David Joseph

Experience

• 

  Civica

  Aug 2015 - Oct 2023

  • Responsible for project managing the implementation of SaaS products for 20+ clients across the education sector• Defined project objectives, scope, and key deliverables through the development of project initiation documents• Developed comprehensive project plans aligned to hybrid waterfall and AGILE methodologies• Estimated development and delivery effort and secured resource and budget through business cases• Managed sprint backlogs and led on grooming and prioritisation for product customisation and enhancements• Conducted sprint review meetings and led on retrospectives as part of continuous improvement towards delivery• Developed and maintained strong client relationships and acted as the first point of contact as a key Account Manager• Engaged with client stakeholders to define business goals and elicit requirements• Managed the change control process to prevent scope creep• Successfully led a project team comprising of business analysts, developers, and testers across multiple projects• Actively managed a RAID log, ensuring effective mitigation and intervention for risks and issues• Effectively monitored and managed progress against plan, escalating as necessary and providing periodic project reporting at Board level Show less • Responsible for project managing the end-to-end bid development process for 9 opportunities, resulting in a 77% success rate• Led a cross-functional bid team including subject matter experts, product & technical experts, proposal authors and legal experts• Developed detailed plans to enable coordination of the end-to-end bid process• Led on daily stand-ups to ensure all aspects of bid development were on track, taking necessary steps to unblock issues• Engaged with clients to understand and document their customer profiles, strategic and operational outcomes, priorities and constraints, resulting in high-level requirements for bid development• Engaged with internal teams as well as third-party partners to develop relevant bid content• Developed and managed the budget for all bids, including resource allocation• Identified and assessed potential risks associated with different bids and developed relevant risk mitigation strategies• Implemented a robust and rigorous quality assurance process to ensure the bid response meets high standards Show less • Responsible for project managing two key internal transformation projects resulting in cashable savings of over £1.7m o Project 1 – Accounts Payable Transformation – Including designing and implementing new Business Processes, managing the full implementation cycle of new critical software and managing the challenges associated with remote working due to Covid-19 – Resulting in cashable savings of £1.2m o Project 2 – Internal Contact Centre Transformation – Responsible for project managing the full program of transformational projects within our internal contact centres including Performance Management framework, IT review and refresh, introduction of MI tools and training & coaching for Senior Management and Team Leaders – Resulting in cashable savings of over £500k• Successfully project managed over 15 asset management software projects for end clients, including managing moves to fully managed services for 3 customers• Responsible for the delivery of an operational change portfolio of 40+ projects focused on end user computing, networks, and software deployments Show less • Successfully Implemented a new performance management framework, including the design and deployment of new MI tools, quality monitoring criteria, SMART targets and training & coaching for Senior Management & Team Leaders• Re-designed the IVR to support Channel Shift through self-service and routing through digital channels• Managed the implementation of call coaching to reduce call average handling times, reducing in cashable efficiencies• Curated and managed the implementation of a training program designed to cross-skill customer service agents across telephony and face-to-face channels• Managed the implementation of Workforce Management tools and re-designed business processes• Undertook a service review to assess compliance with regulations such as GDPR, PCI (Payments) and Health & Safety standards and developed a plan of action Show less • Direct line management and associated duties of a team of 17 telephony officers dealing with a range of Revenues & Benefits queries. Joint management responsibility of 50 staff covering Face-To-Face and telephony enquiries.• Substantial experience and knowledge of using Excel to produce Performance Management statistics for teams. This includes creating and fixing formulas and Visual Basic code to ensure correct data is reported.• Leading on a successful telephony transformation program, including the review of IVRs and processes, resulting in a channel reduction of 20%• Partaking in the Due Diligence process for new clients resulting in successfully incorporating a new client into the business Show less

  • Project Manager - End Client Projects & Account Management

    Oct 2021 - Oct 2023

  • Project Manager - Bid Management

    Mar 2021 - Sept 2021

  • Project Manager

    Oct 2018 - Jul 2021

  • Project Manager - Revenues & Benefits Customer Services Transformation

    Feb 2018 - Sept 2018

  • Team Manager - Revenues & Benefits Customer Services

    Apr 2016 - Feb 2018

  • Customer Service Advisor

    Aug 2015 - Apr 2016
• 

  DCJoseph LTD

  Nov 2023 - now

  Project Manager

  Providing Project Management services building upon previous experience and skills in ITFirst contract: 3 month initial contract (extended for a further 6 months) with Shrewsbury & Telford Hospital NHS Trust with responsibility to deliver Network Switch Migration and Network Cabling Replacement