IT Project Manager – CRM / Tech Roll Out

The Role

You run the CRM programme. You sit between the business, IT team, and vendor. You make sure this gets delivered — properly, on time, and adopted by the branches. This is not admin. This is delivery.

What You’re Responsible For

• Programme Delivery (Core)
  • Own day-to-day delivery of CRM migration (12–24 months)
  • Build and manage the full project plan
  • Track milestones, risks, dependencies, and delivery
• Vendor Management
  • Act as the main interface with CRM provider
  • Hold them accountable to timelines and deliverables
  • Translate business needs into clear requirements
• Internal Coordination
  • Work with IT dev team (inc. 8 developers), Managing Director of Operations, Heads of Department, Marketing / Lettings / FS
• Requirements & Build Oversight
  • Define and document what needs to be built (circa 25+ internal tools/services)
  • Challenge scope creep
• Change & Adoption
  • Plan rollout to branches
  • Ensure teams actually use the system
  • Work with training to support adoption
• Reporting & Visibility
  • Provide clear weekly updates: progress vs plan, risks, decisions needed, no surprises to senior leadership
• Risk Management
  • Identify risks early (integration, data, adoption, vendor delays)
  • Put mitigation plans in place
  • Escalate quickly when needed

What Success Looks Like

• CRM Rollout – Delivered on time, phased, stable
• Adoption – Branches using it confidently
• Delivery – Clear milestones hit consistently
• Risk – No major surprises
• Stakeholders – Aligned and informed

What You Need to Bring/Experience

• Project Manager on complex system / CRM / tech rollouts
• Multi-stakeholder environments
• Vendor-led implementations
• End-to-end delivery (not just phases)
• Skillset
  • Strong planning and organisation
  • Clear communication (you simplify, not complicate)
  • Comfortable pushing back
  • Commercial awareness
  • Able to spot gaps quickly
• Mindset (Critical)
  • Delivery-first
  • Not afraid to challenge people
  • Calm under pressure
  • Detail-focused but outcome-driven
  • Takes ownership

The Risks in This Role

• Get messy at times
• Involve competing priorities
• Require difficult conversations

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