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.