CRM Project Manager
This is an exciting opportunity to join our team as a CRM Project Manager on a fixed‑term contract basis for 9-18 months, working in our Glasgow and Edinburgh offices. This is a high impact role at the centre of a major transformation programme that will shape how we support people affected by crime across Scotland.
Working week and salary
- Mon‑Fri (4 days per week, flexibility considered) 9am – 5pm.
- Salary band: £47,266‑£62,420 (pro‑rata). Salary on appointment will normally be at the lower salary point, with progression subject to review – in line with VSS progression arrangements. A higher salary placing will only be considered in exceptional circumstances subject to experience demonstrated.
Primary location
Glasgow & Edinburgh offices. You will be expected to cover throughout other localities/offices.
Key Accountabilities
Discovery, Process Mapping & Solution Design
- Lead detailed current‑state and future‑state process mapping across VSS services.
- Engage staff and volunteers to identify needs, gaps, and opportunities.
- Translate business processes into structured functional and technical specifications.
- Define workflows, data structures, integrations, and reporting requirements.
- Ensure alignment with data protection, accessibility, and cyber‑security standards.
- Identify and articulate non‑standard requirements early, particularly where D365 may require configuration or workaround solutions.
Business Analysis & Requirements Translation
- Act as the lead business analyst for the programme.
- Produce high‑quality documentation suitable for system configuration.
- Validate requirements with stakeholders and ensure shared understanding.
- Maintain traceability from business need through to system design.
Procurement, Tendering & Commissioning
- Develop and deliver the procurement strategy (partner and, if required, platform).
- Prepare tender documentation, evaluation frameworks, and scoring criteria.
- Lead a transparent, compliant end‑to‑end procurement process.
- Coordinate internal evaluation panels and support decision‑making.
- Lead supplier appointment and support contract negotiation.
Implementation Partner Management & Challenge
- Act as the primary interface between VSS and the CRM implementation partner.
- Ensure delivery against agreed milestones, quality standards, and budget.
- Critically review and challenge supplier designs and assumptions.Ensure system configuration reflects VSS operating model (not vice versa).
- Manage risks, issues, dependencies, and change control processes.
Project Delivery, Governance & Reporting
- Establish and maintain robust project governance structures.
- Maintain core project artefacts (plans, RAID logs, decision logs, dashboards).
- Report regularly to the CRM Review Panel.
- Manage dependencies with wider organisational programmes.
- Maintain pace and focus in a high‑demand delivery environment.
Stakeholder Engagement & Change Readiness
- Facilitate workshops, consultations, and design sessions.
- Ensure strong engagement across operational and support teams.
- Support organisational readiness for system adoption.
- Maintain clear, consistent internal communication.
Quality Assurance & Implementation Oversight
- Ensure all deliverables meet agreed specifications and standards.
- Oversee testing processes (UAT, data migration validation, system assurance).
- Work closely with Digital & IT to ensure technical compliance.
- Provide oversight of licensing implications and cost drivers (D365).
Experience and Personal Attributes
You will bring experience from a similar role and a commitment to your own professional development. As a confident and supportive leader, you will know how to motivate others, build trust, and drive performance. You’re comfortable working with data gathering, analysing, and presenting insights that help shape decisions. You believe in fairness and inclusion with the confidence to challenge discrimination, bias, or stereotyping when you see it.
What we offer
- Holiday – Enhanced annual leave package of 39 days (pro‑rata) holiday; 42 days (pro‑rata) from Grade 6 and above.
- Pension – Save for the future and join the Standard Life Pension. Our generous employer contribution will help you plan for the future.
- Support – Free and confidential Employee Assistance Programme for mental, emotional and physical wellbeing; enhanced maternity and paternity pay; access to a credit union.
- Discounts – Free health cash plan covering you and your family including dental, virtual GP, counselling, legal support; discounts on gym memberships, cinema tickets, retail and more.
- Flexibility and development – Flexible and inclusive work policies; comprehensive learning and development opportunities.
We’re an equal‑opportunity employer. If you require any adjustments in the application process, please let us know: Jobs@victimsupportsco.org.uk
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