Job Title: HCM Service Delvery Manager
Location: Milton Keynes
Start Date: June
Job Type: Contract

We are seeking a highly skilled and experienced Service Delivery Manager to oversee the hypercare period for a significant Human Capital Management (HCM) Systems Transformation project for our client. The successful candidate will be responsible for managing the transition from project implementation to Business As Usual (BAU) support, ensuring seamless service delivery and exceptional client satisfaction.

Key Responsibilities:

• Set up and manage the hypercare period for the UK release of the HCM Systems Transformation project.
• Coordinate closely with project stakeholders, including project managers, technical teams, and business representatives, to ensure timely resolution of issues and concerns during the hypercare phase.
• Act as the primary point of contact for client escalations and issues, providing prompt and effective resolution to maintain high levels of client satisfaction.
• Develop and implement hypercare support processes and procedures to address client needs and ensure smooth transition into BAU support.
• Monitor and track hypercare activities, including incident management, problem resolution, and service improvement initiatives, to meet service level agreements (SLAs) and project timelines.
• Collaborate with internal teams and external vendors to address technical challenges and optimise system performance during the hypercare period.
• Conduct regular status meetings and reporting to project stakeholders, highlighting key achievements, issues, and risks related to hypercare activities.
• Facilitate knowledge transfer and training sessions for BAU support teams to ensure readiness for transitioning into ongoing support after the hypercare phase.

Requirements:

• Proven experience in managing hypercare periods for large-scale system implementations, particularly in the HCM domain.
• Strong understanding of service delivery processes and best practices, with a focus on incident management, problem resolution, and continuous improvement.
• Excellent communication and interpersonal skills, with the ability to effectively engage with clients, project teams, and internal stakeholders at all levels.
• Demonstrated leadership capabilities, with the ability to lead cross-functional teams and drive results in a fast-paced environment.
• Experience working with ITIL or similar frameworks for service management is highly desirable.
• Relevant certifications in project management or service management are a plus.
• Flexibility to adapt to changing project requirements and priorities.

If you are interested in this opportunity, please apply now with your updated CV in Microsoft Word/PDF format.

Disclaimer
Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.

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