Project Manager

The Zonal group are one of the UK’s largest technology providers to the hospitality industry.

Our products are used by over 16,000 pubs, restaurants and hotels. Customers include national brands like Pizza Express, JD Wetherspoons and All Bar One.

We provide our customers with the solutions they need to make their business a success.

These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our head office in Edinburgh, our office in Staffordshire, our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

What you’ll do

You’ll work closely with the Account Management team developing a true business partnership, providing key liaison between Zonal and our clients.

You will be required to have a full understanding of the Clients business requirements/objectives with strong relationships throughout the Clients organisation and proactively recognise and develop opportunities for increased revenue.

You’ll be working closely with other Zonal departments as thisis an integral part of the process for ensuring that the agreed level of service and communication supplied to the client by Zonal is maintained.

This role is field based, and this role will require flexibility in working hours including overnight, where appropriate, and extensive travel.

Candidates for this particular position should live within an easy commute of Watford.

What you’ll do

  • Develop a true business partnership with the client whilst working alongside other Zonal departments.
  • Focusing on the client, delivering exceptional levels of customer care to ensure maximum customer satisfaction is achieved.
  • To intimately understand the client’s business priorities, IT spend, operation pressures and IT capabilities and actively support the client with business case design and benefit calculations to position Zonal as the supplier of choice and proactively develop a pipeline of sales opportunities.
  • To be technically competent and up to date with the Zonal product portfolio and practices as well as our competitors.
  • Manage the overall performance of the Client’s projects including, but not limited to, customer satisfaction, formal reporting, project planning & review, account profitability, revenue maximization, complaint management and escalation process.
  • Ensuring there is a clear and coherent path of communication internally and externally.
  • Work with the client to define developments and requirements. Submit these and manage development process to ensure customer expectations are managed and internal procedures complied with.
  • Monitor and control the full lifecycle of the project: plan schedules for the release of Aztec and upgrades, new features etc; liaise with other departments in support of this, and secure their commitment to successful delivery.
  • Plan, prepare and present formal Quarterly Business Reviews (QBR’s) between Zonal and the client involving but not limited to, Directors of both companies to include information such as: project status/milestones, project deviation, reasons and counter measures.
  • Additionally, the Project Manager must ensure effective, constructive and collaborative relationships are maintained with other company departments.
  • Ensuring that all relationships are always managed on a highly professional basis to ensure the correct Zonal image is portrayed to them.
  • Managing the key delivery of assigned projects and ensuring that these are completed to the required standard, timescales, and budgets.
  • Maintaining a high level of visibility and ownership of activities within the client account.
  • Regularly updating internal Zonal departments with any relevant changes made by the client.
  • Reviewing the account plans on a regular basis to ensure that they are accurate, factual, and achievable.
  • Accurately completing reports and documentation to the required standard and timeframe.
  • Working alongside Zonal finance department to manage the credit account and escalate any issues.
  • Attending any relevant internal company meetings when requested.

Who you are

  • You’ll have 5 – 10 years successful experience directing, planning and controlling high profile or technically complex projects.
  • You will have a strong record of managing & developing customer relationships ideally within hospitality, retail &/or IT sectors.
  • A proven track record of delivering projects successfully, on time and to budget.
  • Proficient in the use of appropriate project planning tools for management purposes.
  • The ability to manage and lead large virtual teams, deliver clear messages to technical and non-technical customers and colleagues.
  • You’ll have project management experience – ideally within an IT service environment.
  • Exceptional standards of customer care.
  • Good understanding of general IT concepts and confident in communicating with technical experts.
  • Good awareness of latest technology and current trends within the hospitality industry.
  • Leadership; provides and communicates inspiration and clear direction for the team which is in line with the organisation’s goals, mission and values.
  • Performance management; manages the performance of others fairly, clearly and regularly, encouraging and supporting the team to achieve high standards.
  • Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.
  • Customer service; understands and responds to customer needs (internal and external) and exceeds expectations where possible.
  • Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
  • Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.
  • Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.
  • Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work.

What we value

Passion, Teamwork, Innovation, Professionalism, Accountability and Customer Obsessed are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves.