Implementation & Project Delivery Manager

The Implementation & Project Delivery Manager is responsible for leading the successful onboarding of new Workplace Supplies customers whilst delivering strategic internal projects across Commercial. The role ensures customers experience a seamless transition from contract award through to go-live, hypercare and handover into business-as-usual operations. Alongside customer implementations, the role works closely with the IT Director and key stakeholders to deliver transformation, systems, operational and business improvement projects.

Leading a team of Project Managers, you will ensure projects are delivered in line with Commercial's seven-stage project delivery methodology, meeting agreed objectives, timescales, budgets and governance requirements.

Please note that this role is being offered as a secondment opportunity until April 2027.

Your responsibilities as an Implementation & Project Delivery Manager will be...

Customer Implementation & Onboarding

• Lead the mobilisation and onboarding of new Workplace Supplies customers.
• Act as the senior point of contact throughout the implementation journey.
• Ensure a smooth transition from sales handover through to operational launch and BAU support.
• Develop and manage implementation plans, timelines and milestones.
• Facilitate implementation meetings with customers and internal stakeholders.
• Coordinate cross-functional activities to ensure launch readiness.
• Manage risks, issues, dependencies and change throughout implementation projects.
• Oversee customer integrations, data migrations and testing activities.
• Ensure customer training programmes are planned and delivered effectively.
• Manage post go-live support and successful handover to account management teams.
• Conduct post-implementation reviews and identify continuous improvement opportunities.

Internal Project Delivery

• Deliver business improvement, operational, systems and transformation projects.
• Support project initiation, planning, business case development and governance activities.
• Define project scope, objectives, deliverables and success measures.
• Facilitate project workshops and stakeholder meetings.
• Manage project risks, issues, actions, dependencies and change requests.
• Coordinate resources and activities across multiple departments.
• Produce project plans, reports, governance documentation and steering updates.
• Ensure successful project deployment, hypercare support and BAU handover.
• Promote project management best practice and continuous improvement across the business.

Leadership & Team Management

• Lead, coach and develop the Project Management team.
• Conduct regular one-to-ones, performance reviews and development planning.
• Manage team workloads and project resource allocation.
• Create a high-performing culture focused on delivery excellence and customer experience.
• Promote collaboration, accountability and professional development.
• Drive improvements in project methodologies, tools and processes.

Governance & Commercial Responsibility

• Ensure projects comply with Commercial's governance framework and approval processes.
• Monitor project performance against agreed KPIs and service levels.
• Provide regular project updates to senior management.
• Ensure project standards, controls and documentation are maintained.
• Identify opportunities for service growth and continuous improvement.
• Ensure compliance with company policies and procedures.

About You

Essential

• Experience within the Workplace Supplies, Office Products, Facilities Supplies or B2B distribution sector.
• Proven project management and customer onboarding experience.
• Experience managing multiple projects simultaneously.
• Strong stakeholder management and influencing skills.
• Excellent organisational, planning and time management abilities.
• Strong communication, presentation and facilitation skills.
• Experience managing project risks, issues, dependencies and change.
• Excellent attention to detail and problem-solving skills.
• Ability to work under pressure and meet challenging deadlines.
• Strong customer service and relationship management experience.
• Experience leading and developing high-performing teams.
• Proficiency in project planning and reporting tools.

Desirable

• PRINCE2, Agile, APM or equivalent project management qualification.
• Experience delivering ERP, CRM, systems or digital transformation projects.
• Knowledge of e-commerce platforms and customer integration processes.
• Understanding of project governance and PMO best practice.