About this role
Key responsibilities
- Manage customer projects from initiation through implementation, transition and closure, maintaining an integrated project and delivery plan.
- Lead project governance, reporting, risk and issue management, escalations and change control, coordinating customer decisions, approvals and sign-offs.
- Translate agreed scope and customer milestones into achievable plans, making dependencies, assumptions and delivery constraints visible.
- Assess delivery feasibility with technical teams before commitments are made, constructively challenging timelines or assumptions that the evidence does not support.
- Forecast delivery progress and resource needs, identifying capacity conflicts, skills gaps and competing priorities with the relevant team leads.
- Assess how changes affect scope, timelines, costs and delivery commitments, recommending practical options and recovery plans.
- Coordinate quality and acceptance criteria, testing, defect resolution and release readiness, including preparation for go/no-go decisions.
- Coordinate deployment, post-launch support and operational handover, ensuring customer and business readiness.
- Manage supplier dependencies and keep customers and internal stakeholders informed about progress, risks and decisions.
- Turn lessons learned into improvements that make future deliveries more predictable and effective.
Required skills
- Experience managing large, complex or strategically important customer projects, combining project management with technical delivery responsibilities.
- Experience coordinating multiple delivery teams with shared resources, significant dependencies and competing priorities.
- A strong understanding of software delivery, integrations, technical environments and implementation constraints.
- Practical experience in project governance, delivery planning, forecasting, change control, and managing risks, assumptions, issues and dependencies.
- Experience coordinating testing, releases, deployments, customer acceptance and the transition into ongoing support.
- The confidence to challenge unrealistic commitments, explain trade-offs and propose workable solutions.
- Strong communication, stakeholder management and negotiation skills, with the ability to build confidence across technical and non-technical audiences.
- A relevant project, programme, agile, delivery or service management qualification, or equivalent practical experience.
It would be a plus if you bring
- Experience in payments, fintech, SaaS, platform businesses or regulated technology environments.
- Experience delivering enterprise software implementations, customer onboarding programmes, migrations or major cutovers.
- Experience coordinating external suppliers and working in organisations where teams contribute to several initiatives.