FILLED CRM Programme Manager (ref TM6038)

CRM Programme Manager [ref TM6038]

Interim, 3 months, London Based
to £550 per day, Immediate start

Role Summary

Our client is a Financial Services Organisation which provides Regulation in the Consumer Finance area. They are undergoing a significant merger with another regulatory body and need help to review the structure of their CRM Programme.

They are looking to add an experienced Programme Manager with experience of setting up CRM projects. The successful candidate will be able to provide advice and guidance on :

1. Overall Software Development Lifecycle
2. Design/Development Disciplines and Techniques
3. Tooling guidance
4. Contract / Training / Coaching

Role

There is a need for a Consultant to work with the CRM team over a period of 12 weeks (estimated). The Consultant will clarify the CRM programme's approach to software development, across the internal team and the suppliers. This will clear up any uncertainty and enable project planning to progress with the full understanding of the underlying process and its steps.

The requirement has arisen because the CRM Project was re-scoped to look holistically at the entirety of the impact of a new CRM solution. It was deemed necessary to revise the CRM project and create a complete programme of work.

This re-scoped CRM programme includes:

• Core CRM software solution based on Salesforce.com
• the consumer contact centre scope;
• new authorisations and supervision;
• the unknown impact of data migration;

Key skills and Requirements

Mandatory

• An extensive understanding and experience of the systems development lifecycle, the primary options and their strengths and weaknesses
• Ability to structure projects and manage Stakeholders
• Experience of CRM projects - Salesforce.com would be a bonus

Detailed skills/requirements:

The Consultant will need to support:

Overall Software Process

• Lifecycle: Both the high-level software lifecycle, including phasing and key milestones, and the low-level day to day lifecycle, along with clarity on how they will interface

• Governance: An overview of what software lifecycle governance approaches will be used (e.g. Unified Process, DSDM Atern) and how they will map to Delivery Framework project governance

• Roles and responsibilities: The software development roles that will be used and their respective responsibilities. An outline of which roles will be filled internally and by partners and a proposed resourcing strategy for internal roles

• Terminology: A single set of clear terminology to describe lifecycle concepts (e.g. iterations, phases, tranches, waves, sprints or chunks)

• Artefacts: A description of which artefacts will be used, both internal Delivery Framework documents but also any externally partner-produced documents are to be produced. To include the approach to potentially conflicting documents (e.g. Business requirements documents, use cases, user stories)

• Standards: The CLIENT standards that should be adhered to

Disciplines and Techniques

• Agreement on how the disciplines (business analysis, architecture, development, test) will work and the techniques they will use

• Overall approaches per discipline: The high-level process that the DDI discipline teams will follow and [working with the relevant SMEs] how will they integrate into the BA and CTO approaches to yield a single unified way of working

• For business analysis: How requirements will be captured and agreed with the business and how change will be managed

• For architecture: The approach to be used to incrementally develop the Solution Architecture Document (SAD)

• For testing: The testing approaches will be used and when; including who has responsibility for each test type (CLIENT, Supplier A, Supplier B, etc)

• Which techniques will be used

• Business analysis: What BA techniques will be used, e.g. storyboarding, personas? [Working with BA SMEs]

• Architecture / design: Will the model-driven approach to systems design will be used?

• Test automation: What types of testing will be automated?

• Agile estimation and planning: Will Agile estimation and planning techniques be used to enhance planning under uncertainty?

Tooling Guidance

• Lifecycle: The lifecycle tools that will be used (e.g. HP ALM) to organise, manage and report on the day-to-day delivery. If Agile lifecycle tools are to be used (e.g. Rally), then a discussion of the integration approach if required.

• Discipline based tools: What discipline (BA, Test, Arch, etc) tools should be used e.g. Troux (CTO), Axure (BA), Rational Software Architect (SA), Erwin (Data) and how they will be integrated

AOB: Contract / Training / Coaching

• Contract: Support to the contracting process to ensure the CLIENT's interests are best protected, even when using an Agile lifecycle

• Training: Recommendation on training required (e.g. Use cases or tool-specific training)

• Coaching: Coaching to be provided to team members throughout the engagement, e.g. to help with iterative project planning