You will need to understand the full implementation journey, including project mobilisation, customer onboarding, configuration, data and technical dependencies, testing, readiness, go-live and handover into ongoing support or customer success. You do not need to be the deepest technical expert in the room, but you do need to understand enough to ask good questions, spot risks, challenge assumptions and keep delivery moving.

This is a hands-on delivery role for someone with sound project management fundamentals and the confidence to bring pace, structure and accountability to important customer-facing work. You will support, and be supported by, a well-established and experienced team at all levels of the business.

The main focus of the role will be customer software implementations. At times when implementation workload is lighter, you may also support selected internal projects, usually centred on product, software or operational improvement. This internal work is secondary to the core implementation role.

This role does not include line management responsibility, but it does require the ability to manage delivery teams through influence, clarity and persistence.

Key responsibilities

·   Plan and manage software implementation projects for new customer contracts.

·   Own project plans, timelines, budgets, milestones, risks, issues and dependencies.

·   Coordinate activity across product, software, commercial, customer success, support and delivery teams.

·   Act as the customer-facing project lead during implementations, providing clear communication on progress, responsibilities, risks and next steps.

·   Manage the implementation journey from mobilisation through onboarding, configuration, testing, go-live and handover.

·   Work with customers and internal teams to clarify requirements, configuration assumptions, data needs, technical dependencies and readiness criteria.

·   Build strong working relationships with customer stakeholders and internal delivery teams.

·   Manage scope, assumptions, dependencies and change during implementation projects.

·   Track progress against time, cost and scope, and intervene when projects are drifting.

·   Raise blockers early and drive action to remove them.

·   Hold people accountable for actions and deadlines while maintaining constructive working relationships.

·   Support smooth handover from sales into implementation, and from implementation into ongoing customer success or support.

·   Provide clear, practical reporting to internal stakeholders and leadership.

·   Help improve implementation processes, onboarding materials, templates and delivery discipline without creating unnecessary bureaucracy.

·   Support selected internal projects when required when implementation workload is lighter.