Communications Service Delivery Manager

England,East Sussex
Up to £56667.00 per annum + excellent benefits
12 Jul 2018
09 Aug 2018
Hiteshkumar Patel
Job Discipline
Experience Level
Public Sector
Contract Type
Full Time
Job - Fixed Term Contract - Communications Service Delivery Manager - £56,667 pa 18 Mth contract - Brighton

Your new company

The Pensions Regulator (TPR) is responsible for protecting workplace pensions in the UK, working with employers and those running pensions to help people save safely for their retirement. They have an excellent office location in the heart of Brighton and have a diverse, lively and professional growing workforce. TPR are committed to making their office a great place to work and doing all they can to support their people to reach their full potential. Join an expanding team for the chance to be a part of the biggest change to pensions in a generation.

Your new role
TPR are looking for a Communications Service Delivery Manager to manage all aspects of the delivery of Auto Enrolment (AE) communications services provided by their partner Capita and other key services provided via the Technology and Change Services department (TACS).

You will:

* Manage delivery of AE communications delivered by Capita according to the campaign lifecycle; ensure delivery against strategy, contract and according to budget
* Manage the end-to-end planning process for Capita communications and ensure campaign execution meets deadlines and milestones
* Manage all aspects of Communications Service change and delivery; review supplier proposals, and ensure appropriate governance, value for money, quality and timeliness of implementation
* Establish and maintain relationships with internal and external stakeholders
* Identify efficiencies and ensure effective ways of working between the AE Programme Team and Capita
* Manage Capita performance as per contract: monitor and control the communications services delivered, assure monthly management information and own and resolve incidents, escalations and conflict
* Ensure achievement of service benefits; conduct evaluation and lessons learnt
* Manage test and acceptance process for work packages and service releases
* Establish and maintain appropriate procedures for the monitoring and continuous improvement of communications service management and delivery
* Plan and perform regular service reviews and audits
* Contribute to the future strategic direction of communications change; ensure the service meets the evolving needs of employers (and other audiences) and understand the wider impact of communications change
* Deputise for the Head of Campaigns and represent TPR Communications at Automatic Enrolment Boards as required
* Manage risk including appropriate governance, mitigation and escalation
* Responsible for the CRM infrastructure used within communications (tactical and strategic).
* Responsible for working with TACs colleagues to manage tactical changes to our current CRM and representing the communications directorate on any strategic CRM initiatives.
* Responsible for interfacing with the Data team to enable a data centric approach to communications campaign activity.
* Represent communications directorate as required on corporate governance panels (Information Management Forum and Data Panel).
* Line manage the Communications Service Delivery adviser.

What you'll need to succeed

* Management of complex projects with multiple elements and relevant dependencies
* Expertise in working with communications agencies and delivery of outsourced communications services
* Supplier contract / service management including performance management
* Business / customer relationship management
* Knowledge of the print and publication process
* Campaign life-cycle management; campaign design and management methods (online and offline); particular focus on CRM and data driven direct marketing
* Experience of working with multi-channel customer contact centres

What you'll get in return
As well as a salary of up to £56,667, TPR offer:

* Civil Service Pension arrangements, which are recognised as some of the best in the pensions world
* discretionary bonus arrangements
* 25 days annual leave provision
* flexible working arrangements
* development opportunities
* enhanced parental leave arrangements
* a free employee assistance programme
* an excellent office location.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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