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.