Senior Project Manager

Location: London or Manchester – 1/2 days on site per week

Contract Type: Permanent

We are seeking an experienced Senior Project Manager/Programme Manager with a strong service design and implementation background to lead the delivery of complex transformation initiatives. This role will focus on turning service design strategy into operational reality, ensuring that customer‑centric services are successfully implemented across the organisation.

You will work closely with design teams, product owners, operational leaders, and technology teams to ensure that new service models are embedded effectively and deliver measurable value.

Key Responsibilities

• Lead end-to-end programme delivery for service design implementation initiatives.
• Translate service design frameworks and blueprints into operational programmes.
• Coordinate cross‑functional teams including design, digital, operations, and technology.
• Manage programme governance, planning, risk, and stakeholder engagement.
• Ensure alignment between user needs, business objectives, and operational capabilities.
• Oversee transition from service concept and design into live operational delivery.
• Establish success metrics and monitor programme outcomes and benefits realisation.
• Drive change management and organisational adoption of new services.

Requirements

• Strong understanding of service design methodologies (service blueprints, journey mapping, design thinking).
• Demonstrated ability to manage complex multi‑stakeholder programmes.
• Experience working across product, digital, operations, and technology teams.
• Strong governance, planning, and programme management skills.
• Excellent communication and stakeholder engagement abilities.
• Experience in digital transformation or customer experience programmes.
• Familiarity with Agile and product delivery models.
• Background in public sector, consulting, or large enterprise transformation.

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