Assignment: 6‑month contract (Inside IR35) Day Rate: £450 to £500 per day Location: Durrington, Worthing (Hybrid working arrangements) Travel: Occasional international travel Potential: Strong likelihood of the role converting to a permanent position

Overview

Our leading utilities client is embarking on a major operational transformation programme and is seeking a Customer Operations Process Manager to support the deployment of a new Case Management system (ServiceNow) into their Contact Centre operations. This role will sit at the heart of operational change, process ownership, and technology adoption, ensuring the business is prepared for and successfully transitions into new ways of working.

Key Responsibilities

Process Ownership

Lead and own customer operational processes within the Contact Centre. Ensure processes are designed, documented, optimised, and embedded effectively across teams.ServiceNow Case Management Deployment

Play a critical part in deploying a Case Management solution (ServiceNow) into the Contact Centre. Work closely with Technology and the Product teams to understand requirements, functionality, and business impact. Support the move from design through to operational readiness and go‑live.Technology Partnership

Collaborate with the Technology Directorate to align business needs with technical delivery. Translate operational requirements into actionable plans for tech...