Vision
Our Vision is for Capita Digital Learning to be a world class digital learning partner for our clients. This allows us to improve our clients’ organisational capability and jointly deliver better business outcomes for them.
To achieve this, we need to be agile and focus on delighting our clients and invest in our Learning capability.
We are organised through three teams:
Our CLIENT team is our primary presence in the marketplace. They drive growth, understand and delight our customers, find and manage new strategic partners and be responsible for ensuring we deliver against our customers’ needs whilst delivering the right level of return.
Our LEARNING team provide our learning intellect and horsepower. They push the boundaries on our learning products and services and ensuring that every single learning intervention has been designed to (at least) deliver against customer needs and business outcomes.
Our DELIVERY team ensures flawless service delivery. Our frontline colleagues ae critical in fulfilling our client promise.
All three teams collaborate seamlessly. The CLIENT team identifies and shapes our client needs. The LEARNING team translates these needs into a service, programme and business outcome. The DELIVERY team ensures flawless delivery and strive to exceed our clients’ expectations.
Job purpose:
This role is responsible for leading Capita Digital Learning’s Project Management Office, driving operational excellence and delivering value for the business and clients.
Key activities and responsibilities:
- Establish practices and standards for project and portfolio management, ensuring Delivery Managers are enabled to manage £100k+ revenue per month.
- Support the delivery of commercial targets, ensuring projects are delivered on time and to budget.
- Drive operational excellence through continuous improvement and support the business in improving its efficiencies and overall profitability.
- Collaborate with the Client Growth team to scope, cost and price projects in line with agreed standards and commercial initiatives.
- Collaborate with the Capita Digital Learning Management team to define and execute the business unit’s strategy.
- Establish and maintain a competitive supplier and contractor network for PMO related capabilities and capacity.
- Lead and develop a team of Delivery Managers.
Key performance indicators:
- Team efficiency and utilisation
- Portfolio delivery against planned budget
- Quality of delivery and products
- Customer feedback and retention of contracts
- SLA and KPI compliance
- Employee satisfaction results
- Staff retention and succession planning
Skills, Knowledge & Experience:
- Proven work experience operating as Head of Delivery managing a team of Snr Project Managers.
- Experienced in business and people leadership with financial acumen and creativity.
- Strong business acumen with the ability to think strategically.
- Real focus on customers including account management, service delivery and customer service.
- Managing client facing engagements at a strategic level in a customer-focused service led environment.
- Strong service orientation with the ability to have difficult customer conversations.
- Excellent interpersonal and team management skills.
- Strong analytical, problem-solving, influencing and negotiation skills.
- Project/Programme management.
- Managing difficult conversations and difficult decisions.
- Very strong communication and relationship management skills.
- Customer focussed with the ability to manage customer expectations.
- Strong internal and external stakeholder management.
- High level of accuracy and attention to detail.