Commercial
Implementation & Project Delivery Manager
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The 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
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.
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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.
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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.
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