About The Company
Working Days: Monday to Friday - 08:00 - 16:30
Key Responsibilities Delivery & Governance
- Lead and support on project delivery across service desk operations.
- Define scope, objectives, timelines, and deliverables in line with business priorities.
- Develop detailed project plans, RAID logs (Risks, Assumptions, Issues, Dependencies), and reporting frameworks.
- Ensure projects meet agreed time, cost, and quality targets.
Stakeholder Management
- Engage with senior stakeholders (Operations Directors, Team Leaders, IT, HR, external customers)
- Act as the main point of contact for project updates and escalations.
- Translate business requirements into actionable project plans.
- Manage expectations and ensure alignment across departments.
Risk & Issue Management
- Proactively identify risks and develop mitigation plans.
- Manage and escalates issues appropriately.
- Ensure compliance with governance frameworks.
Essential Hiring Criteria
- Proven experience in project management
- Experience within a call centre or customer operations environment
- Strong stakeholder management and communication skills
- Experience delivering operational change or transformation initiatives
- Knowledge of project methodologies (Agile, Waterfall, PRINCE2, or similar)
- Strong analytical and problem-solving abilities
Desirable
- Experience with contact centre technologies (e.g., CRM, dialler systems, WFM tools)
- Understanding of customer journey mapping and CX optimisation
About The Role
OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.
Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values -Trust, Respect, Unity, and Empowerment
We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.