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 escalate 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 How to Apply: If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available. 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.