Customer Contact Transformation Lead Job at PA Consulting (London)

Service Transformation Lead

You’ll play a pivotal role in shaping the future of one of the UK’s most excitin...

Location

United Kingdom , Newbury; London

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

You bring significant experience leading service or operating model transformation in telecoms, technology, or a similarly complex industry
You have a strong understanding of customer service operations, including contact centres, digital channels, and partner delivery models
You’ve successfully delivered automation and digital transformation initiatives (e.g. AI, workflow automation, self-service)
You have strong commercial awareness and can link operational improvements to business performance outcomes
You’re confident influencing and engaging senior stakeholders across multiple functions
You have experience managing complex programmes with multiple dependencies and delivery partners
You’re a structured thinker with strong analytical and problem-solving skills
You understand industry trends and dynamics, with consulting experience as a plus

Job Responsibility

You’ll lead the development and implementation of the Service Operations Target Operating Model
You’ll deliver transformation initiatives aligned to Business Operations and Vodafone Business strategy
You’ll drive adoption of automation, digital channels, and AI-powered service capabilities
You’ll identify opportunities to reduce avoidable demand through smarter processes and improved customer journeys
You’ll define future-ready service delivery models across in-house and partner (BPO) environments
You’ll collaborate with cross-functional teams including Service Operations, CX, Product, Technology, and Business Enablement
You’ll translate strategy into structured delivery plans with clear milestones and measurable outcomes
You’ll track and deliver improvements in cost, efficiency, and service performance
You’ll engage and influence senior stakeholders, ensuring alignment and momentum across initiatives
You’ll proactively manage risks and dependencies to keep complex programmes on track

What we offer

Excellent basic salary
bonus
up to 28 days off plus bank holidays
paid time for charity work
discounts
vouchers
pension plan
learning tools
parental leave policies

Fulltime

Customer Contact Center Manager

The professional to be recruited will be responsible for: Ensuring the implement...

Location

Portugal , Lisboa

Salary:

Not provided

Egor

Expiration Date

Until further notice

Requirements

Degree in Management, Engineering, IT, or a related field (Master’s degree valued)
Proven experience in Customer Contact Center, Customer Operations, or Service Management roles
Demonstrated experience in the implementation, scaling, or transformation of Contact Centers
Experience in managing external service providers
Strong KPI-driven operational management mindset
Experience in recruiting and leading teams in an international environment
Analytical, structured, and process-oriented profile
Excellent communication and stakeholder management skills
Experience with CRM or case management tools (e.g., Microsoft Dynamics 365 or similar)
Fluency in English, with additional European languages considered a plus, namely German and/or Dutch

Job Responsibility

Ensuring the implementation and operational management of the Customer Contact Center (L1 support), guaranteeing its efficient day-to-day functioning
Defining and managing the CCC service model, scope, processes, and performance
Managing and overseeing external service providers, including contracts, SLAs, and KPIs
Defining, monitoring, and optimizing operational KPIs, namely First Contact Resolution, response and resolution times, customer satisfaction, backlog, and contact volume
Recruiting, onboarding, developing, and leading internal and external Contact Center teams
Driving standardization, quality, and continuous improvement across processes and operations
Defining and implementing the team training strategy in coordination with partners
Acting as the main interface between the CCC and internal stakeholders, including Technical Support, IT, Quality, Training, and Product teams
Supporting the implementation of new tools, channels, and automation initiatives within the Contact Center environment

What we offer

Professional development opportunities
Collaborative environment focused on innovation and continuous improvement

Fulltime

SAP S/4Hana Transformation – Materials Management & Warehouse Management Module Lead

We are seeking an experienced SAP S/4HANA MM & WM Module Lead to lead the design...

Location

India , Pune

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

10–12+ years of SAP experience with strong hands-on expertise in: SAP MM (P2P, Inventory Management, Valuation)
SAP WM (Classic WM)
At least 2 full-cycle SAP S/4HANA transformation projects in a lead role
Strong understanding of ECC to S/4HANA logistics differences and simplifications
Experience with MATDOC and inventory simplification
Business Partner (BP) concept
WM migration strategies
Exposure to Embedded EWM is highly desirable
Knowledge on LeanIX, Signavio for process flow preparation and discussion with business team, is an added advantage
Proven ability to lead module-level delivery in complex SAP programs

Job Responsibility

Lead MM and WM functional workstreams in SAP S/4HANA transformation projects (Greenfield, Brownfield, or Selective Transition)
Own end-to-end solution delivery for Procure-to-Pay (P2P) and Inventory & Warehouse processes
Act as the primary point of contact for MM & WM topics for business stakeholders and project leadership
Drive solution design and hands-on configuration for SAP MM: Purchasing, Inventory Management, Valuation, Account Determination
Drive solution design and hands-on configuration for SAP WM: Inbound/Outbound Processing, Putaway, Picking, Storage Types & Sections
Ensure adoption of S/4HANA logistics simplifications (MATDOC, FI integration)
Lead decision-making on Classic WM vs Stock Room Management vs Embedded EWM
Lead Fit-to-Standard (F2S) workshops and business process harmonization
Identify and manage custom code (RICEFW) impacts for MM & WM in S/4HANA
Support Business Partner (BP) and logistics master data conversion activities

Fulltime

Power Platform/Copilot Solution Engineer

The mission of Microsoft Business Applications is to help our customers digitall...

Location

Japan , Tokyo

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Technical pre-sales or technical consulting experience
Proven technical knowledge of the Power Platform or comparable enterprise scale customer experience solutions
Extensive experience in driving and designing a solution strategy as part of the overall opportunity lifecycle
Proven success demonstrating differentiated solution value and competitive advantage
Delivering customer-facing technical workload demonstrations to enterprise decision makers
Proficient Japanese in speaking and writing
Experience in identifying, driving and successfully landing pipeline and customer solutions in collaboration with sales leaders and team members
Extensive collaboration capabilities with technical pursuit teams designing cloud-based customer solutions
Success working with customers/stakeholders in presales or consulting engagements related to business applications workloads

Job Responsibility

Lead AI transformation engagements, such as demonstrations and pilot programs
Support the AI Biz Process SSP hunting effort by engaging with customer contacts, qualifying leads, and identifying partner co-sell opportunities
Proactively engage with customers to understand their unique business challenges and demonstrate how Power Platform and Copilot Studio can empower their employees, optimise workflows, and drive innovation
Own technical discussions, lead architectural design and proof of concept sessions, and provide strategic input to shape customer solutions
Lead technical engagements by organising demonstrations, workshops, and proof-of-concept sessions
Guide customers through technical decision-making, addressing challenges, and designing solutions that maximise the impact of Power Platform and Copilot Studio
Collaborate with sales, partners, and engineering teams to identify new opportunities, provide feedback, and drive product enhancements
Scale Customer Engagements: reach out to customers proactively and independently
Build Strategy: provide strategic, technical, and partner input based on Microsoft capability at the account level
Solution Design: demonstrating, presenting and applying architecture patterns for design, development, configuration, and deployment/adoption/governance planning

Fulltime

Operational Support Lead

We are currently looking for a full-time, permanent Operational Support Lead for...

Location

United Kingdom , Reading

Salary:

50000.00 GBP / Year

Thames Water

Expiration Date

June 26, 2026

Requirements

A full UK driving licence
Be fully competent at using IT systems and Office software
Ability to identify problems before they arise, as well as being a practical and intuitive thinker
A track record in project delivery, with the ability to demonstrate delivery against commercial and operational objectives
Experience in leading a small team and influencing other teams to achieve our goals
Be a tenacious and resilient individual with the ability to work with confidence in a challenging and reactive environment
Taking responsibility for the preparation of documentation for the risk review session as required
A confident speaker who can present to a frontline workforce the needs of the business and vision
Comfort level adapting your communication style to delivery teams as well as more corporate senior stakeholders, and to display demonstrable experience of this
The ability to articulate clearly business cases linked to benefits and risk

Job Responsibility

Regional point of contact for supplier relationships, making sure these partnerships work well and helping solve any problems
Leading and developing a small team within operational support
Providing insight and forecasts to help deliver year-end goals
Owning and delivering tactical projects to continuously improve performance and customer experience by identifying trends, analysing data, and recommending operational and process enhancements
Working closely with the Transformation team to deliver projects
Understanding operational requirements and commercial agreements to make sure our resources are based at the right locations against the correct working patterns
Working with the commercial team to facilitate supplier terms and conditions where required
Engaging with suppliers to control and coordinate onboarding
ensuring front-line teams have the necessary kit and equipment, ensuring accurate documentation, and compliance with internal processes
Managing and coordinating mandatory training for the front-line teams, supporting new initiatives, and helping keep the remote field teams updated with the latest news and briefings

What we offer

Offering a salary up to £50,000 per annum, depending on skills and experience, plus £4,500 car allowance
Annual Leave – 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays)
Performance-related pay plan is directly linked to company performance measures and targets
Generous Pension Scheme through AON
Generous Paternity Leave, including 4 weeks paid and an optional 2 weeks unpaid
Enhanced Maternity Leave, 26 weeks full pay and 13 weeks half pay
Access to lots of benefits to help you take care of yourself and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance

Fulltime

!

Solution Engineer - Security

Are you insatiably curious and do you lean into uncertainty, take risks, and lea...

Location

Hong Kong , Hong Kong

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

7+ years of related experience in technical presales and/or technical consulting roles preferred
Bachelor's degree in computer science, Information Technology, or related field preferred
Certification in any one of the following required: Microsoft 365 Security Administration or Azure Security Engineer, SC-200
SC-300, SC-400, AZ-500, CEH, LPT, OSCP, CIPP/E or GPEN and CISSP, CCSP, GSEC, CCIA, GSED, ECSA or GISP
Proven expertise in designing and architecting solutions that uphold confidentiality, integrity and availability across the security stack
Domains include Zero Trust and SASE
data protection and governance
labelling
DLP
risk and compliance management

Job Responsibility

Win the technical decision of customers to purchase and use our cybersecurity technology
Work in a team, enabling customers through digital transformation by leveraging the Cybersecurity Reference Architecture
Own and win the customers technical decisions, as well as find new opportunities through their contacts and work they are on for sales people to further pursue
Work within a virtual team of sales, technical, partner and consulting resources to help educate your customers at a technical level, demonstrate and prove our solutions, and win the technical decision allowing the team to achieve/exceed quarterly Microsoft 365 and Azure sales/usage targets in your accounts
Maintain and develop your deep technical expertise across Microsoft and non-Microsoft cloud-based security technologies
Be the lead technical subject matter expert for cybersecurity within your account teams
Deliver proof of Microsoft's technology solutions to customers and secure their agreement that our solutions meet the success criteria for their security architecture
Provide the sales team with valuable technical insights through business acumen to outperform competitors and demonstrate the advantages of the Microsoft Platform to customers
Effectively demonstrate the value of the Microsoft security platform to both CxOs and IT professionals
Help customers make technical decisions to build tomorrow's business and IT solutions based on Microsoft technology

Fulltime

Senior Solution Engineer - AI Workforce

Our purpose is to empower organizations to transform the way they work by harnes...

Location

Singapore , Singapore

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Bachelor's Degree in Computer Science, Information Technology, or related field AND 5+ years technical pre-sales or technical consulting experience OR a Master's Degree in Computer Science, Information Technology, or related field AND 5+ year(s) technical pre-sales or technical consulting experience OR 5+ years technical pre-sales or technical consulting experience OR equivalent experience.

Job Responsibility

Lead AI transformation engagements (e.g. demos, pilots) to win technical decisions and drive customer commitment to Copilot/Agents, including documented adoption plans and a smooth hand-off to Customer Success/partners for usage onboarding
Support AI Workforce SSP hunting effort by engaging w/customer contacts, lead qual., and partner co-sell opportunities
Assist in ME3 & ME5 & ME7 upsell opportunities
Generate new pipeline and competitive wins for M365 Copilot, Copilot Chat, Copilot Studio & Agents, ME3, ME5, ME7 and Frontline Worker by delivering impactful AI-powered demos/Art-of-Possible sessions, removing technical blockers, and highlighting Microsoft’s differentiation to secure deals and protect the install base
Craft scalable, secure, and modular architectures that align to customer’s enterprise strategy and technical roadmap while embedding security at every level
Maintain operational excellence with 100% deal hygiene – capture technical close plans and consumption plans in MSX for every opportunity, attach a partner to every qualified deal, and promptly escalate unresolved technical blockers
Continuously upskill to meet role expectations (achieve L200 consultative and L400 technical depth certifications) and contribute to team excellence by sharing at least one deal win/loss insight per quarter and engaging in regular coaching.

Fulltime

Product Manager

We are looking for a Product Manager to help shape and expand an enterprise AI o...

Location

United States , New York

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

At least 5 years of experience in product management or in a blended role spanning technical sales, solutions engineering, sales engineering, or business development
Strong familiarity with enterprise software offerings and AI or machine learning-based products
Ability to communicate effectively with both technical teams and senior business stakeholders
Prior experience working with or selling into financial institutions is strongly preferred
Established connections in financial services, hedge funds, banking, asset management, quantitative trading, or similar sectors are a plus
Proven success working independently in startup or other fast-moving environments with evolving priorities
Excellent skills in customer discovery, stakeholder management, and cross-functional collaboration
Demonstrated ability to lead execution and influence teams without relying on direct authority

Job Responsibility

Develop the strategic direction for an enterprise AI platform and convert business opportunities into a focused product roadmap
Partner with prospective and current clients to understand priorities, uncover challenges, and identify high-value use cases, especially in regulated sectors
Transform customer input and market findings into well-defined product goals, feature plans, and implementation priorities
Support commercial growth by shaping product messaging, leading tailored demonstrations, and contributing to enterprise sales conversations
Advise organizations assessing private or on-premises AI solutions by explaining capabilities, constraints, and deployment considerations
Collaborate with engineering to sequence initiatives, refine requirements, and ensure delivered solutions align with client expectations
Cultivate relationships with decision-makers and industry contacts across financial services and adjacent markets
Guide small cross-functional teams through execution, maintaining alignment on objectives, timelines, and outcomes
Create scalable approaches for product planning, customer engagement, and revenue-oriented expansion efforts

What we offer

medical, vision, dental, and life and disability insurance
enrollment in our company 401(k) plan

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Customer Contact Transformation Lead

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