Job description Posted 23 June 2020

Customer Service Transformation Project Manager

Brentford

12 months initial contract

Up to £550 per day (umbrella)

The role of customer services project manager will support the customer services transformation lead through delivery of the following:

  • Regular update of Programme plan & flagging early warning signs
  • Active Risk Management
  • Proactive follow up on Action Logs
  • Governance
  • Cost Control / Tracking
  • Change Management process & planning
  • Ensure an effective communications strategy is put in place and implemented
  • Report progress of the programme at regular intervals in the format and frequency agreed with the customer services transformation lead.
  • Assist team in preparing for stakeholder approvals and ensure the governance framework is followed
  • Manage and deliver any required change in programme outcome/s to meet changing business need and ensure this is fully documented and approved.
  • Carry out interim programme reviews and ensure learnings are embedded within the programme.
  • Manage the realisation of benefits according to the agreed plan.

They will play a key role in the transformation team and pull together different elements of programme management to assist in the transformation & the successfully stabilisation of the customer supply chain operation.

They will interact with multiple stakeholders globally from VP level to local grade 8/9 across multiple regions and cultures. Key to the success of the transformation will be a cultural shift including people that have not sat within a supply chain function previously – it is therefore critical that this is co-ordinated in a joined up way.

Key Experience:

  • Given the global nature of the customer services transformation it is imperative that the PM is able to form an effective plan to engage the CS community through various means (F2F, email, workplace) to ensure that the culture of the new function is developed.
  • There will be a need to interact with various stakeholders some of which will be senior in the organisation – it will be important that the PM comes across as a credible part of the team
  • Given the level of change there is likely to be a period of time where the organisation is less stable that in the future state. The PM will need to be aware of personal resilience and the resilience of others.
  • The CS operations will be driven by digital data and analytics in the future – the PM will need to be aware of this activity and also be able to link places to this agenda.
  • There will be a need for significant cross functional working across the CSC and pharma supply chain organisation therefore PM must be able to perform in a matrix environment and hold peers to account for performance.


Additional information about the process

All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!

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