Awarded to Spring Technology

Start date: Monday 4 December 2017
Value: £150,600
Company size: SME
UK Export Finance (UKEF)

Delivery Manager - CRM Workstream

6 Incomplete applications

6 SME, 0 large

21 Completed applications

18 SME, 3 large

Important dates

Friday 20 October 2017
Deadline for asking questions
Tuesday 24 October 2017 at 11:59pm GMT
Closing date for applications
Friday 27 October 2017 at 11:59pm GMT


Specialist role
Delivery manager
Summary of the work
To explore integration with external data sources for referrals, leads and intelligence, to internal systems for building the customer record and profile; feed our data analytics capability to inform business decisions and leading improvement of the configuration and integration of existing tools to increase usability and adoption.
Latest start date
Monday 13 November 2017
Expected contract length
Twelve (12) months with possibility of extension. Two (2) weeks' notice for termination of contract.
Organisation the work is for
UK Export Finance (UKEF)
Maximum day rate
£550 - £650

About the work

Early market engagement
Who the specialist will work with
The specialist will primarily support the CRM Senior Responsible Owner (SRO) to ensure that the CRM workstream delivers its business objectives and benefits. There is a small existing team working on the current implementation of Salesforce which includes a Salesforce developer, business analyst and product owners. As UKEF transitions into an Agile delivery team, it may expand to include designers, testers, user researcher, content manager, service manager, enterprise architect, change manager, process manager.

Other key stakeholders include COO, Digital Director, Head of PMO, Executive Sponsor, Head of Communications, Export Finance Advisors, Exporters, Suppliers, business representative and subject matter experts.
What the specialist will work on
The delivery of one stream of UKEF’s Digital Transformation Programme – Customer Relationship Management (CRM). This will include reviewing and enhancing the current Salesforce implementation, the onboarding of new features, establishing UKEF’s CRM strategy and road map, liaison with the broader DIT CRM implementation, etc.

The Delivery Manager (DM) will be expected to work with the business at a higher level as well as getting into the detail to make things happen, and break down barriers for the delivery team. In addition, the DM will play a part in UKEF’s overall transition into Agile delivery.

Work setup

Address where the work will take place
UKEF Offices, 1 Horse Guards Road, London, SW1A 2HQ and possibly at other government department locations in Whitehall and other London-based organisations.
Working arrangements
A typical working day is 9am-5pm (however working outside of these hours may be required due to business/project need).

The role is based in London, but there may be travel involved to other regions of the country. Travel within London will not be covered but travel expenses outside of London would be covered.
Security clearance
This role will require Government Counter Terrorism Security Standard clearance.

UKEF will arrange for clearance should the successful applicant not already have it.

Additional information

Additional terms and conditions
The successful supplier will be expected to adhere to UKEF’s Data Security Policy (provided upon request).

UKEF reserve the right to seek clarification on applications prior to the appointment.

UKEF expect the successful supplier to be in a position to sign the service agreement as soon as possible, but no later than ten (10) working days from notification of appointment.

UKEF reserves the right to terminate the contract and will give two (2) weeks' notice of termination.

This role is deemed to be out of scope of IR35

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
  • Proven experience of delivering projects and products using appropriate agile project management methodology, with an understanding of user-centred design practices for customer relationship management
  • Experience working with / has a strong understanding of Salesforce and its capabilities with several successful implementations (references required) in comparable organisations (Financial Institutions)
  • Proven experience of delivering CRM strategies, practices and technologies used to manage and analyse customer interactions and data throughout the customer lifecycle
  • Demonstrable evidence of ensuring products are built to an appropriate level of quality for the phase (Discovery/Alpha/Beta/Live)
  • Strong negotiation skills and the ability to and influence external partners, stakeholders and customers to secure mutually beneficial outcomes
  • Highly articulate and credible at a senior level, consistently delivering accurate reporting as to the current state of play with regard to the delivery of your stream/service
Nice-to-have skills and experience
Experience working with other government departments on projects; utilising cross-government resources and guidance

How suppliers will be evaluated

How many specialists to evaluate
Cultural fit criteria
  • Be transparent and collaborative when making decisions.
  • Take responsibility for their work and measure progress by what you deliver.
  • Share knowledge and experience with other team members.
  • Get a working product in the hands of users early and often.
Assessment methods
  • Work history
  • Reference
  • Interview
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. In a brief statement, can I just confirm what key skills the ideal Delivery Manager should have for this role? Is Sales-force key deliverable?
Please refer to both the Essential Skills and Experience and the Nice to Have Skills and experience criteria
2. Can I confirm the time frame for interviews and turn around on this role, when are you looking to interview and the urgency of candidate availability (notice etc)?
We will look to notify shortlisted candidates w/e 03 November 2017 and then interviews the following week. However we cannot guarantee exact dates as this depends on staff availability. Ideally we would like the successful candidate in place by mid-to-late November 2017.
3. Does the resource need to be SC cleared?
To work at UKEF, the candidate requires CTC Clearance. However if clearance is not held, this will be organised and sponsored by UKEF. The candidate will have to operate on an escorted visitors pass until clearance is obtained if not already held.

SC Clearance is higher than CTC, so evidence of SC Clearance would be sufficient.
4. Is the start date of 13th November fixed? Would a date of 4 weeks from award be acceptable as we would rather provide the best skilled people who are currently ending programmes than supply the next available resource on the bench, thanks.
The date of 13 November 2017 is advisory and is the ideal date should shortlisting, interviewing and final evaluations occur quickly. This is dependant however on staff and candidate availability. From our view, from the date of award, we would look for the candidate to start ASAP and within two (2) weeks maximum.
5. Will this be inside or outside IR35?
This will be outside of IR35 regulations
6. Regarding the CTC clearance status, if the candidate does not hold active CTC clearance and is willing to go through the process, can this be considered, if yes will you sponsor the security clearance?
Yes, we would sponsor clearance should it not be held already
7. Can any other higher security clearance be considered?
CTC is the minimum, if higher clearance is held that is fine, we would just require evidence of such clearance to produce a building pass.
8. What is the lead time for feedback once the application is submitted?
We are looking to shortlist initial applications by w/e 03 November 2017. Feedback to candidates not shortlisted will occur by 05 November 2017.

We cannot at this stage indicate feedback for fully evaluated candidates as this will only happen once all interviews have been held and scores moderated.
9. Any chances of change in start date as the latest date mentioned is Monday 13 November 2017?
This is indicative only and is subject to change. Be advised we are looking to turn this around and award ASAP. From the date of award, we would expect the candidate to be in place within two (2) weeks.
10. What are the other expenses which will be paid?
Expenses that would be paid would be if we asked the candidate to travel to locations outside of London and the Greater London Area as part of their work. We would normally organise travel internally, however subsistence would be reimbursed for these occasions.

No other expenses will be paid.
11. What are the exact work locations?
Please refer to the published requirements.
12. Any specific format(pdf,doc) in which CVs to be sent later?
When we request a CV, please submit in either doc. or pdf. format
13. Is occasional remote working allowed?
This will be agreed at contract inception
14. What technologies will the consultant work on or should have experience with , please give detail
Please refer to the published requirements
15. Is there any travel involved in this role and will the travel expenses be paid?
Travel to other UKEF locations or other organisations may become necessary. Please refer to the answer to question 10 about expenses.
16. Is the rate inclusive or exclusive of VAT?
The rate is exclusive of VAT.
17. Would you consider work permit holders (e.g. Tier 2 General Visa) and EU passport holders for this role?
We would welcome applications for candidates so long as they have the right to work in the UK.
18. How long would the CTC take to complete? Can this definitely be waited for, or are you ideally looking for those that already have this clearance?
We would not penalise a candidate for not holding clearance already. We just like to know so we can initiate the process ASAP once we have awarded the contract.