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.