Charity registered in Scotland SC002138
Victim Support Scotland is the lead voluntary organisation in Scotland helping people affected by crime. It provides support, practical help and essential information to victims, witnesses and others affected by crime. The service is free, confidential and is provided by trained volunteers through a network of community based victim services and court based witness services.
Top job! CRM Project Manager (Microsoft Dynamics 365)
- Full time
- £47,266 – £62,420
- On site: Glasgow/Edinburgh
- Closing 13th July 2026
Victim Support Scotland – Empowering People Affected by Crime
Who We Are
Victim Support Scotland (VSS) provides support and information to people affected by crime and campaigns for victim and witness rights. Regardless of whether a crime has been reported, or when it happened, our services are free, confidential, and tailored to individuals’ needs.
Our vision is that people affected by crime – victims, witnesses, and their families – are treated with dignity and respect and are at the heart of the justice in Scotland. We put victims and witnesses at the heart of everything we do so they are heard, have improved health and well-being, feel safer, more secure, and informed and that we are an effective organisation, that makes a lasting difference. Our mission at Victim Support Scotland is to ensure that those affected by crime receive high quality support that will help them recover from their experiences. We aim to do this by adhering to our own organisational values.
- Victims Are at the Heart of Everything We Do
- We Care
- We Work with Intent
- We Are Ambitious
- We Persevere
Everything we do is driven by our dedication to supporting and empowering victims and witnesses, so they have improved health and well-being, feel safer, more secure, and informed. We are an effective organisation that makes a lasting difference to the people we support, and these values are reflected in the behaviours expected of all staff and volunteers.
VSS is committed to the safeguarding and welfare of all of our service users and has a thorough and rigorous recruitment and selection process including PVG scheme checks in place to ensure this commitment is met.
What is the role?
This is an exciting opportunity to join our team as a CRM Project Manager on a fixed-term contract basis for 9-18 months, working in our Glasgow and Edinburgh offices. This is a high impact role at the centre of a major transformation programme that will shape how we support people affected by crime across Scotland.
Working week will be between the following days and hours: Mon-Fri (4 days per week, flexibility considered) 9am - 5pm.
Salary band: £47,266- £62,420 (pro-rata). Salary on appointment will normally be at the lower salary point, with progression subject to review - in line with VSS progression arrangements. A higher salary placing will only be considered in exceptional circumstances subject to experience demonstrated.
Primary location: Glasgow & Edinburgh Offices. You will be expected to cover throughout other Localities/Offices.
This is a critical, specialist role combining project management , business analysis and solution design leadership. It is central to ensuring the organisation avoids previous system design challenges and delivers a CRM platform that genuinely supports front-line service delivery.
You will be reporting directly to the Director of Corporate Services and will be accountable to the CRM Review panel, comprising of:
- Board Trustees
- Director of Corporate Services
- Director of Service Delivery
- Head of Service (National Programmes)
- Head of Digital & IT
- Head of Research & Data Insight
As CRM Project manager you will be responsible for:
- Understanding how VSS services operate in practice
- Translating complex operational processes into structured system requirements
- Leading procurement and supplier selection
- Managing and constructively challenging the implementation partner
- Ensuring the selected solution aligns with VSS’s service delivery model
The role requires hands-on ownership of discovery, process mapping, and requirements definition.
Key Accountabilities:
Discovery, Process Mapping & Solution Design
- Lead detailed current-state and future-state process mapping across VSS services
- Engage staff and volunteers to identify needs, gaps, and opportunities
- Translate business processes into structured functional and technical specifications
- Define workflows, data structures, integrations, and reporting requirements
- Ensure alignment with data protection, accessibility, and cyber security standards
- Identify and articulate non-standard requirements early, particularly where D365 may require configuration or workaround solutions
Business Analysis & Requirements Translation
- Act as the lead business analyst for the programme
- Produce high-quality documentation suitable for system configuration
- Validate requirements with stakeholders and ensure shared understanding
- Maintain traceability from business need through to system design
Procurement, Tendering & Commissioning
- Develop and deliver the procurement strategy (partner and, if required, platform)
- Prepare tender documentation, evaluation frameworks, and scoring criteria
- Lead a transparent, compliant end-to-end procurement process
- Coordinate internal evaluation panels and support decision-making
- Lead supplier appointment and support contract negotiation
Implementation Partner Management & Challenge
- Act as the primary interface between VSS and the CRM implementation partner
- Ensure delivery against agreed milestones, quality standards, and budget
- Critically review and challenge supplier designs and assumptions
- Ensure system configuration reflects VSS operating model (not vice versa)
- Manage risks, issues, dependencies, and change control processes
Project Delivery, Governance & Reporting
- Establish and maintain robust project governance structures
- Maintain core project artefacts (plans, RAID logs, decision logs, dashboards)
- Report regularly to the CRM Review Panel
- Manage dependencies with wider organisational programmes
- Maintain pace and focus in a high-demand delivery environment
Stakeholder Engagement & Change Readiness
- Facilitate workshops, consultations, and design sessions
- Ensure strong engagement across operational and support teams
- Support organisational readiness for system adoption
- Maintain clear, consistent internal communication
Quality Assurance & Implementation Oversight
- Ensure all deliverables meet agreed specifications and standards
- Oversee testing processes (UAT, data migration validation, system assurance)
- Work closely with Digital & IT to ensure technical compliance
- Provide oversight of licensing implications and cost drivers (D365)
You will bring experience from a similar role and a commitment to your own professional development. As a confident and supportive leader, you will know how to motivate others, build trust, and drive performance. You’re comfortable working with data gathering, analysing, and presenting insights that help shape decisions. You believe in fairness and inclusion with the confidence to challenge discrimination, bias, or stereotyping when you see it.
If you are looking for a role with a purpose, where you can really make a difference, we want to hear from you!
What we offer
- Holiday - When you work for Victim Support Scotland, your wellbeing is important to us. We offer an enhanced annual leave package of 39 days (pro-rata) holiday. 42 days (pro-rata) from Grade 6 and above.
- Pension - Save for the further and join the Standard Life Pension. Your future self will thank you. Our generous employer contribution will help you plan for the future.
- Support - Sometimes we all need support and a listening ear. Our free and confidential Employee Assistance Programme can support your mental, emotional, and physical wellbeing. We also offer enhanced maternity and paternity pay and access to a credit union.
- Discounts- You will have access to our free health cash plan which includes cover for you and your family across a range of benefits, which include, dental cover, access to a virtual GP, counselling, legal support and discounts on gym memberships, cinema tickets, retail and much more.
- Flexibility and development - We are proud of our flexible and inclusive work policies, which help you balance work and life. Supporting employee development is important to us, we offer comprehensive learning and development opportunities.
Victim Support Scotland – Empowering People Affected by Crime
Who We Are
Victim Support Scotland (VSS) provides support and information to people affected by crime and campaigns for victim and witness rights. Regardless of whether a crime has been reported, or when it happened, our services are free, confidential, and tailored to individuals’ needs.
Our vision is that people affected by crime – victims, witnesses, and their families – are treated with dignity and respect and are at the heart of the justice in Scotland. We put victims and witnesses at the heart of everything we do so they are heard, have improved health and well-being, feel safer, more secure, and informed and that we are an effective organisation, that makes a lasting difference. Our mission at Victim Support Scotland is to ensure that those affected by crime receive high quality support that will help them recover from their experiences. We aim to do this by adhering to our own organisational values: Organisational Values
• Victims Are at the Heart of Everything We Do
• We Care
• We Work with Intent
• We Are Ambitious
• We Persevere
Everything we do is driven by our dedication to supporting and empowering victims and witnesses, so they have improved health and well-being, feel safer, more secure, and informed. We are an effective organisation that makes a lasting difference to the people we support, and these values are reflected in the behaviours expected of all staff and volunteers.
VSS is committed to the safeguarding and welfare of all of our service users and has a thorough and rigorous recruitment and selection process including PVG scheme checks in place to ensure this commitment is met.
What is the role?
This is an exciting opportunity to join our team as a Support Coordinator, 20 hours per week. Fixed-Term contract (Maternity cover). Working week will be between the following days and hours:
• Monday - Friday between 8am - 8pm & Saturdays 10am - 4pm
Salary band: £27,598 - £36,445 (pro-rata). Salary on appointment will normally be at the lower salary point, with progression subject to review - in line with VSS progression arrangements. A higher salary placing will only be considered in exceptional circumstances subject to experience demonstrated.
Primary location: Lanark Sheriff Court, 24 Hope Street, Lanark, ML11 7NE. You will also be expected to cover Hamilton Sheriff Court, 4 Beckford Street, Hamilton, ML3 0BT.
You will be reporting directly to a Locality Manager and you will be responsible for ensuring, within your Service(s), that VSS’s local service development and delivery plan is being implemented within your geographical area(s). Service delivery is provided by a team of skilled and knowledgeable volunteers and you will be responsible for planning their deployment to ensure that the service delivered meets the desired outcomes of victims and witnesses of crime and our service users.
You will also be responsible for all aspects of volunteer engagement with VSS at your services, including recruitment, induction, learning and development, ongoing performance management and support. Contributing to business planning and co-ordination ensuring that continuous learning takes place to monitor that the outcomes of service users are being met is also part of the role.
If you are looking for a role with a purpose, where you can really make a difference, we want to hear from you!
You will bring experience from a similar role and a commitment to your own professional development. As a confident and supportive leader, you will know how to motivate others, build trust, and drive performance. You’re comfortable working with data gathering, analysing, and presenting insights that help shape decisions. You believe in fairness and inclusion with the confidence to challenge discrimination, bias, or stereotyping when you see it. Alongside this, you have a solid understanding of the voluntary and charity sector, and be willing to work flexible hours, and be prepared to travel when necessary.
Please note - This post will be subject to a satisfactory PVG check.
Important Dates:
The closing date for this job is on Sunday, 19 July at midnight.
What we offer
Holiday
When you work for Victim Support Scotland, your wellbeing is important to us. We offer an enhanced annual leave package of 39 days (pro-rata) holiday. 42 days (pro-rata) from Grade 6 and above.
Pension
Save for the further and join the Standard Life Pension. Your future self will thank you. Our generous employer contribution will help you plan for the future.
Support
Sometimes we all need support and a listening ear. Our free and confidential Employee Assistance Programme can support your mental, emotional, and physical wellbeing. We also offer enhanced maternity and paternity pay and access to a credit union.
Discounts
You will have access to our free health cash plan which includes cover for you and your family across a range of benefits, which include, dental cover, access to a virtual GP, counselling, legal support and discounts on gym memberships, cinema tickets, retail and much more.
Flexibility and development
We are proud of our flexible and inclusive work policies, which help you balance work and life. Supporting employee development is important to us, we offer comprehensive learning and development opportunities.
As a Disability Confident Committed employer, please advise if you require any adjustments in the application process by contacting Jobs@victimsupportsco.org.uk
Victim Support Scotland is committed to ensuring that anyone affected by crime is treated with dignity, compassion and respect, with their rights, needs and voices at the heart of Scotland’s justice system. As Scotland’s independent national charity supporting victims, witnesses and their families, we play a vital role in delivering high-quality, trauma-informed services right across Scotland, while also influencing change. We champion the interests of those affected by crime, challenge barriers and inequalities, and work with partners across Scotland to create a more responsive, compassionate and effective criminal justice system.
As a Trustee, you will help guide and support this important work, contributing to the strategic leadership and governance of an organisation that makes a real difference to people's lives every day. As we embark on an exciting new strategic phase, we are looking for people who are passionate about our cause and we welcome applications from both experienced Trustees and individuals new to Board roles who can demonstrate the judgement, confidence and strategic perspective required of charity Trustees.
We welcome applications from people with lived experience of being affected by crime, and we are also looking to increase the diversity of Board members. We welcome individuals from all backgrounds, cultures, and communities to apply for Trustee positions, as we believe that a diverse board enhances our ability to provide effective support to victims, representative of our communities.
We are particularly interested in applicants who bring strength in one or more of the following areas:
• Strategic development and organisational transformation – including shaping, delivering or governing strategy in complex or changing environments.
• Organisational sustainability – including income diversification, partnership working, or long term financial viability.
• Criminal justice system experience – policy, practice or leadership experience within justice, statutory or related public services impacting victims and witnesses.
• Charity governance and board leadership – experience as a trustee, non executive, committee chair or senior leader with a strong understanding of good governance.
By joining the Board at this point, Trustees will help shape Victim Support Scotland’s next chapter and contribute to strong, sustainable governance that supports victims and witnesses across Scotland for years to come.