Client Delivery Consultant-UK
The Workplace Experience Consulting (WXC) Delivery role has been designed to complement the existing consultancy skills within the WXC team by adding delivery experts who expect to spend 60% - 80% of their time working with clients on technology transformation projects. The successful applicant will become their client's trusted advisor, making recommendations on user experience, change management and user adoption that are both commercially and technically sensitive. This is a challenging role, requiring the ability to work with and support a delivery team while promoting WXC best practice and keeping the end user at the heart of all decision making.
Skills and Experience
Strong background in managing end user technology delivery and the change management requirements therein when delivered as part of a large digital transformation
Experience in designing and defining user support procedures around applications, processes, deployment and collaboration
Extensive understanding of SLAs, measurement, monitoring, reporting and quality assessment and assurance
Proven ability to negotiate and influence with a wide range of internal and external stakeholders at all levels.
Strong, confident and professional communication skills, including oral presentation and creating effective, accessible presentation material
Ability to present confidently with different audiences, from peers to C-level executives and communicate with users at all stages of the digital literacy spectrum
Ability to balance end user/client requirements with commercial responsibilities
Experience with contractual SLAs, KPIs and contract negotiation
High level troubleshooting and problem solving - experience in resolving conflict, offering world-class customer service and root cause analysis
Commitment to continual service improvement and proven history of delivering improvements
Experience in data analysis, ability to highlight emerging themes from research and data
Thorough understanding of the tools used to create user support frameworks, such as ServiceNow, IBM BigFix and SalesForce
In-depth knowledge of Office 365 including Microsoft Teams and Skype for Business.
Ideally, qualified in, or familiar with ITIL, COBIT, GDPR, PCI and ISO frameworks
Skills and Experience
Previous application of XLAs, the journey from SLAs, the ability to define and measure experience, and how to articulate the differences
Understanding of Agile methodology for the effective integration into the wider team and development of collateral in association with colleagues and collaboration with delivery resources
Capability in the design and delivery of training material and courses to a broad and diverse audience
Technical architectural knowledge, affording the understanding of design decisions and their impact on users.