Success and Growth Teams to understand and capture customer requirements
• Customer Experience and Managed Services – ensure projects are aligned to the managed services framework and onboarded effectively through the transition into service process
• All teams within PMO – ensuring projects are resourced, aligned with correct portfolio delivery pathways

Behavioural competencies – organisational and behavioural fit

• Flexible and creative to take considered risks
• Learn and adapt quickly to changing situations
• Self-motivated and able to work under pressure
• Ability to travel to different sites and locations on a weekly basis
• Ability to prioritise multiple complex tasks, whilst working to tight deadlines
• Demonstrable ability to motivate and hold others accountable for delivery
• Manages conflict and challenges in an open and constructive manner

• Proven track record of successfully managing delivery of projects (experience in delivery of Cloud, Security, Workplace or Network projects)
• Solid understanding of project management techniques, methodologies, and best practices
• Strong oral, presentation, and written communications skills
• Good awareness of the Cloud, Security and Workplace services market and an understanding of the technologies and skills needed to deliver high quality customer service and successful project delivery.
• Strong interpersonal skills with the ability to engage with and persuade stakeholders at all levels within the business
• Experience working with external suppliers and partners supporting the delivery of complex solutions
• Knowledge of documentation requirements relating to project delivery
• Good commercial awareness and financial management skills
• Pro-active and needing minimal supervision
• Excellent written and verbal communication skills

About Claranet

Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.

We are agile, focussed and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.

Working For Claranet

Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean it). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms, and app supported benefit access.

But what we think makes us different is ‘Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce. We are also very proud members of Tech Talent Charter, a government supported, industry-led membership group created to address the UK’s tech talent shortage and diversity gap through collective action.

Our Vision

Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.