Scope and Commercial Management

• Maintain an agreed scope baseline and manage proposed changes through formal impact assessment and approval.
• Track project effort, costs, and forecast completion against agreed budgets, highlighting variances and corrective actions.
• Assess the effect of changes on timescales, resources, cost, and contractual commitments before securing the required approvals.
• Maintain evidence of deliverable acceptance and commercial milestones, supporting invoicing and escalating commercial matters beyond delegated authority.

Testing and Operational Readiness

• Agree testing milestones, entry and exit criteria, customer responsibilities, and acceptance arrangements with the relevant delivery leads.
• Monitor customer acceptance testing and defect resolution, ensuring outstanding issues have owners, priorities, and agreed resolution plans.
• Coordinate readiness reviews covering functional and technical readiness, customer training, operational processes, and support arrangements.
• Ensure go-live decisions are supported by evidence, documented acceptance of residual risks, and approval from the authorised customer and MV stakeholders.

Go Live Hypercare and Closure

• Coordinate the cutover plan, deployment activities, communications, contingency arrangements, and go-live support coverage.
• Manage hypercare governance, tracking issues and actions with the functional and technical leads until agreed exit criteria are met.
• Ensure a structured handover to BAU Support and Customer Success, including documentation, known issues, and outstanding commitments.
• Secure project acceptance and closure, review delivery performance, and capture lessons learned with the customer and internal teams.

Continuous Improvement

• Contribute practical improvements to implementation methods, templates, reporting, and reusable delivery assets.
• Share lessons learned and customer feedback to improve delivery predictability, efficiency, and the customer experience.
• Support consistent delivery practices across the team and provide project insight to inform portfolio planning.

Skills and Experience

• Experience managing customer-facing software, SaaS, or technology implementation projects across the full delivery lifecycle.
• Proven ability to manage scope, plans, budgets, risks, dependencies, and change across multiple concurrent projects.
• Strong customer relationship, stakeholder-management, and communication skills, including reporting to senior stakeholders and steering committees.
• Ability to coordinate multidisciplinary teams and third parties, securing commitments and resolving delivery challenges without direct line-management authority.
• Understanding of configurable cloud platforms, environment readiness, integrations, data migration, testing, training, and transition into support.
• Strong commercial awareness and experience managing project effort, forecasts, contractual deliverables, and change control.
• Experience within banking, building societies, financial services, or fintech would be advantageous.
• A recognised project management qualification, such as PRINCE2, APM, or PMP, would be advantageous.

Key Behaviours

• Accountable and organised, taking ownership of delivery commitments and following actions through to completion.
• Customer-focused and pragmatic, balancing customer needs with agreed scope, capacity, and commercial commitments.
• Proactive and transparent, raising risks early and communicating clearly with a no-surprises approach.
• Collaborative and confident in challenging assumptions, resolving conflict, and securing decisions.
• Calm under pressure, particularly during testing, go-live, and other critical delivery periods.
• Committed to continuous improvement and sharing learning across the Implementation team.

How Success Is Measured

Delivery Performance

• Projects achieve agreed scope, milestones, budgets, and acceptance criteria, with controlled and approved changes.
• Risks, dependencies, and resource requirements are identified early, with effective mitigation and reliable forecasts.

Customer Experience

• Customers receive clear communication, understand their responsibilities, and provide positive implementation feedback.
• Go-lives and hypercare are well coordinated, with customer readiness confirmed and minimal avoidable disruption.

Operational Effectiveness

• Governance and reporting are accurate, timely, and consistently applied, enabling effective oversight by the Head of Implementation.
• Projects transition cleanly into BAU Support and Customer Success, with agreed ownership of outstanding commitments.

Business Contribution

• Commercial commitments are managed effectively, reducing unplanned effort, rework, and scope growth.
• Lessons learned lead to practical improvements in delivery efficiency, consistency, and scalability.