Technical Project Manager

Capita plc; Brighton; Hybrid; GBP 55,000 - 65,000; Full time

Job summary

A leading support services company is seeking a Technical Project Manager to enhance customer experiences through technology. In this pivotal role, you will manage and optimize digital platforms, collaborate across teams, and drive initiatives that improve processes. The ideal candidate will have robust experience in technology roles, familiarity with SaaS platforms, and strong analytical skills. The position offers a competitive salary of up to £65,000, hybrid working arrangements, and benefits including extensive holiday and parental leave.

Benefits

Competitive salary

Hybrid Working

25-27 days of holiday

Company-matched pension

Life assurance

Cycle-to-work scheme

Paid volunteer day

Diversity and inclusion initiatives

Qualifications

• Robust experience in technical digital or technology roles, with hands-on involvement in delivering impactful solutions.
• Familiarity with SaaS platforms such as Sprinklr, Qualtrics, Salesforce, or Verint.
• Genuine interest in technology and customer experience.

Responsibilities

• Own and support Customer Support platforms to ensure stability and continuous improvement.
• Drive innovation and streamline processes to enhance performance.
• Lead technology change initiatives and manage platform incidents.

Skills

Analytical Thinking

Detail Orientation

Tech & Innovation Enthusiasm

Adaptability & Problem-Solving

Collaborative Mindset

Clear Communication

Influence & Trust Building

Organized & Agile

Curiosity & Continuous Improvement

Human-Centred Approach

Vendor Collaboration

Tools

JIRA

Confluence

SaaS platforms

Job description

This exciting role is part of a team that shapes the overall experience customers receive when they buy and use a product or service from Technical Project Manager - Digital Support Team within the Customer Support | Samsung

Join Samsung's dynamic Digital Support Team, a key part of our wider Customer Support (CS) function.

As a Technical Project Manager you will play a pivotal role in managing and optimising the platforms and technologies that power exceptional customer experiences.

Your Responsibilities

• Own and support CS platforms - ensuring stability, functionality, and continuous improvement.
• Collaborate across teams - providing expert support internally and to our key service delivery and customer support partners.
• Drive innovation and efficiency - working at the intersection of technology and people to streamline processes, enhance performance, and maximise the value of new systems.

Why Join Us?

This is an exciting opportunity for someone passionate about technology and customer experience, with the ability to influence change and deliver measurable impact

What You'll Do

• Take ownership of a portfolio of digital platforms within Capita Experience, while staying ahead of broader technology developments across the business.
• Build strong partnerships with vendors to deliver on performance goals, using clear KPIs and shared success measures.
• Lead technology change initiatives from start to finish-introducing new systems, tools, and processes that make work easier and more efficient for everyone.
• Work closely with stakeholders across leadership, IT, and business teams to understand needs, address challenges, and ensure smooth transitions.
• Manage platform issues and incidents by troubleshooting effectively, collaborating with vendors, and driving improvements based on root cause analysis.
• Develop and maintain business continuity plans to keep platforms resilient and reliable.
• Translate business requirements into practical solutions that deliver continuous improvement and better experiences.
• Use collaborative tools like JIRA and Confluence to support teamwork across internal and external partners.

What We're Looking For

• Relevant Experience: robust experience in technical digital or technology roles, ideally with hands‑on involvement in delivering impactful solutions.
• SaaS Knowledge: Familiarity with Software‑as‑a‑Service platforms such as Sprinklr, Qualtrics, Salesforce, or Verint.
• Analytical Thinking: Ability to interpret data, assess the impact of changes, and generate actionable insights.
• Detail Orientation: Strong focus on accuracy and precision when planning and executing change initiatives.
• Tech & Innovation Enthusiasm: Genuine interest in technology and innovation, with a commitment to creating exceptional customer experiences.
• Adaptability & Problem‑Solving: Skilled at navigating challenges and finding effective solutions in dynamic environments.
• Collaborative Mindset: Comfortable working across diverse teams and functional areas, fostering an inclusive and cooperative approach.
• Clear Communication: Proficient in both written and verbal communication, with the ability to simplify complex concepts for different audiences.
• Influence & Trust Building: Capable of inspiring confidence and influencing ideas to drive positive outcomes.
• Organized & Agile: Strong organisational skills with the ability to manage multiple priorities and deliver at pace.
• Curiosity & Continuous Improvement: Willingness to challenge existing processes, ask thoughtful questions, and seek better ways of working.
• Human‑Centred Approach: Prioritises the human experience when implementing improvements and driving change.
• Vendor Collaboration: Ability to partner effectively with internal teams and external vendors to achieve successful outcomes.

What's in it for you?

• Competitive salary of up to £65,000 per annum DOE
• Hybrid Working - Three days in Chertsey or other agreed workplace and two days work from home
• 23 days' holiday (rising to 27) with the option to buy extra leave
• Company‑matched pension, life assurance, cycle‑to‑work scheme
• 15 weeks' fully paid maternity, adoption and shared parental leave, plus two weeks' paternity pay
• Voluntary benefits tailored to your lifestyle - from retail discounts to health & wellbeing perks
• A paid day out of the office to volunteer for a charity or cause of your choice
• Access to Employee Network Groups promoting diversity and inclusion

What We Hope You'll Do Next

Click Apply Now to complete our short application and attach your CV.

If your experience and skills match, we'll contact you to discuss the role further.

We're committed to building a diverse and representative workforce and accelerating gender and ethnic representation in leadership. Applications from women and individuals from Black, Asian and other ethnic minority backgrounds are particularly welcome.

As an equal opportunity and Disability Confident employer, we recruit and develop people based on merit and passion. If you need the job description or application in an alternative format, or require adjustments during the process, please email [e-mail].

For more information about equal opportunities and process adjustments, visit the Capita Careers website.