Awarded to Experis Limited

Start date: Monday 6 January 2020
Value: £65,200
Company size: large
Restoration & Renewal Programme (UK Parliament)

Relationship Manager

12 Incomplete applications

10 SME, 2 large

45 Completed applications

42 SME, 3 large

Important dates

Thursday 7 November 2019
Deadline for asking questions
Monday 11 November 2019 at 11:59pm GMT
Closing date for applications
Thursday 14 November 2019 at 11:59pm GMT


Specialist role
Service manager
Summary of the work
Relationship Manager for Restoration & Renewal Programme Digital Service.

One CV submission only per provider.
Latest start date
Monday 2 December 2019
Expected contract length
12 months
Organisation the work is for
Restoration & Renewal Programme (UK Parliament)
Maximum day rate

About the work

Early market engagement
Who the specialist will work with
The Relationship Manager will be working within the Service Management Office, a service management team, also comprising an SMO Lead, a Project Manager, a Business Analyst, a Service Management Officer, a Finance & Asset Officer, an Accreditation Lead, a Service Transition Manager and a Service Insight Analyst. The role will also regularly interact with service providers and other members of the Data & Digital team.
What the specialist will work on
The role is to manage the service portfolio to ensure customer satisfaction to the highest level, to maintain customer relationships, engage in supplier management and help develop and oversee a service integrator framework. This includes all aspects of the relationship management between all parties and developing the processes, activities and monitoring requirements to ensure customer success. The role is expected to continually review, challenge and modify these aspects to make the discipline mature and well-run. The Relationship Manager will be part of a service management team and will be expected to contribute and cover for other roles within it.

Work setup

Address where the work will take place
7 Millbank & the Parliamentary Estate
Working arrangements
Typically, onsite 5 days a week; some remote working is possible when appropriate.
Security clearance
The specialist will have to undergo Parliamentary security clearance; other clearances do not expedite this. The only exception is if the specialist already has a Parliamentary pass.

Additional information

Additional terms and conditions
Parliament's Mandatory Terms for External Contract Agreements (available upon request)

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • 5+ years experience of ITIL practices
  • 5+ years experience of service portfolio management
  • 5+ years experience of consulting in service implementation and continual service improvement
  • Deep understanding of ITIL practices
  • Previous in-depth experience of customer and stakeholder relationship management
  • Previous in-depth experience of supplier management
  • Previous in-depth experience of service integration and management
  • Previous in-depth experience of performing CSI on own practices
  • Experience of deputising in other service management roles
Nice-to-have skills and experience
  • ITIL qualified (version and level required)
  • Experience of other ITIL practices
  • SIAM qualified

How suppliers will be evaluated

All suppliers will be asked to provide a work history.

How many specialists to evaluate
Cultural fit criteria
  • No-blame culture and encourage people to learn from mistakes.
  • Supportive of and mentor to colleagues with less experience.
  • Challenge the process and champion their discipline.
  • Working as a team within a programme structure and with suppliers.
  • Active Stakeholder Management.
  • Can explain technical aspects to non-technical people.
Additional assessment methods
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Is this role expected to be inside ir35?
As a DOS4 supplier, you have already stated that you work outside of IR35 under the framework agreement. We currently believe that this role would fall outside of IR35 but an ESI assessment has yet to be performed. Should the outcome of such an assessment not be in line with supplier expectations then there is no obligation on the part of the supplier to accept the role if it is offered to them.
2. Can the Authority confirm if they are working with an incumbent supplier ?
There is no incumbent supplier for this role.
3. Is it SC clearance required or is it a special clearance for the Parliament?
Parliament performs its own security clearance.
4. Is the advertised day rate inclusive of VAT
The day rate is exclusive of VAT.
5. What are the criterias for the Security Clearance required for this role?
Parliamentary Security Clearance is required. This follows from BPSS clearance ( which is conducted by the bidder.