Description:
The Salesforce programme represents a transformational change for the firm. It is a key part of our wider client strategy, and central to the achievement of our strategic ambitions.
A critical role within the programme, the Salesforce Programme Manager is responsible for managing the implementation and adoption of changes to the way we collaborate across the firm to provide an exceptional client experience, including the implementation of a new customer relationship management (CRM) solution, and associated third party tooling.
The Salesforce Programme Manager will work closely with programme Sponsors, partners, other key stakeholders, and members of the wider programme team including the Salesforce Product Owner and team members from Business Development & Marketing, Technology, Finance, Legal & Risk, Sourcing, and our wider Projects & Change Delivery team.
Key Responsibilities
- Lead all aspects of programme delivery on behalf of sponsors, ensuring the programme delivers on time, on budget and to the required specification defined as part of roadmap planning.
- In doing so, lead a small team of experts made up of permanent employees, 3rd party consultants and independent contractors making sure they have clear deliverables and milestones and are performing effectively.
- Work very closely with the Programme Sponsors, notably the two partner sponsors, the firm’s Chief Growth Officer and other leaders across the firm such as the Directors of Business Development and Marketing, the firm’s CIO and the Projects and Change Director. Ensure they are well informed of progress, involved in key decisions and brought in to resolve issues or manage risks as needed.
- Plan realistically whilst retaining a level of flexibility; apply pragmatism to plans (quality, budgets, schedules) and estimate the effort required from others to achieve programme objectives or desired outcomes.
- Build and manage relationships with third party suppliers and consultants (Salesforce, Introhive and others), managing their performance and commercial arrangements.
- Facilitate the partner-led Steering Group and Programme Board meetings, ensuring both groups are operating effectively in line with the agreed terms of reference. Guide the programme through Technology governance processes including those relating to architectural design and operational readiness / service transition.
- Working closely with key stakeholders and the Global Product Lead to:
- develop an appropriate target operating model, and plan for successful transition to ‘business-as-usual’, so that new capabilities can be exploited in future.
- help guide the strategy, planning and implementation of data and integration activity to transform the way we use and manage data.
- Working with the Change and Comms Lead and other key team members, to develop and execute the change management strategy for the programme, effectively preparing the business for and successfully embedding changes.
- Rigorously manage the programme budget, including spend to date, forecasting, financial year accounting, contingency management and change control.
- Manage risks and issues through their timely identification coming up with mitigation plans and actions in a dynamic and collaborative way, escalating as required.
- Develop and maintain key programme-level documentation, including that to support end-of-phase approvals. Manage project or programme performance in accordance with the firm’s project delivery governance arrangements
- Significant experience of managing a Salesforce programme, including changing mindsets and behaviours, and transitioning new Client Relationship Management capabilities into ‘business as usual’, ideally in legal or professional services.
- A recognised project management qualification (eg MSP, PRINCE 2 Practitioner or APM equivalent), programme management or change management certification, and demonstrated continuing professional development.
- Highly developed interpersonal skills to effectively manage stakeholders at all levels and deal with sensitive and strategically significant decisions.
- Resilience and an ability to deal effectively with ambiguity and adapting to change in a fast-paced working environment.
- Strong commercial judgement and awareness, utilising this to advise senior stakeholders / decision makers.
- Experience working on projects or programmes alongside implementation partners / system integrators.
- Experience working in a global, matrix organisation to help shape and deliver strategic change.
Knowledge In The Following Areas Is Also Desirable
- An understanding of good data management principles and how good data drives business decisions.
- Understanding of the technical considerations in relation to implementing Salesforce such as integration middleware, data migration and software testing.