Implementation Project Manager - #2171249

The Senior Project Implementation Manager is typically responsible for leading the successful delivery of complex, high-value and strategically important client onboarding and implementation projects, ensuring they are delivered effectively, within agreed scope and to a high standard. The role remains a hands-on delivery role with ownership of an individual portfolio of projects and all associated project documentation. Working within a pod structure, the Senior Project Implementation Manager combines complex project delivery with advanced judgement, senior stakeholder leadership, coaching and delivery assurance across the wider team. The role supports Project Implementation Managers and Coordinators without removing their accountability for their own projects.

Key Responsibilities

Complex & Strategic Project Delivery

• Own the end-to-end delivery of an individual portfolio of complex, high-value, high-risk and strategically important client onboarding and implementation projects, from contract handover through to go-live, project closure and successful transition to Account Management.
• Prepare, review and maintain all documentation associated with assigned projects, including Statements of Work, project plans, implementation schedules, milestone trackers, action and decision records, status reporting and handover documentation.
• Develop and manage comprehensive project plans, implementation schedules, milestones, dependencies, resource requirements and delivery timelines.
• Lead key client meetings, project kick-offs, status meetings, delivery reviews and strategic project discussions.
• Coordinate cross-functional teams and stakeholders to ensure effective execution of implementation activities and resolution of delivery dependencies.
• Ensure operational, technical and commercial prerequisites for implementation are identified, coordinated and completed on time.
• Monitor project progress, client engagement and delivery performance, taking decisive action where projects move outside agreed expectations.
• Ensure project deliverables meet agreed scope, quality standards and customer expectations.
• Lead successful project closure and handover to Account Management, ensuring effective transfer of knowledge, documentation, outstanding actions and customer requirements.

Strategic Decision-Making, Scope & Commercial Oversight

• Make and influence strategic delivery decisions across assigned complex implementations, balancing customer objectives, commercial considerations, delivery risk, resource requirements and wider business priorities.
• Provide senior support and challenge on significant changes to scope, timelines, resources and delivery approach on other projects where required, without removing delivery ownership from the assigned Project Implementation Manager.
• Review and challenge delivery strategies, assumptions and commitments for complex or strategically important implementations.
• Apply advanced commercial judgement to delivery decisions, considering additional effort, resource requirements, commitments and project risk for both the customer and the business.

Client Leadership, Risk & Escalation Management

• Build and maintain strong relationships with clients and internal stakeholders, acting as a trusted senior point of contact.
• Lead complex stakeholder discussions involving delivery changes, competing priorities, difficult client conversations and project escalations.
• Act as a senior escalation and advisory point for complex client issues and delivery challenges while retaining hands-on ownership of assigned projects.
• Coach Project Implementation Managers and Coordinators through complex delivery issues and stakeholder challenges, helping them retain ownership and build capability.
• Identify cross-project risks, dependencies, blockers and recurring delivery challenges and recommend preventative actions or improvements.

Delivery Assurance & Team Contribution

• Provide experienced peer review and delivery assurance on selected projects where complexity, customer impact or commercial exposure warrants additional challenge.
• Monitor delivery KPIs and project performance trends and use insight to improve delivery predictability, efficiency and customer outcomes.
• Translate lessons learned from own and supported projects into practical improvements to frameworks, processes and team practices.

Team Leadership & Development

• Coach and develop Project Implementation Managers and Coordinators through day-to-day guidance, feedback and knowledge sharing.
• Support development planning and capability building, particularly in project management, stakeholder management, commercial awareness and decision-making.
• Support career progression from Coordinator to Project Implementation Manager and from Manager towards senior-level responsibilities.
• Assist with recruitment and onboarding of new team members where required.
• Promote a culture of accountability, sound judgement, ownership, collaboration and continuous improvement.

Resource Planning & Continuous Improvement

• Provide input into project allocation and prioritisation based on complexity, business impact, customer requirements, deadlines, risk and available capability.
• Identify capacity constraints and competing priorities affecting own or related projects and escalate recommendations where required.
• Contribute to the continuous improvement of Project Implementation Management frameworks, processes, playbooks, templates and best practices.
• Lead targeted improvement initiatives that strengthen onboarding efficiency, delivery quality, project predictability and customer satisfaction.